If I have a problem with a product, It is my responsibility to bring that problem to the attention of the right people. It isn't hard to look at the packaging and go "hey, that is the number to call if I have a problem! sweet!" and call them.

If I don't do this, and instead go to the wrong people - bearing in mind large companies have many staff who each do a specific role within the company - It is entirely reasonable for that person to direct me to the right person. That is what happened. The person who addressed the issue did NOTHING wrong.

The difference with your little scenario is that if I were to ring my ISP I would be talking to a customer services rep, whose job it is to deal with my issues or put me through to someone else who can. Also, like I said, the person behind the facebook page is more likely to be marketing than customer services. That is just how companies work. They can't 'transfer' you to the right person on facebook, it doesn't work like a telephone call. They can however, give you a way to get in touch with someone who can help! WOW! Magic!

You clearly have a bee in your bonnet about it and I am certainly glad I don't have to deal with people like you in my customer service job. Yes! I work in customer service! I am good at my job! If someone complains to me I either deal with the complaint, pass on the message where appropriate, or direct them to the right person to deal with. All appropriate measures to take in customer service!