How is your social media really working

I must have a facebook page and twitter account. After all it's about engagement. Okay so riddle me this batman. I have a Blackberry playbook with problems. Called helpline only to be given an incident number and someone will be in touch. A month in and bumpkiss. I engaged them on twitter and two months,using hashtags and @, more bumpkiss! Memo to RIM, Rome is burning. Oh I guess you knew that. In reality, I don't need the tablet, I bought an iphone.