That in itself is a *huge* thing. At this moment, my ISP's Facebook page is covered with frustrated questions from customers wanting to know why they can't get into webmail--because the company won't take thirty seconds to post "FYI, we're having X problem, and we're working on it". (Just to get that much, I had to *convince* one of those out-of-country customer service chat reps to check whether there was a problem on their end instead of in my computer.)

[/rant] By all of which I just mean to say, every business should be required by law to model its customer service on DW's. :)