Take these FB/Twitter posts with the largest friggin grain of salt imaginable.
Companies actually hire people to post favorable reviews on FB and Twitter. In fact, if you visit fiverr dot com, you will see people running countless ads offering favorable FB/Twitter posts for five bucks. Search the web and you will see that lots of people want to purchase favorable posts and "friends."
Combine the data posted on FB/Twitter with stuff you read on the Internet; customer reviews for example, combined with the information the company web site and toss it all the hell out because you likely cannot trust what you read. You do not know who posted the comments or reviews, so they are not to be trusted.
Some Twitter and FB users pay for followers which means you simply cannot trust what you read. Some companies serve us crap and piles of steaming stuff the flys seem to like rather than good products and services, yet millions follow, like and love the company.
Those that hate the companymight be paid by the competetition to be less honest, so you can't necessisarily trust those sorts, either.
Do not automaticaqlly trust any Twitter or FB user because the favorable posts might be bull crap posted by "employees."
I must admit that poting a complaint about a company on Twitter or FB often gets resuls. These social sites are the last place companies want mad customers to post bad things.