An interesting post " Brandshift " on, Corante, by John Winsor. It is about Audible.com and customer service. This is a situation where the left hand does not know what the right is doing. The bigger picture is that businesses are just not getting the idea of Transparency and what it means to be consistent and follow up.
Funny thing is, I called on these guys several times. Maybe I failed to make my point on the benefits of using social software applications for customer support.