Social media is a good tool for communicating with your customers. Although it is good, if not done properly would backfire on your own product.
On the HTC Singapore fan page, a few customer who send their phone back for servicing only to realise that their phone warranty was void – reason HTC sg gave was your phone has come in contact with water and slap with a repair fee (there is no repair done at all). 90 percent of these customer had never came in contact with water on their phone. HTC is relying on moisture sticker which is totally not accurate at all
These lead to these users posting their unhappiness about the technical support of HTC Singapore. HTC Singapore probably couldn’t take the heat and decided to close their fan page.