I have a lot luck going through the companies facebook page. For example, I had an problem where I was losing over 25% of my packets to their gateway. I posted this on their facebook page along with a screen shot. A few hours later a real technician contacted me. I also had a strange issues with my cable companies clear QAM channels. the channel had the same # but was now broadcasting QVC instead of NBC. I knew explaining this to some 1st level tech would be pointless. So I posted it on their FB page, where another user confirmed it. The issue was quickly resolved publicly.
I assume the person who manages the Facebook page has the ability to skip level one and get an answer. Also, by using their public page, It helps shame them into working quickly for large high level issues. It's probably not going to work if you have a billing question or a company that does not care about public perception.