What if you need to vent your frustration over PCCW's customer service but cannot get somebody directly on the phone?
Facebook and Twitter could be a faster alternative - except that the telecoms giant has no active account on these two social media websites.
In this, it has plenty of company: according to a survey, only just over a fifth of Hong Kong businesses use social media to keep in touch with customers, lagging behind their counterparts in both developed and emerging markets.
This has emerged from a poll of 2,721 private companies by business- and financial-services provider Grant Thornton Jingdu Tianhua.
It found that more than half of the businesses based in the BRICS countries (the leading emerging-market economies) and Latin America already made full use of social media channels, while 40 per cent in the United States, France and the UK used Facebook, Twitter or blogs.
'There are still a lot of misconceptions about social media,' said Elmer Cagape, founder of the search-engine marketing firm SEO Hong Kong. 'People in Hong Kong see them as a way to generate sales. They don't consider social media as tools to get people's attention.'