The social web is bringing transparency to customer services, which at the same time is strengthening the importance and showing the sensibility. VIPdesk, provider of a customer service outsourcing solution, has an interesting case study on its blog. The post describes a complaint and its common and unanswered way through the organization of an enterprise. This changed after the complaint has been posted on the social web, which led to immerdiate and satisfying answer. This case demonstrates the importance of customer services and its extension by social crm and shows how important it is to enterprises and how they may be able to react professionally.