This is how it's done.

At 7:30 AM Cory Doctorow writes a post on BoingBoing about a reader's difficulty with Amazon's MP3 downloads, and the bewildering response from customer service.

At 3:17 PM, an Amazon employee on the MP3 development team leaves a comment apologizing for the poor service, explaining a bit about the technology, and offering to help with the issue.

Did an Amazon marketing or PR person spot the entry and ring up the dev team? Or did the developer hear about it and take the initiative? Any bets?