Facebook Fail: Nonexistent Customer Service
Tags: customer service, facebook, Online Identity Management, privacy, social media
Poor Facebook. The company has its hands full. With relentless Congressional pressure to stop abusing our trust and peddling our privacy, the “leadership” at Facebook probably doesn’t have time to think about providing customer service to paying customers. The Facebook kids are so busy planning to build a totally social universe where it is at the center, they can’t be bothered to provide even passable customer service to those of us who pay for ads. As a matter of fact, Facebook expects us (the peeps with the money to spend on advertising) to adapt the their vision of customer service, which is totally online and delivered with an attitude. The message I’ve gotten any time I’ve tried to get customer service from Facebook is: “we may get to your problem when we can, and if you are worthy, otherwise, read our rules and responsibilities. You are on your own.”
I could fill you in on my tales of woe trying to rectify an overcharge with Facebook, but I won’t bore you with the details. Just rest assured that this social media consultant wants to pay for what she purchased, not overcharges, and she followed every step of the process as outlined by Facebook…MORE THAN 30 TIMES, and still can’t get resolution. Big, bad, bully FB disabled my account, and basically the company is now completely ignoring my requests to restore my access. I wonder if it is coincidence that I have Tweeted and posted on LinkedIn about Facebook arrogance and inconsistent product development prior to ever requesting customer service. Or maybe my account has not been restored because I had the audacity to try to get someone at Facebook’s attention in the light of day on Twitter.
Oddly, it never occurred to me that the account might have been deactivated because I have made negative comments until I read “Facebook we have a problem,” by Robert Scoble, a blog post that highlights the trials and tribulations vocal users have experienced with Facebook. It’s fascinating to read the comments by readers who have been abused by Facebook, but the most compelling reading of all are the responses from Facebook leadership, including Facebook CEO Mark Zuckerberg himself. The arrogance and lack of interest in basic tenants of customer service seep through in every syllable of the responses. Even though Scoble maintains a close relationship with the “in” posse at Facebook, in a follow-up post he agrees that the kids at Facebook have a lot to learn about business, trust, customer service, and long-range strategy planning. Check it out at “Our trust relationship with Facebook: complicated.”
But, I digress. The real issue is Facebook’s hypocrisy about playing by the rules of engagement in social media, the arrogance they display with their insistence that customer service can only be offered through email and online forms, and the lessons they will eventually be forced to learn about customer service. Right now, Facebook is on top, and somehow paying customers are suffering through the customer service void because Facebook offers very effective targeted advertising, and everybody who has something to sell wants the service. But there’s going to be a bottom. There will come a time when the people with the money choose to spend it elsewhere where they have at least minimal customer service.
So the big question is how long can Facebook continue to ignore paying customers, fail to provide customer service, and use the service like a playground on which the company defies all the rules (from development to privacy to customer service) and bullies everyone who wants to play?