UPDATE: Facebook Fail: Nonexistent Customer Service (via 140+: In the Moment)
Tags: crm, customer relationship management, customer service, facebook, fb, social media, social media marketing
New update to my post, Facebook Fail: Nonexistent Customer Service about being unable to resolve a payment issue that caused Facebook to disable my account.
I know will be accused of exaggerating, but I promise that I have tried to contact Facebook more than 30 times to arrange for payment to for a mistake I made! Really! I’ve used their online forms and the specified email addresses, only to be met with a 5 of my emails to every 1 canned responses from Facebook. The responses do not respond to or correspond with the text of my email, and if I am lucky enough to get a response, it arrives with a 3-5 day delay.
At this point, it is just too funny to be frustrating! It’s one big cycle that demonstrates complete disregard for customers.As a marketing geek with considerable experience in SaaS management, including customer service, I am intrigued by just how low the Customer Service at Facebook can go. When you compare the historically horrible customer service offered by Dell, Microsoft, Verizon, and Comcast, and they come out looking like customer service heroes next to Facebook, you know there is a problem.
I wonder if the playground posse at Facebook even has a Customer Relationship Management System (CRM). I appears that my cases are brand-new each time I write. Do the FB kids know about CRM? Or are they too busy thinking of the next great way to socialize our universe to worry about such mundane and 20th century concepts as customer service?
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 … Read More