Here’s the thing about Facebook’s customer service: their users aren’t actually customers. Instead, users often have to deal with FAQs, chatbots, and forums – not real, human Facebook reps who can deal with a unique problem brought on by a hack. The Facebook Help Center gives you no obvious way to directly contact Facebook support. But if you’re one of the billions of users without those kinds of connections, you’re often stuck dealing with automated systems, she said. “If you know somebody at the company or you know someone like me, who has access to people at the company, it can be fairly easy,” she added. York told Digital Trends that the best way to get help at Facebook is to either be famous and have an agent who can handle requests for you, or to know someone who works at the company. “Generally speaking, is not very good,” said Jillian York, Director of International Freedom of Expression at the Electronic Frontier Foundation, a digital civil liberties advocacy group.Ĭontacting an actual human being to help you is so difficult that scammers have created fake Facebook help lines to steal data or money from frustrated users. Or they might not be able to reach a human being at all.Ī recent $5 billion settlement with the Federal Trade Commission (FTC) brought along with it a slew of new privacy rules for the company, which CEO Mark Zuckerberg said would require the work of “hundreds of engineers.” But when it comes to customer service staff – representatives needed to deal with users who are confused or need help in the aftermath of an account hack – Facebook is lacking, according to consumer advocates and users who have dealt with hacks firsthand. The social network uses automated systems to detect suspicious activity and reset people’s passwords, but anything beyond that forces users to wind their way through an unhelpful labyrinth of customer support reps with limited administrative access. Instagram now lets you see why the same accounts keep appearing in your feedįacebook’s billions of users have little recourse when their accounts are hacked or otherwise compromised.
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