Facebook Saga … Continued

So … after NO contact from Facebook, I logged in and after 35 hours, my Timeline works again. No e-mail explaining what the difficulty was or how they fixed it. No “Thanks for your patience while we work on the problem.” Nothing. Nada. Deafening silence.

Since my Timeline issue, Facebook had its IPO and then proceeded to lose $6+ per share within a week. Investors are NOT happy campers at the moment. Congress is talking about hearings and so is the SEC. In all the ensuing hoopla, still NO ONE has addressed the quality and customer service issues that plaque Facebook. On top of all that, GM has pulled its $10 million advertising account. And there are others.

The question with Facebook and many of the social media sites is, ‘What are we getting for our dollars?'” said Michael Sprague, vice president of marketing at Kia Motors Corp.’s North American division.

SOURCE: The Wall Street Journal

There are a multitude of people (including myself) who are getting pretty unhappy with the utter LACK of customer service at Facebook. Supposedly, Mr. Zuckerberg is very keen to provide better service to Facebook users. In the recent IPO prospectus he said:

we don’t build services to make money; we make money to build better services.

Without customer service you will lose users (customers) which means advertisers have less of an audience to advertise to, hence less money from advertisers, hence less service. If Mr. Zuckerberg’s goal is to provide better service, he is failing miserably!

If Facebook (and Mr. Zuckerberg) want to improve service, there has to be service to improve on. At the moment, customer service at/from Facebook is virtually nonexistent. Here are some suggestions for Facebook to consider. Set up a 1-800 number so folks can call in with issues. Improve the “self-help” portion of your website. ACKNOWLEDGE having received an email from user experiencing a problem. Once the problem is resolved, send them another e-mail letting them know that you believe the issue has been resolved.

Take some PRIDE in what you do and do it RIGHT. As we used to say in the military, “Be All You Can Be.”