Facebook and the lack of user support

Submitted by dag on Sun, 2011/10/23 - 12:05

Today I learned that Facebook support is non-existing. I had a problem joining a corporate network, and it requires you to add you work email-address and Facebook will send you a link through work email to confirm.

Very simple, right ? Not so for many users, including me. "Sorry, something went wrong. We're working on getting this fixed as soon as we can." The FAQ does not really answer to anything, the forums are full with people reporting this issue, cursing at Facebook, mocking Zuckerbergs billions and the shameful state of support.

But as usual, support forums attract problems, nobody is reporting successes there. So a support forum gives you the wrong sense of how large the problem really is, unless of course the company would be engaging in supporting users there. Not so. It took me a few mails before I started to analyse what could be the problem. What could be different in my situation that could explain why I would be seeing this now (and many people for the past months, or even years) and likely a lot of other people wouldn't be exposed to this ?

And then it hit me, Facebook sends the mail to my work email-address that I read through my work laptop, where I open the confirmation link in my work browser that does not have my Facebook credentials. In fact, I have never logged on to Facebook on that system, and was never planning to either.

So Facebook simply assumes that the user confirming the network is doing this from the same computer he's using for logging on to Facebook. FAIL! Wrong assumption for many. And instead of simply stating that you need to log on to confirm a network it gives an unhelpful error.

Facebook has no support.

So I ended up answering all forum questions with a template answer explaining my situation and fix. Will this help Facebook ? I guess not, because they are not on the forums and there's no clear way how to tell them of their failure. At least some users will now find my fix, and Facebook can continue not caring about its users.

Google the same way

Google is pretty much the same way. There is no way to actually submit bug reports or anything directly to them about any of their stuff.

The only way to report a bug with say google calendar is to complain in the forums with other users, that no one at google apparently ever reads.

Truly agree

I agree with they are not on the forums and there's no clear way how to tell them of their failure. At least some users will now find my fix, and Facebook can continue not caring about its users.