Facebook: Hypocrtical? Who? Us?

One of the biggest requests and complaints that we get here at GetHuman.com is the fact that Facebook has terrible customer service, and in fact, does not have a customer service number listed. Every week we get numerous requests for better cheats for the company, and every week, we come to the same conclusion, there just isn't a good way to get in touch with Facebook. It comes across that the company just doesn't care about serving it's 400 million users in that regard. For those who haven't experienced the frustration yet, essentially Facebook has posted a series of frequently asked questions, with canned responses listed on the website. If you have a specific question that can't be answered on the FAQ's, you can email the company, and they will make sure to never email you back.

What's even more interesting is a new application that Facebook allows on company pages, that essentially creates a customer service portal for each company. Parature has created an application that allows customers to ask for support, open a support ticket, and even have a customer service chat, right on the Facebook page. So let me get this straight, one of the biggest complaints from Facebook users, besides the continually changing privacy issues, is the lack of customer support. So, instead of throwing money at the problem and trying to fix it, Facebook instead continues to ignore the problem, yet helps create a platform for it's users to post their own customers service department? How does that make sense?

Facebook, one of the best ways to create brand loyalty is by listening to your customers and providing them what they need. When you don't, you come off as just another greedy corporation that is only focused on making money, and not building a reputable brand. If you take the time to allow and profit from applications such as the one created by Parature, maybe it's time to look in the mirror and provide a customer service number, or anything better than the terrible system that is currently in place. If you would like to learn more about the Parature customer service application, Follow this link.

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Posted by GetHuman on Fri, 7 May 2010 1:23pm