I need to rant a bit....
**Totally skipable backstory**
I'm a member of three "community" based websites....two of them are LPSG, and facebook. I was VERY sceptical of such a concept when I first started. Sadly, I was lulled into a sense of comfort with the the overwelming amount of friends and family posting and communicating via FB. Its become the best way to get ahold of 90 percent of my friends. Especially after college and we have parted ways I have been able to keep in touch.
**The Rant**
Over a month ago I was updating my personal info on my facebook account. On one page i had clicked submit and face book bombed out it appeared. I reopened the page and tried to log in only to receive a message saying my account had been disabled saying I had used a feature to many times. Their webpage refuses to tell you what limit you have broken or what feature. Its like saying we aren't going to post the speed limit because people might drive that limit.
**Some fruitless exchanges have been left out of the following for the sake of brevity to this already too long of a rant**
I emailed the "appeals" email address listed on the page. Not only did it take several days for a response but they put accused me of my email not being the owner of the account since my email i had messaged from wasn't on file. I noticed in the reply from them they responded to a differently formatted version of my account. These accounts used to be based on your randomly assigned user name but the service had changed to a more visually appealing version of your name as the address rather that your username they had originally used. Both still work when you send to them but the new way is now the only one used when sending mail (I'm sure in an attempt to phase out the old accounts eventually). I explained this situation and received a message asking for the answer to my security question which I answered.........and never heard back from them. I then sent a fresh emailing detailing the experience only to be sent an automated message about the lack of a verified account. Now at wits end a flash of the obvious hits...
I sought answers on google and found there was a phone number. I called said number and was told by the automated message that they don't do phone support...kinda understand...maybe.... but I wanted to at least voice my concerns over the horrible customer service the support people where providing. The greeting also said if you know your parties extension dial it. On a hunch I pressed 0 and got the operator. I explained everything and then asked to speak to customer service. "Oh no problem" she then transferrs me to an automated message with the same message about no phone support and it then HANGS UP ON ME!!! Angry beyond beleif I immediatly redialed and pressed 0 only to get a message "The person you are trying to reach....."facebook operator"...... is not available." Wondering if she didn't somhow "blacklist" my phone number i gave it another attempt from my buddies phone who was at the house but no luck....same result. I gave up on it for the night at this point.....
After a few days of no response via email I decided i wasn't old enough to be 100 percent jaded with the world and gave them the benifit of a possible mistake in the phone transfer and decided to call again tonight. I was able to get the operator once more and I impressed upon her that the email support channel was not working and that i would like to speak to somone. I asked several questions to which i was met with the team tag line "facebook does not provide phone support" completly fed up I did what you are taught and asked for a suporvisor....... very nicely I might add. I didn't yell and scream at her and didn't want to i just wanted help or at least an explanation.
At this point i should copy and past my text from above because that f#$&ing bitch transferred me to the same damn recording that HUNG UP on me the first time!!!!! Again i foolishly called back was told the person you are trying to reach "facebook operator" is not available. I nearly embeded my phone in the living room wall upon hearing this. If I didn't want to yell at her before i surely wanted to now! The last call was just finished up tonight........
So at this point i'll get off my street corner and put down my megaphone and say goodnight. I'm currently drafting one final email to them and am debating the tone of it.........
Any CONSTRUCTIVE adivice thoughts or experiences would be welcome.
**Totally skipable backstory**
I'm a member of three "community" based websites....two of them are LPSG, and facebook. I was VERY sceptical of such a concept when I first started. Sadly, I was lulled into a sense of comfort with the the overwelming amount of friends and family posting and communicating via FB. Its become the best way to get ahold of 90 percent of my friends. Especially after college and we have parted ways I have been able to keep in touch.
**The Rant**
Over a month ago I was updating my personal info on my facebook account. On one page i had clicked submit and face book bombed out it appeared. I reopened the page and tried to log in only to receive a message saying my account had been disabled saying I had used a feature to many times. Their webpage refuses to tell you what limit you have broken or what feature. Its like saying we aren't going to post the speed limit because people might drive that limit.
**Some fruitless exchanges have been left out of the following for the sake of brevity to this already too long of a rant**
I emailed the "appeals" email address listed on the page. Not only did it take several days for a response but they put accused me of my email not being the owner of the account since my email i had messaged from wasn't on file. I noticed in the reply from them they responded to a differently formatted version of my account. These accounts used to be based on your randomly assigned user name but the service had changed to a more visually appealing version of your name as the address rather that your username they had originally used. Both still work when you send to them but the new way is now the only one used when sending mail (I'm sure in an attempt to phase out the old accounts eventually). I explained this situation and received a message asking for the answer to my security question which I answered.........and never heard back from them. I then sent a fresh emailing detailing the experience only to be sent an automated message about the lack of a verified account. Now at wits end a flash of the obvious hits...
I sought answers on google and found there was a phone number. I called said number and was told by the automated message that they don't do phone support...kinda understand...maybe.... but I wanted to at least voice my concerns over the horrible customer service the support people where providing. The greeting also said if you know your parties extension dial it. On a hunch I pressed 0 and got the operator. I explained everything and then asked to speak to customer service. "Oh no problem" she then transferrs me to an automated message with the same message about no phone support and it then HANGS UP ON ME!!! Angry beyond beleif I immediatly redialed and pressed 0 only to get a message "The person you are trying to reach....."facebook operator"...... is not available." Wondering if she didn't somhow "blacklist" my phone number i gave it another attempt from my buddies phone who was at the house but no luck....same result. I gave up on it for the night at this point.....
After a few days of no response via email I decided i wasn't old enough to be 100 percent jaded with the world and gave them the benifit of a possible mistake in the phone transfer and decided to call again tonight. I was able to get the operator once more and I impressed upon her that the email support channel was not working and that i would like to speak to somone. I asked several questions to which i was met with the team tag line "facebook does not provide phone support" completly fed up I did what you are taught and asked for a suporvisor....... very nicely I might add. I didn't yell and scream at her and didn't want to i just wanted help or at least an explanation.
At this point i should copy and past my text from above because that f#$&ing bitch transferred me to the same damn recording that HUNG UP on me the first time!!!!! Again i foolishly called back was told the person you are trying to reach "facebook operator" is not available. I nearly embeded my phone in the living room wall upon hearing this. If I didn't want to yell at her before i surely wanted to now! The last call was just finished up tonight........
So at this point i'll get off my street corner and put down my megaphone and say goodnight. I'm currently drafting one final email to them and am debating the tone of it.........
Any CONSTRUCTIVE adivice thoughts or experiences would be welcome.
You have to understand that has nothing to do with it right? They have taken my information without cause which has nothing to do with monetary value for me (Though they sell it repeatedly I'm sure) and everything to do with personal value. Creating a new account doesn't do anything to help this problem.
