Fatema is the founder of SmartGiggles and a technology writer living in San Francisco. You can find her on Twitter @FatemaYasmine. Fatema is the founder of SmartGiggles and a technology writer living in San Francisco. You can find her on Twitter @FatemaYasmine.
Every now and then people want to report something broken on Facebook. However after the report has been sent there is never a reply confirming if Facebook received our feedback or whether they plan to do something about it. Unlike the Twitter customer service team which is fantastic. I have had real people respond to my concerns within 24 hours.
Having 500 Million users could be the reason why Facebook is not responding, to much feedback for it to handle perhaps? But there is some solace from the empty pit of darkness and no responses; The Known Issues Page. It’s sort of a middle ground. It updates its Status regularly discussing the current problems it’s aware of.
But from what I have deduced it is a very one way process, with often hundreds of comments from its users not being responded to. Many people are bewildered and left to help each other.
However the worst part is there seems to be very few updates when and if the issues are resolved. Normally what happens is that when the issue is perceived as fixed, the users leave comments and talk to each other on the corresponding Status Update. Having an official response would be better.
If your error is recent then great stuff, it will be mentioned on the front page. But if your problem is old or not brought to its attention by masses of complaints, then praying for the Tooth Fairy is your best bet to finding out if it is known to Facebook and if they are doing something about it. The Search proves no valuable results and there isn’t even a discussions tab with a list of problems that would be easier to browse. Googling is more reliable.
This is really disappointing. From a service that pioneered the meaning of the social web, why is Facebook not practicing what it preaches? Why is this still a one way debate? Millions of people are left wondering what is going on and with the billions it’s suppose to be generating in revenue one would think they would get better at communicating with their users.
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