Francesco, from ‘The Facebook Team’ has been allegedly helping me with this problem. As seems to be the case with almost every organizations customer service team these days, that help is anything but helpful. What happened to the customer service rep that could take a customer’s complaint/issue, look into what was causing that issue, and fixing it swiftly and effectively? Oh yeah. I got another job.
So it began almost three weeks ago. I sign into Facebook and get a message informing me that my email address has been identified by Facebook’s systems as being invalid. I have the option to enter a new email address to confirm, or click the link to reconfirm my existing email. Knowing that my email address is in good working order, I first go into the domain settings and make sure I didn’t inadvertently blacklist the facebook.com domain. I get enough ‘spam’ from their intrusive notification I thought maybe I did and should undo it. But no. Setting my email preferences to leave me the frak alone was sufficient. I even go so far as to officially whitelist facebook.com in the email settings so that nothing on the radcliffulc.org domain is blocking email from facebook.com
Then I go back to Facebook and click the link to reconfirm the email address. It tells me it was successful sending me the reconfirmation. Great I think. So to my inbox I go. No email. No worries, facebook is probably slow to get the mail out.
Now its the next day, I go back to facebook. message is still there about me having a bad email address. i check my inbox. Nothing from Facebook. I check my junk mail folder. Nothing from facebook.
I reclick the link, get told it was successful. check my email. nothing. rinse and repeat over the course of three hours. No email ever received from facebook.
Time to call in customer support. Or so I thought. Can you find contact info to get help from their support team? Frak no. They obviously don’t care enough about their customer base to be that good of a service organization. So I dig through their infamous help center looking for my issue. Can’t find anything about it. I click the one closest to it, about not getting a confirmation email. Afterall, if the confirmation email comes through, i can reconfirm my email address and all should be golden, right?
So two days go by and I finally get an email from Francessco in the facebook team telling me… we have an account associated to this email, please try logging in again.
Um, okay, but that wasn’t the problem now was it? I log in. Message still there.
I reply and give them a lecture on why they really ought to think about shoring up their support options because its a waste of their time chasing down false issues, and more importantly a waste of my time, the valued customer. Let us tell you the real issue up front so you can resolve it swiftly and to our satisfaction.
The next day I get another reply seeming to indicate the got it, and fixed my issue. I log into facebook. The message is gone! Good I thought. Problem solved.
Three days later.
Message is back. click the reconfirm current email link. No email received. Reply to Francesco and tell her it was fixed for a moment, but the message is back.
Reply received that same day that its fixed again. Go to the site, no message. Everything should be good.
Except it isnt’.
At this point I’m back to MySpacing and not checking in on dear old Facebook. A week later I go into Facebook again. Message is there.
Let them know. They tell me its fixed. Message is gone, only to resurface three days later.
So I tell them again.
This time I’m being told it’s an issue with my browser and to go upgrade it and/or delete the cookies/cache.
Four issues with that response:
1) Not receiving a confirmation email from Facebook has nothing whatsoever to do with my browser.
2) I run Internet Explorer 8. There isn’t anything to upgrade too. I’m sure Microsoft, who has a decent equity stake in Facebook, will be thrilled to know they are advising their customers to upgrade from the latest and greatest browser Microsoft has released. Maybe I”m supposed to go to IE9 Beta. Who knows. I bet a well-directed email to Microsoft would get this resolved quicker.
3) My browser is set to dump the cache every time its closed specifically to avoid caching issues. (I’m clearly not as computer-challenged as my would-be support tech here appears to be.)
4) The problem goes away when they make the ‘fix’ on their end… so it isn’t my browser because if it was the message wouldn’t have disappeared for days at a time to resurface later. No, they’re ‘reconfirming” the address on my behalf, and their system is subsequently reidentifying my email as bad. Maybe they should go look into the root cause of the problem and fix that, instead of treating the symptom. This is computer science, not western medicine.
so there we have it. When I get home, I’ll go dump my cookies, frustrating me to no end later down the road when I have to re-enter everything those cookies were storing for me… all so that I can log back into Facebook in a day or two and be right where I started three weeks ago.
And yet you, my friends, insist that this thing is better than MySpace? Why? You can’t blog. You have no options to customize your facebook presence, which means you have limited means to express who you are… instead you have to conform to the facebook image they want you to have. You’re supporting Microsoft by being there (some of you may leave just for that reason alone). Their customer service is probably the worst I’ve seen this decade (okay, so we’re not that far into this decade… but as someone who started their career as a customer service professional, I can tell you that we have right to demand more from them… better service is possible, because I used to provide it to people).
I’m seriously thinking this weekend of starting up a Fan Page on Facebook for Facebook Haters to bring some light into the darkness of their support efforts and DEMAND they improve their service offering. I will probably need to do so under a different account lest mine mysteriously get banned for speaking out against the man…
Yes, I Facebook even though I’m secretly plotting its destruction.
Seriously this is a simple matter to resolve, and three weeks later its still broken.