The first of every month my Facebook friend, let’s call her KB, posts a greeting that is unique to her. Yesterday was December 1 and KB was nowhere to be found. I searched my friends list, no KB. Did she unfriend me? Had I done something to offend her?
It’s not likely, if KB doesn’t like something she’s more likely to tell you than unfriend you. But other scenarios I could imagine were much worse. So I checked with another Facebook friend, who was also worried and had been searching for KB too.
I decided to email KB and ask her if she and her family and business were OK. I wasn’t sure I’d hear back, we’re not frequent emailers, I wasn’t even sure the email I had was still good. I considered googling her name, but didn’t want to find bad news. So I waited.
And guess what? KB emailed back almost instantly! She was fine! Her business was fine! Her family was fine!
What’s not fine? Facebook is not fine. She says Facebook ‘assassinated’ her a few weeks ago. She doesn’t know what happened. Maybe she was hacked, but there’s no definitive proof of that. All she knows is that Facebook erased her and all her associated pages including her Instagram.
She’s been working ever since to get it restored but she says Facebook has virtually no customer service and she’s come to a dead end for every clue or suggestion she’s tried to pursue. She says she’s grieving her Facebook friends, those she only connected with via the social media platform.
And she wonders about others out there, maybe isolated individuals with access to others only through a platform that can summarily dismiss you forever with no options and no consequences to them.
So….what’s the deal Facebook? If KB said something you objected to (and I can’t imagine what that would be) don’t you usually give second chances? Some explanation? Something??
And how come a big company like you doesn’t have adequate customer service? KB hasn’t even been given an explanation as to what happened. Is this the way you run your organization? Giving Tuesday was this week, you’ve done a good job in helping nonprofits raise money for their causes…so you care….right?
So how about caring about an individual who’s fighting to stay connected to her community? Ignoring her is not a good look. Facebook.