Wednesday, October 12, 2011

Facebook customer support

If you have hundreds of millions of customers, any small percentage of them requiring customer support is immediately a huge and costly problem. Thus Facebook decided some time ago to not do any customer support by e-mail any more. If you send a mail to some old support e-mail address from Facebook, you'll get an automated reply telling you to use the Facebook Help Center. Unfortunately the Help Center only helps with problems that occur frequently enough to justify their own web form. If you have a problem that isn't common, like wanting your Facebook Connect app deleted on a disabled Facebook account, you're out of luck. I found a blog with info on how to contact Facebook, but that only gives you a list of the various web forms available on the Help Center.

Fortunately Ubisoft / Blue Byte has better customer support and is working on a solution to recover my Die Siedler Online account that had been locked down through Facebook Connect. Otherwise I would have been totally stuck, because Facebook simply refuses to talk to me, whatever web form I use to get this resolved.

In the end I think the most useful Facebook web form on their Help Center is the one that enables you to delete your account completely (and even that takes two weeks). In case you are interested, here is the link:

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