I used to own a large APAC agency. We had six figures in Facebook going through us every month. Issues like ad accounts being blocked, poor performance, etc received no feedback or conversation. Google over time assigned an account manager and improved support but Facebook was always awful. In one instance email went to Sheryl Sandberg, reply to which got forwarded down to 6 people who eventually gave us a 'this is policy' answer. I often advice founders to find friends who work there to get their issues resolved - because there is no formal sensible way to get it done.
Silhouette|5 years ago
Yes, Facebook is a complete train wreck, which survives in spite of its abysmal technology and support for its real customers rather than because of them. Even then, speaking only from the point of view of a much smaller business that has been a regular Facebook advertiser in the past, it probably left 33-50% of the money we would have spent with it on the table simply because we couldn't spend that money on the Facebook platform due to all the bugs. We redirected those funds to other channels instead. And yes, we too only got around Facebook's systems demanding nonsensical or literally impossible things that would have totally blocked our access at least once because we knew a senior dev who worked there and could escalate internally.
Unfortunately, this model seems to have become SOP for big tech service providers in recent years. Google are similarly non-communicative and have also provided such a bad experience to us as an advertiser that we stopped all our ads on their platforms for a long time. It's not just the big advertising platforms, either. Every payment service we use (including some that are darlings of HN) has messed us around horribly over the years, too. Unless you're spending literally millions of dollars per months with these tech giants, it seems they've decided it's not commercially sensible to offer any meaningful support, and presumably to accept that in some cases they'll lose customers entirely and damage their reputation as a result.
fred_is_fred|5 years ago