[jagtesh]

Facebook (the social app) and Google (Ads, Play Store, etc) are no different. I’ve read countless accounts from many individuals and small/independent app developers about their accounts being suspended or terminated with little to no means of redressal.

I will go on to say that this remains a generally unsolved problem for companies working at scale that are under scrutiny and dealing with financial or social fraud. They are willing to accept false negatives instead of false positives.

I worked in an organization that prided itself with great customer service, and they did deliver. The cost of doing so (resolving each case manually, often giving benefit to the customer) is significant.

Amazon is another prime example of a company that does customer service well - though that might have some consequences on their work culture (mistakes are not easily forgiven - since the cost is so high). Not an apples to apples comparison though, Twitter is ad based (much higher volume/users needed for revenue) unlike Amazon.

More users = more challenges with the same level of staff. That’s how you end up with a cheap processes (lots of automation, outsourced reviews) designed to handle 90% cases vs. an expensive/more thorough process (manual checks by experts along the way) that can handle 99% cases.

[rurban]

> Amazon is another prime example of a company that does customer service well - though that might have some consequences on their work culture (mistakes are not easily forgiven - since the cost is so high).

Certainly not. In fact they have one of the most incompetent customer services. When I changed my bank account, they didn't change my bank account, but rather created a new user with the new bank data. Then when I asked them to remove the old wrong account, they were very nice confirming that they will do that. But instead they deleted my new account, with only the old account remaining. When complaining about that they ignored it, so I just deleted my old account also, and am a happy non-Amazon customer since.

[chimprich]

I'm sure there are counter-examples, but Amazon generally do have quite good customer service. When I've had a problem with a delivery I've been amazed to be able to contact a human quite quickly and have them investigate. Just being able to talk to a human is startling compared to certain other tech behemoths.

[sebastialonso]

Beware of anecdotical arguments, they aren't arguments.