If the moral of the story is that you only get customer service when you are an actual customer, I say, yeah, duh.
FB users buying Oculus VR headsets to get customer service prioritization
121–130 of 359 posts
Re: FB users buying Oculus VR headsets to get customer service prioritization
#122FB had an internal help system called "Oops". It was meant for employees to get help for friends they knew in real life. It was discontinued not long ago (EDIT: maybe not according to a child comment). There were just too many requests for help. Facebook has a corporate structure that simply will not prioritize any effort longer than 6 months unless a senior company executive (Mark, Sheryl) supports it. Even if it af…
The 6 month priorities are due to PSC, Facebook's performance review cycle. Work that took more than a half effectively doesn't count for bonuses or promotions and could possibly get you fired, so it's disincentivized.
Are you saying projects are highly encouraged to be completed within just 6 months?
Re: FB users buying Oculus VR headsets to get customer service prioritization
#123The real travesty is that you have to have an account to use the headset.
Yes, and nearly everyone called it the moment Facebook bought Oculus. That any journalists at the time actually gave credence to Facebook's claims Oculus would remain independent is incredibly shameful. As for me, my Rift sits unused in a box. The Oculus desktop software may be the worst piece of shit I've ever used and I can't lay eyes on it without wishing ill upon its developers.
The OG Rift is still pretty great -- unlike the newer products, it doesn't require a Facebook account, and you can use it with SteamVR if you want and not really even bother with the Oculus software.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#124Re: FB users buying Oculus VR headsets to get customer service prioritization
#125Earlier quoted context omitted.
Maybe hire some people to handle it? But that would cost them money. That's why companies like Google and Facebook have crap support. The cost of not having it hasn't exceeded the cost of implementing it.
The people are the problem, they can be tricked in to giving access to the wrong person. That's why I'm suggesting some kind of identify verification service is the only safe way. It is not reasonable to have every service have it's own identity verification venue in every city so it would have to be centralized some how.
How come other tech companies can handle customer support but Facebook can't? Oh that's right they can but just don't do it. It's not like they can't afford it but would mean slightly less profits. Like I said they don't do it because the cost of not having a support staff hasn't exceeded the financial liability of not having one. Tech companies can and do provide customer support at scale. It's not that it can't be done, Facebook just doesn't do it because you losing your account is an unnoticeably minute lose of potential revenue compared to the cost of providing support. You losing your Facebook account doesn't cost Facebook shit. Fixing that problem does. But instead of just proposing Facebook hire a support staff you want everyone to now give copies of their ID's to Facebook instead? Facebook. One of the most egregious exploiters of our personal information for profit. And the answer is to just give them more because the massive amount of information they already have isn't enough to solve this trivial issue. Have you considered that Facebook is just a corporation who's sole purpose is to generate revenue for it's owners and shareholders like every other corporation and you are just a commodity to them? Facebook has the money to solve your problems with Facebook but why would they bother when no matter what they do everyone just keeps using Facebook.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#126There's a bit of a story behind this. Oculus is owned by Facebook, but the Facebook website and the Oculus headsets/software are by different teams working in different states. When Facebook bought Oculus, they decided to get rid of the Oculus-specific account system and use only Facebook accounts. The Facebook account requirement took effect with the launch of the Oculus Quest 2, which launched in October 2020. Octo…
That’s funny, it’s just too late for me. I just returned two Quest 2s because we couldn’t create Facebook accounts. Ironic. I’ve spent years not even wanting one, and when I do, it was impossible.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#127There's a bit of a story behind this. Oculus is owned by Facebook, but the Facebook website and the Oculus headsets/software are by different teams working in different states. When Facebook bought Oculus, they decided to get rid of the Oculus-specific account system and use only Facebook accounts. The Facebook account requirement took effect with the launch of the Oculus Quest 2, which launched in October 2020. Octo…
So FB can take over the VR market by over-moderating FB, and making Oculus a requirement to get support. Looks very anti-competitive and illegal.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#128There's a bit of a story behind this. Oculus is owned by Facebook, but the Facebook website and the Oculus headsets/software are by different teams working in different states. When Facebook bought Oculus, they decided to get rid of the Oculus-specific account system and use only Facebook accounts. The Facebook account requirement took effect with the launch of the Oculus Quest 2, which launched in October 2020. Octo…
Just one point of clarification. We (the Oculus team) were based in Irvine, CA, but we were well under 100 people when we relocated to the Facebook headquarters in Menlo Park in 2014. Organizational barriers came and went, but there wasn’t a meaningful physical barrier.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#129I honestly do not understand why any sentient person would have anything to do with Facebook at this point, VR headsets or not. It is just an awful company, period.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#130Earlier quoted context omitted.
The people are the problem, they can be tricked in to giving access to the wrong person. That's why I'm suggesting some kind of identify verification service is the only safe way. It is not reasonable to have every service have it's own identity verification venue in every city so it would have to be centralized some how.
How come other tech companies can handle customer support but Facebook can't? Oh that's right they can but just don't do it. It's not like they can't afford it but would mean slightly less profits. Like I said they don't do it because the cost of not having a support staff hasn't exceeded the financial liability of not having one. Tech companies can and do provide customer support at scale. It's not that it can't be…
>How come other tech companies can handle customer support
I would challenge that assumption. There are countless stories of ISPs, carriers, Sony, etc handing over someones account to a hacker because the hacker called up and said they were locked out. How do you verify someone who has called up on the phone to see they are the real owner of the account and not the person who knows the current password?
I would rather have maximum security on my account. 2FA, other methods of verification. And if I get locked out I get locked out. Hopefully the account would be set up to self destruct after n months inactivity. I can create a new account and upload my backups. I would much rather this than allowing some random tech support person hand over my account to someone on the phone.
There is also the "You get what you pay for" thing. Support costs money and people are not paying for Facebook. I pay for a Google One subscription and this gives me access to customer support. I also do a monthly data dump using Google Takeout so I am prepared to either create a new google account or move to an alternative platform if my account is locked.
Getting locked out and having no one access my account is far preferable to having someone else given access to my account.