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FB users buying Oculus VR headsets to get customer service prioritization

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Re: FB users buying Oculus VR headsets to get customer service prioritization

#51

Post by harles »

mmahemoff wrote: post #50
metajack wrote: post #38

Earlier quoted context omitted.

I used oops to help someone I knew several months back. It still exists and worked amazingly well.

I'm sure detractors would find plenty to criticise about a system to prioritise friends and family, but it's smart from a QA perspective. They get a corpus of issues that are falling through the cracks, coming from real people without an agenda.

While that’s useful, I suspect the real reason it exists is to discourage fix-it-yourself options, where an engineer may access sensitive user info to help a friend.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#52

Post by worker767424 »

mmahemoff wrote: post #50
metajack wrote: post #38

Earlier quoted context omitted.

I used oops to help someone I knew several months back. It still exists and worked amazingly well.

I'm sure detractors would find plenty to criticise about a system to prioritise friends and family, but it's smart from a QA perspective. They get a corpus of issues that are falling through the cracks, coming from real people without an agenda.

Better than just not having an agenda, they're going to personally vet the requests like their paycheck depends on it.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#53

Post by toast0 »

saltedonion wrote: post #44
metajack wrote: post #38

Earlier quoted context omitted.

I used oops to help someone I knew several months back. It still exists and worked amazingly well.

Can you elaborate what this system does? Escalates customer support tickets for employees?

Yeah, from my time working at FB, it's basically a customer support queue that actually gets reviewed. Sometimes, there can be some additional discussion between the person looking at the ticket and the employee who reported it, so that clarifications can be made when needed. From what I saw, it's mostly used for account recovery, but sometimes used for bug reporting. FWIW, Yahoo had a similar escalation path while I was there (that seems to still exist).

This is a way to help friends and family get their accounts fixed, and also to help make sure employees don't look at their friend and family's accounts with internal tools.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#55

Post by p1necone »

mmahemoff wrote: post #50
metajack wrote: post #38

Earlier quoted context omitted.

I used oops to help someone I knew several months back. It still exists and worked amazingly well.

I'm sure detractors would find plenty to criticise about a system to prioritise friends and family, but it's smart from a QA perspective. They get a corpus of issues that are falling through the cracks, coming from real people without an agenda.

My cynical take is that its really just there so there's less incentive for people at Facebook to push for actually functional general customer support, because Facebook would rather just ignore issues than spend money to make the user experience better.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#56

Post by denkmoon »

sdflhasjd wrote: post #40
moron4hire wrote: post #37

Earlier quoted context omitted.

> Creating a separate account just for using the hardware is not only expressly forbidden, but can result in you being locked out of your device: I'm not one to defend Facebook, but what you've said is just not true. That only happened to a handful of people at the very beginning and was likely a moderation bug. People aren't getting banned for having burner accounts.

I've had this happen to me on more than one occasion over several years, so I find it very hard to see it as a "moderation bug"

You've had burner accounts disabled, or you've had your oculus quest 2 disabled for using burner accounts multiple times over several years? Impressive considering it's been out for less than a year.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#58

Post by MattGaiser »

shoeshoeshoey wrote: post #24

FB 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…

I would be quite curious what would be possible at some companies if things could be considered beyond 3-6 months or if you could even keep the same team for that period.

I’m intrigued at all the stuff that falls off the wagon just because it isn’t a three month initiative or would need to cross a quarter to be done.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#59

Post by happynacho »

shoeshoeshoey wrote: post #24

FB 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…

Do you know if Twitter has something similar? It would be very helpful.

Re: FB users buying Oculus VR headsets to get customer service prioritization

#60

Post by MattGaiser »

elzbardico wrote: post #39
shoeshoeshoey wrote: post #24

FB 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…

This is disturbingly similar to how criminal enterprises operate, without regard for operational expenses, alienating customers. It is like nobody care much about losing easy money.

I haven’t worked for a company that didn’t leave easy money on the table or waste money because of disorganization, except for the government which just wouldn’t spend any money except employee time.
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