As a happy Oculus Quest 2 owner and non-Facebook user, I'd like to thank everyone for potentially destroying the customer support experience for me!
How do you have a Quest 2 without a FB account?
Only if you use it as a paperweight
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
#72Before going to extremes, many hacking victims try the usual routes to get customer service but quickly find out it seems impossible to reach someone at Facebook to help fix the problem. Same story with AI lockouts at Google. Even if you do have access to "someone at Google" good luck getting a clear answer of what happened or how to fix the issue.
I think we can appreciate how this is a difficult problem though. Google support would get a torrent of actual hackers contacting them to gain access to someones account. Not restoring access to a few real cases is probably better than giving access over to a hacker. GitLab recently said that customer support will not help restore access to your account if you lock yourself out unless you have an active subscription…
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.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#73FB 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…
> Facebook has a corporate structure that simply will not prioritize any effort longer than 6 months unless a senior company executive To be fair, many companies have some degree of this. They don't want to commit significant resources to something the people in charge don't understand.
A lot of it seems to also be around review cycles. My company has quarterly goal reviewing.
One of the nice thing about my time in government was that there were no review cycles, just a project to be done. Granted, there were many other problems and we cut corners to meet artificial (and in the end irrelevant) deadlines imposed from above, but the central project never got derailed.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#74> "The only way you can get any customer service is if you prove that you've actually purchased something from them," he said. Seriously, this sounds super-entitled to me. Why is this unfair? Also, the advertising supported-model has so many negative consequences. Pragmatically, FB isn't just going to fade away, so wouldn't it be better if they evolved towards a paid model? (Or at least the option to pay.)
Because Facebook doesn't offer a regular subscription service, and for lots of people Facebook is how they stay in contact with their friends and family. So being SOL because some asshole is trying to steal your account sucks. There's nothing "entitled" about wanting back something you lost because of no fault of your own.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#75Re: FB users buying Oculus VR headsets to get customer service prioritization
#76> "The only way you can get any customer service is if you prove that you've actually purchased something from them," he said. Seriously, this sounds super-entitled to me. Why is this unfair? Also, the advertising supported-model has so many negative consequences. Pragmatically, FB isn't just going to fade away, so wouldn't it be better if they evolved towards a paid model? (Or at least the option to pay.)
I think if FB offered a $5 “talk to a human” option or a premium tier for users, then people would be satisfied. But instead there is this clunky hack of buying an Oculus device.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#77Earlier quoted context omitted.
Because Microsoft slowed down the development of tablets? Sorry, I’m not familiar with the story of the Surface
The original MS product called "surface" was a big table computer with a touch screen costing around $8K.
Ahh yes, the big-ass table.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#78Huh. Well, I guess this does shift the individual from product to customer, although it seems like quite a drastic measure to take. The real moral I guess is, set up 2FA and maybe that trusted recovery person feature, whatever they call it.
You're even more-so the product with a FB device on your head. You're just paying to be tracked in a much more intimate way than before, why else would they now require a FB login?
Re: FB users buying Oculus VR headsets to get customer service prioritization
#79Earlier quoted context omitted.
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.
Yes, every ticket on Oops that's found to be actionable should result in a postmortem about why the regular security & customer support channels failed.
A few of those and you'd get a mostly functioning system.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#80Earlier quoted context omitted.
Does this model require an FB account to be used as intended?
A number of people make a FB account just for the oculus.
It's highly risky .... it is directly against Facebook TOS and people are actively banned for it, not only losing all their purchases but sometimes their lifelong real facebook account as well.