Actually I don't remember that I ever get a reply from facebook support.
But yeah not sure how many support request they're getting considering that spam accounts are popping up every day
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
#82Re: FB users buying Oculus VR headsets to get customer service prioritization
#83Earlier quoted context omitted.
I wonder why Google doesn’t just offer a premium support tier.
They do. Support is part of Google One.
Either it doesn’t work for apps/Chrome extensions or it is extraordinarily badly advertised.
I’ve seen a lot of threads on Google issues. Never heard of this. Thanks.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#84Earlier quoted context omitted.
It does, but "requires a Facebook account" doesn't entirely capture the nature of Oculus' requirements. If, for instance, Twitter sold hardware that required a Twitter account, that would indeed be the beginning and end of it – create a new Twitter account for the hardware, and off you go. What Oculus requires, however, is your Facebook account, as in the one you created over a decade ago and never use but is full of…
> 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.
it's hard to judge how frequent but there are a continuous stream of people and even one prominent YouTube reviewer who got their whole FB account banned (sometimes their actual lifelong account).
https://www.reddit.com/r/oculus/search?q=banned&restrict_sr=...
Re: FB users buying Oculus VR headsets to get customer service prioritization
#85FB 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…
That was literally the only way I got help after someone somehow managed to registered one of my email address under a Facebook account I don't control and tried to impersonate me. I don't even know how that was possible since FB does email verification. I tried the normal help system but got nowhere so I reached out to my friends who work at FB. One of them used the internal help system it was resolved within a coup…
Whenever someone's used my email address, I've used password recovery and taken ownership of the account.
It's amazing the number of systems which don't verify email before giving out an account.
I've taken control of:
Disney
DropBox
Redbox
...
Re: FB users buying Oculus VR headsets to get customer service prioritization
#86FB 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…
That was literally the only way I got help after someone somehow managed to registered one of my email address under a Facebook account I don't control and tried to impersonate me. I don't even know how that was possible since FB does email verification. I tried the normal help system but got nowhere so I reached out to my friends who work at FB. One of them used the internal help system it was resolved within a coup…
The exact same thing happened to me. No idea how.
I thought all the emails were spam, until one day I realized they seemed pretty legit. I went to FB directly, forgot password, and had to use Google translate until I could switch the interface to English. I tried to delete the account, but got locked out. It took a lot of effort to get FB to delete that account.
My FB friends never once offered oops. How sad.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#87Utility services start off as luxuries, and are private and unregulated. This was true with telephone and electric companies. When these services get to a certain point where there are real consequences for not being able to access the system, they need to have public regulation to ensure access and customer service. ISP internet service has definitely reached this point, and I think that there's a strong argument that Google & FB accounts (particularly for businesses) have reached this point as well.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#88There'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.
October 2020 was the month before the US election, and the peak of both disinformation/influence campaigns, and of Facebook-the-website's efforts to combat those campaigns. So the spambot detector sensitivity was turned up to max that month, and if you tried to create a new account, there was a large chance you'd be mistaken for a bot and banned immediately. So a bunch of people who weren't Facebook users got fancy new VR headsets, tried to create Facebook accounts in order to be able to use them, and got immediately banned. The support department for Facebook-the-website was not at all up to the task of dealing with this. This kind of wrecked their product launch; instead of the press coverage and public reaction being about how great their hardware was, it was about all the people who couldn't use their hardware because of account issues.
So now Oculus has a completely separate support department for Facebook account issues, which acts less like it's supporting a free website and more like it's supporting a $300 piece of hardware. And if you have an account issue with the website, and you want to use that support department instead of the bad one, then buying a Quest 2 is not such a bad idea.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#89Utility services start off as luxuries, and are private and unregulated. This was true with telephone and electric companies. When these services get to a certain point where there are real consequences for not being able to access the system, they need to have public regulation to ensure access and customer service. ISP internet service has definitely reached this point, and I think that there's a strong argument th…
I hate FB and Google, but I don’t buy this argument. It doesn’t pass the duck test for me — doesn’t look or quack like a utility in my view.
I am sympathetic to the argument though. Getting locked out of your existing Gmail account could be really disastrous. Maybe there should be regulation for email extrication — if you’re going to ban me, you better allow me to update all of my accounts to not use your email service first.
Re: FB users buying Oculus VR headsets to get customer service prioritization
#90Earlier quoted context omitted.
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.
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.