Facebook is a multi-billion dollar monopoly company that impacts the lives, mental health, and businesses of billions of people around the planet and they offer a customer service experience that is magnitudes worse than oft-hated companies like Comcast and AT&T. It has become clear that Facebook only likes people for their data and they do not want to have humans actually help out their human users.

It doesn't matter if you pay them or not, their customer service system is designed to be self-serve only and questions in their own help center go frequently unanswered or the answers provided are not helpful to users. 

After Facebook come back online from its crash on March 13th, 2019 thousands of people woke up to find themselves locked out of their accounts at the social media giant and from applicable apps such as Spotify, Hulu, and Tinder. This was due to Facebook's buggy and horribly designed 2-Factor Authentication system which frequently fails to send SMS codes, bars users from repeat requests, and has no viable alternative options. Facebook offers an online form to regain access to your account, but based on my personal experience (It's been 8 days for me) and tweets from others it can take Facebook weeks or months to reply to someone who has been locked out by their broken 2-Factor system.

During this time it is impossible for a business owner, group admin, or page admin to access various tools such as Facebook Ads (which can continue running giving Facebook money), Business Manager, Creator, and Group Moderation. It has been a full week and most of those locked out during this crash (or before) are still locked out and there is no recourse, no word from Facebook, no way to get them to fix the problem for those users.

Business owners can have hackers steal their pages on Facebook and have no way of getting those back or even notifying Facebook of the theft. Those hacked pages and stolen groups can go on to be used for scams, spreading malware, or spreading social / political discourse.

Normal Facebook users stand to lose years or even a decade of photos, videos, message, memories, and connections. And it is a violation of Facebook's Terms of Service for them to create a new account and if they do that new account is often banned without allowing the user to gain access to their old account.

Enough is Enough.

We demand that Facebook build a better customer service team designed to be responsive and equipped to resolve problems. This team should reply quickly (with in hours) to customer complaints especially those from Advertisers, Business owners, Group Admins / Moderators, and Users who find themselves locked out of their account.

If Facebook wishes to ban a user that user should have the right to download all of the content they have uploaded to Facebook over the years, especially their photos and videos.

If Facebook doesn't build a better customer service experience for Facebook, Instagram, Messenger, and WhatsApp users then it is time for us to leave Facebook behind.