I first signed up for Facebook more than a decade back. This was the time my school classmates reunion started. We thought it was easy to stay connected in Facebook rather than on emails. I was able to connect with lot of my classmates and other friends in Facebook. After a point I was connected with almost all my friends and since I didn’t find staying on Facebook useful, I left Facebook by following the process of account deletion.
I again came to Facebook a year back when I started blogging. This was primarily to share my blogs with friends. I was completely occupied with work for a while, instead of remaining inactive I erroneously closed my blog account and Facebook account.
One more time I signed up for Facebook account around 3 months back with the same email id and my account was started. When I added my profile photo and phone number I immediately got a pop up in the browser that my account is disabled and I have to submit some documents to confirm my identity. I went through the type of documents and submitted relevant documents using Facebook help center. I got a pop up that Facebook will get back to me shortly. I waited for a month and since I got no response, submitted the same documents again. I again waited for a month and submitted the same documents to confirm my identity and am yet to get any response. In this experience I have the below fundamental questions or suggestions.
SLA – I completely respect Facebook policy that they must be certain am not creating any fake id. Since, am coming back to Facebook again they must check my identity and if required can also ask some questions. What I don’t understand is even after submission of all relevant documents I haven’t heard anything from them in the last 3 months. I hope Facebook help center have a SLA to address any concern or on the issues like the one I have. They must check the documents and get back to the Customer if they have any additional question.
Facebook Helpdesk – In most of the business these days we have a helpdesk. Once I have a concern and report to Facebook or on the issue I have where I submitted the documents, I must ideally get a ticket number. I must know at any point of time why my account is disabled and what is the status of the document submitted. There must be also an escalation matrix where customers can escalate if there is a delay in addressing the concern or if the account was wrongly disabled considering their policy.
Whatsapp – Whatsapp is owned by Facebook and my Whatsapp account is very much active. Facebook can check about my usage in Whatsapp if required to ascertain about fake id and also how am using the account. I don’t use Whatsapp against their policy and I have never used Whatsapp for any inappropriate purpose.
I would have definitely sent my concerns or suggestions to Facebook if they had a helpdesk. Am writing this with the hope someone in Facebook will read and consider my suggestions. I request Facebook to have a helpdesk and also have timelines to address customer concerns. Am sure it is only going to help Facebook.