They mention they had FB representatives physically received at their offices. Couldn't they join those directly?
I expect that if you spent 57 mio $ in any business, the minimum would be to have a direct telephone contact with a sales rep / account manager and to review the relationship quarterly.
I suppose that's the real problem with these kind of issues; you see the same on e.g. YouTube where even fairly large channels acting in good faith can run in to problems. I don't think there's any malice involved, but it's just too much effort to fix, there are other things going on, and they've got enough money anyway: so why bother?
Even just a few years ago, Facebook's revenue was a lot smaller, so that would explain why they were more outgoing at the time.
FB revenue in 2019 was 70e9$. I also assume that Freebies spending was not constant over the 16 years. So their spending represented almost 1/10000 of FB revenue.
I agree you can probably afford to lose that as a business owner but you probably can't be "meh, whatever" either. I expect that a decision of that scale would have probably be considered by many people / relatively highly ranked employee.
(At least, at that scale, I wouldn't give the authority to two low level support staff and an algorithm to delete 1/10000 of my global revenues...)
And there are probably other factors as well, such as poor internal communication, algorithms making poor decisions, and more. But those are all solvable problems and I suspect that "meh whatever"-attitude plays a fairly large role in them not getting fixed at various levels. I mean, if my company left 330k/month on the table then I'd run after that faster than Usain Bolt. But do you think Zuckerberg or other top-level managers at Facebook will?
But I have no insight in any of this, so I'm just guessing really...
> I have visited their offices and have hosted their representatives at mine. I still cherish my relationships with all of them.
> Over the past few years, however, the lines of communication have gone dark. Instead of our trusted Facebook partners, we found ourselves trying to communicate with 3rd party contractors who didn’t always share our goals and objectives or understand our business. There was little interest in helping us understand new Facebook policies or what we were expected to do to comply with them.
If they could work out something with the customer representatives to mostly keep doing what they want to do while fitting within the letter of the policy, that would just indicate a bug in the policy text that needs to be fixed.
Two sentences later it becomes clearly that those contacts have left or whatever and they have been since dealing with whoever was not really involved with Facebook.