Since you're admitting that there's lots and lots of people on Facebook, from where do you expect it to get the manpower required to review (properly) all the many cases that might appear?
And meta (etc) make more than enough profit to not be this bad. It’s just that view ‘if I don’t pay, I deserve nothing’; that really should only be true if the company makes nothing from the service (aka a charity).
"All of our agents are currently busy. Please hold and we will answer your call as soon as possible."
Meta had $116,610,000,000 in revenue last year. It can find a way.
It's always so baffling to see people on HN rush to defend these massive companies, pretending that they're resource-strapped like two guys in a startup working out of a garage.
2. Revenue is how much money company can spend on various things, they just need to prioritize which things are the most important for them. Facebook obviously do not prioritize customer support.
3. Recent layoffs mean then now have more free cash to hire support people :)
It's always so baffling to see people on HN parrot this line as if it was fact or truth, when it's far from either.
Yes, there are lots of businesses that exist only to make money. But there are millions more businesses that exist for other reasons. And, no, I'm not talking about non-profits. Kelloggs, for example, was founded to improve the nutrition of people at a health retreat.
The whole moustache-twirling moneybag-hoarding billionaire thing used to be a cartoon, because it was so misaligned with the reality of society. But in the Silicon Valley bubble, this has been turned on its head and elevated into some desirable goal, as if the only way to judge a company's value is by dollar signs. It is not.
(It wasn't even Silicon Valley that started this flip. It goes back to the 80's, as parodied by the character Gordon Gekko in the film Wall Street.)
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[1] For now at least. It is failing a bit and likely to fall off worse over time, that is why they are scrabbling for the next big thing (pinning their hopes on VR until something less “meh” comes along)
What is the issue?
Meta has announced a 40 Billion dollar stock buyback.
It's not like Meta is unprofitable or a starving scrappy small startup.
If, however, the support is of the "you've modified or cancelled my account" type, that should just be counted as part of the cost of doing business.
It's their problem to solve.