If you understand the experiences I have had with the “Support” team of Meta (Facebook and Instagram — or any other platform), you would understand the ugly truth… They simply don’t care about you.
Here is who they care about: Businesses that spend over $100,000 monthly in advertising.
Here is who they couldn’t care less about: Everyone else.
Consider yourself lucky if you even get a response
It’s not all doom and gloom, however, even when it feels like Meta Support is playing hard to get. Yes, sometimes they're a tough cookie to crack, but being well-prepared and organized can make the process smoother.
Here are 7 tips for effectively dealing with them, should you have a run-in:
Document Everything: Treat your interactions with Facebook and Instagram Support like a professional exchange. Keep detailed records of all your communications, including dates, times, names of support representatives, and summaries of what was discussed.
Cover everything now and regret nothing later
Screenshots and Evidence: Whenever you encounter an issue, take screenshots or gather evidence that clearly showcases the problem. This visual documentation can be incredibly helpful when explaining the issue to support representatives. The first thing they will ask is for screenshots of the issue as well as links to your pages and profiles.
Be Clear and Concise: When describing your issue, be as clear and concise as possible. Ditch the jargon and break down the problem step by step. This helps support agents understand the situation accurately. Most of the time, the support professional is located outside of the US and English is a second language. The more clear you are, the better they can help.
Provide Context: Give context to your issue. Explain how the problem is affecting your business. Have you made any recent changes to your account lately? Share that, too!
Stay Courteous: Approach interactions with respect and professionalism, even if you're frustrated. Remember that the support agents have the power to put your request further up the ladder if they deem you worthy – and being nice has helped us get more of what we want.
Use Official Channels: Reach out to Facebook and Instagram Support through their official channels, such as the Help Center or Business Support chat only. Beware! Scammers sometimes pose as support agents, so it's important to verify the authenticity of the communication.
Have Patience: Good things, like Facebook and Instagram Support’s response, can sometimes take time. Be patient and follow up at reasonable intervals if you haven't received a response.
At least you gave it your best shot
We hope this helps you fight the good fight, should you find yourself unjustly in Facebook Jail or Instagram Exile.