this post was submitted on 18 Jun 2024
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I'm particularly concerned about companies who have effectively outsourced their tech support to Social Media.
I am a Google Fi subscriber, and their customer support is so abysmal that a Google employee started up a "Reddit Request" system for Redditors to use to escalate support requests.
When I quit Reddit in a huff over the APIcalypse, the main thing that led me to not delete my account was the notion that if I ever had issues with Fi, and didn't have an active Reddit account with sufficient karma to be believed, my issue may never get enough attention to be fixed.
I got banned for something really stupid and they denied my appeal so now I'm kinda just fucked for a lot of stuff, that is too much power for one site to have.
FWIW All I said was "I should be allowed to punch nazis" and I've seen way worse things than that said and not actioned on by reddit. (Even when reported)
There are entire communities that "glorify violence" that they do nothing about.
Like many others who no longer use Twitter or Facebook, one of the biggest impacts to me is suddenly not having a reasonably proactive way to contact companies for support. It’s amazing how many companies have offloaded their support staff to half a dozen overworked social media operators. Try phoning and you’ll get “busier than usual” phone lines, and if you can even find an email address it’ll auto-reply to say that it’s no longer monitored.
It’s a shit show.
Seriously, I had an issue with Uber awhile ago and their support was completely unhelpful until I contacted them on Twitter and an employee finally looked at my issue and confirmed I was right instead of giving me bullshit answers.
This is literally the only reason I haven't deleted my account there is for situations like that.
At a certain point that "unusual call volume" is just the standard call volume. They just don't want to hire more support folks.