![]() ![]() Rinker needed to contact someone from Facebook for help, but when she called there was nobody home. A graph indicated that 50 Shades of Pink was generating zero user activity. In early February, Rinker noticed a problem with Facebook's backend system, which she uses to manage the group and track analytics and growth metrics. She's a Meta certified community manager, overseeing a massive Facebook group of users who love the color pink.Įach day, some of the more than 420,000 members of 50 Shades of Pink, a group created by Rinker in 2012, log onto Facebook to share photos of pink flowers, pink Cadillacs, pink spatulas, pink hair, pink sunsets and even pink telephones. MeLynda Rinker has a front-row seat to the chaos. In August, Meta's vice president of governance, Brent Harris, told Bloomberg News the tech giant was looking to improve its support.Ī Meta spokesperson declined to comment for this story but sent CNBC examples of various ways the company has invested in customer service in recent years, including a small test of a live chat support feature on Facebook and a support site for some creators. It's long been a challenge for Meta, given that Facebook and Instagram are used daily by billions of people. The slashing of customer service has left Meta unable to address user issues ranging from people being locked out of their accounts to software bugs not getting fixed in Facebook Groups. Taken together, they tell the story of a company whose quick pivot in late 2022 from rapid expansion mode to forced contraction had an outsized impact on parts of the business that don't generate revenue. Department of Labor, many of the layoffs affected staffers in client support, customer experience and communities.ĬNBC spoke with influencers, small businesses and Meta account managers as well as a half-dozen former contractors and former Meta employees about the deterioration in customer service at the company since the job cuts began in November. However, she soon realized that her requests for help continued to go unattended, telling CNBC it's "literally like it goes into the void."Īccording to former Meta employees and documents filed to the U.S. She thought that, in becoming a verified user two months ago, she would receive a higher level of support. "This is my brand and I work really hard to build it to be something impactful and positive."Įven prior to the cost cuts, Karlova said Instagram failed to quickly remove fake accounts when she would report them despite the fact that new fraudsters would pop up by the week. "This is really damaging," Karlova said in an interview. ![]() As part of the company's two rounds of layoffs, equaling roughly 21,000 job cuts, Meta gutted wide swaths of its customer service operation, leaving influencers and businesses with nobody to contact about their accounts.įor Karlova, that meant internet scammers were suddenly given free rein to her profile, stealing her photos and creating fake accounts that they could use to deceive Instagram users, in some cases convincing them to send money for what they described as adult-related content. When Meta, the parent company of Facebook and Instagram, began its cost-cutting spree in late 2022 and amped it up this year, Karlova's Instagram account turned into collateral damage. Karlova, who lives in Los Angeles, even became a verified Instagram user, signifying at the time that she was "notable and unique," according to Instagram's help center. Personal Loans for 670 Credit Score or Lower Personal Loans for 580 Credit Score or Lower ![]() Best Debt Consolidation Loans for Bad Credit
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