Facebook fiascos

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I have recently seen several posts and received a couple of messages on Facebook from friends saying their account had been hacked and no to accept a friend request from them.

The posts – and messages – state:

“Hi….I actually got another friend request from you which I ignored so you may want to check your account. Hold your finger on the message until the forward button appears…then hit forward and all the people you want to forward too…. I had to do the people individually. PLEASE DO NOT ACCEPT A NEW friendship FROM ME AT THIS TIME.”

Well, I have to admit, I am not overly gullible when it comes to social media and its foibles.

Firstly, I wouldn’t accept a friend request from someone I was already friends with. That would just be ridiculous.

Secondly, I take everything that pops up on Facebook with a pinch of salt and don’t react until I have more facts.

So, I did some digging.

And guess what?! Yes, that’s right. It is all a big hoax.

It’s basically a digital chain letter that’s scaring the bejezus out of Facebook users and tricking them into thinking their account has been hacked.

It’s not the first time…

Of course, it’s fairly understandable as to why it’s putting the wind up people.

Only last month, there were reports that Facebook had actually been hacked.

Hackers exploited code which enabled them to take over the accounts of some 50 million users.

Scary shit indeed.

Though of what use information about what people had for dinner or did at the weekend is to hackers, I’m not quite sure!

The personal data bit though… well yes, that’s kind of perturbing.

The bad guys apparently exploited a vulnerability in the “View As” feature, which lets you see what your profile looks like to other people.

It meant that they – the attackers – could access the digital tokens that keep you logged in to Facebook.

And then? Well, I guess once they had access they could do whatever they liked. Either stealing personal information or fraping users.

Either way, it’s rather disconcerting for the millions that use the app. And not exactly the right kind of emotive end user experience.

Heads in the sand…

Of course, Facebook didn’t say much about it other than to say that their investigation into the data breach was still in its early stages.

I don’t suppose it’s any real surprise to consumers out there. They have already been hammered by a whole series of security and privacy violations.

Congress even grilled Zuckerberg about such incidents back in April. And was very cagey as to why – and how – 87 million people had had their profiles scraped and improperly shared with a political ad-targeting firm.

Let’s face it though… the only thing the Facebook CEO cares about is filling his coffers.

I hope he pays his customer feedback management teams well, especially considering that a whole ton of users probably blow up their support mechanisms on a daily basis.

Not that they listen, of course.

I have tried to reach out to support on numerous occasions over the past few years to ask for help with business pages.

Did I ever get a reply?

No! Zip. Zilch. Nada.

I even friended the main man himself and sent him a message complaining.

Seriously. They have about as much interest in customer comments and feedback as pigs have in learning to sky dive.

I often wonder if such a team even exists.

How they have retained 2.2 billion users really confounds me.

Does loyalty make them lax?

If your average business ignored user feedback or consumer satisfaction levels on such a scale, their brand would have failed a long time ago.

What gives Facebook the right to not give a damn about users and still be raking in the cash?!

It’s farcical, really.

Of course, people love Facebook.

Granted, most of the time I think the content is all nonsense and I haven’t read anything interesting in a long time.

Though I do like to keep track of friends and relatives that live overseas.

So, even though I don’t tend to scroll down for more than two phone  screen/s worth of posts, I am still one of those ‘loyal’ users that checks in most days, even if only to be sorely disappointed.

I really wish that Facebook didn’t own Instagram.

Otherwise I’d be jumping for joy that they lost 2.8 million users last year.

Serves them right for not giving a shit. That’s what I say.

For this year, it’s estimated that Facebook will lose around 2.1 million users aged under 25.

Fortunately, not all of them will migrate to Instagram and help Zuckerberg to further increase his wealth.

Yes, around 1.6 million people are expected to start using Instagram, but 1.9 million are anticipated to migrate to Snapchat.

In your face, Zuckerberg!

Loyalty lessens

Ok, so we know that there will still be nigh on two billion people that will be using Facebook, but it is small justice in light of their severe consumer disinterest.

And it should make the rest of us sit up and listen.

It doesn’t matter how many end-users you have.

Or how loyal they are.

You have to give a damn.

Answer their queries.

Address their concerns.

Have an effective and responsive customer feedback management team.

Carry out end user experience monitoring.

It’s a competitive world out there and there are other options, even if they don’t tick all the same boxes.

So get things right. Because, if you don’t, people will start to jump ship.

And if enough people jump, it’s the end of the line.

Let’s be honest here… you’re not going to be remembered like the Titanic.

You’ll just be a forgotten, empty vessel at the bottom of the ocean.

Now, if only we could get Zuckerberg on a sinking ship…






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