Kevin SchultzOne of the most short sighted decision Google, Facebook, Twitter made was refusing to do "customer support" for the users. Just undermining trust and user experience at every turn. Just another example here: https://thereformedbroker.com/2023/05/01/why-i-deactivated-my-facebook-page/
I made this point internally when I worked for Facebook but there were a litany of excuses as to why we couldn't do better. I'm sure if it had been a priority something could be done.
Bridget (née Bill) Phillips@kschultz The company had an institutional belief that A/B test results were an expression of (a) customer preference, and (b) long term customer satisfaction
The result was a system that, while ostensibly run for the benefit of its users (there was a lot of internal talk about empowerment and connection!), in practice gave the hoi polloi no power.
A functioning customer support system would at least have given the customer some kind of real voice. So... good on you!
@billjings yeah, there was also an employee internal support escalation system so you could help out your family members (so they would stop complaining to you about the lack of support). I compared it to American car companies giving their execs higher quality cars than what they sold to the general public.