[Abishek_Muthian]

> You can potentially request all your data (and data about the hack)

It is impossible to backup the existing page using Facebook Download Page tool for a page with large number of users, I've been trying that for months[1] to delete my Facebook account. Perhaps if initiated by their end it might be possible but then again does requesting user data using personal account include page data as well?

There's now a 'How can I reach a human at Facebook' post making to the top of HN every month in vain. I think that Facebook employees in HN don't want to reveal themselves for obvious reasons, But what I would really like to understand is what reasoning a company has to remove all support systems?

Closest I can come up with is "We can control all user actions on our platform to X% accuracy that we don't need any support system for the eyes and just maintain it for the wallets".

[1] https://abishekmuthian.com/meta-is-holding-my-facebook-page-...

[vertis]

In the OPs case it would be less about getting an actual copy of the data, and more about the asking from the legal team (or some other human). The data I was thinking about was logs to help catch the hacker and a record of all the actions taken on the page (event history), as opposed to the 57k users. Like in the above linked article from patio11 (Dangerous Professional), it's a papertrail.

I agree that it's irritating that a lot of the big companies make it almost impossible to speak to a human, but I understand why. I've been on the other side of support enough times to know that they have to wade through an enormous volume of stupid questions for every one legitimate problem. It just doesn't scale.

There does need to be an escalation path somewhere for items like this, but how do you differentiate between this and the million people that claim their page was hacked when in reality they just forgot the password or accidentally deleted it.

That doesn't make it appropriate, but it does make it easier to understand. Everything is systems at a certain level. Capitalism is one part of that, but also just the sheer scale of it. Facebook has 2.6 billion monthly active users[1].

Lets say that every year 5% will think they need help, it's an arbitary figure, because I just don't know. They may or may not need help but they come across a problem they can't solve and want to reach out for support. Note: It's not necessarily the same 2.6 billion users each month, but let's ignore that.

    mau = 2.6 billion
    needing_help_yearly = mau * 0.05                   // 130,000,000
    needing_help_each_day = needing_help_yearly / 365  // 356,164

The average time to resolve a ticket is hard to know but I found one example that suggests 8.6 minutes[2]. I have no idea how accurate that is, or whether it's applicable to social networks.

    average_time_in_mins = 8.6 minutes
    support_mins_per_day = average_time_in_mins * needing_help_each_day     // 3,063,013 min 42 s
    support_hours_per_day = support_mins_per_day in hours                   // 51,050 h 13 min 42 s
    humans_needed_for_support = support_hours_per_day / 8                   // 6,381

This is a gross simplification, and you could play with a lot of variables to change these numbers, but it gives an idea of the scale.

Compound this with an attitude that they don't NEED a human in the mix, and the complexities and costs of managing a a support team and it starts to make sense why they don't offer support (even if they should).

[1]: https://www.statista.com/statistics/268136/top-15-countries-... [2]: https://www.thinkhdi.com/library/supportworld/2019/metric-of...

[Abishek_Muthian]

Large number of users is not an excuse as several businesses use Messenger bots to handle common customer queries and handover to humans for escalation.

Heck, I myself have developed Messenger bots with over 100M conversations through them.

So actual `humans_needed_for_support` would be much lesser if Facebook used their own product.

[vertis]

I agree that there are many tools including bots that can cut that number down. Every time you're prompted with a bunch of articles before you submit a ticket to any help desk, it's part of that (given your bot reference I'm fairly sure you know this).

The numbers are a fantasy scenario anyway, even 10% of that (600 support staff) is not small, and it's not a cost Facebook wants to bear.

They should do support, but then, they should do a lot of things that they don't do.