| 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... |
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.