[pdonis]

If Meta and Google had to provide actual support of the kind you describe to non-paying users, they would not be able to run their operations at scale. When the number of your users runs into nine or ten figures, even tiny error rates in your automated algorithms mean large numbers of people are being erroneously banned, and that is simply unfixable because your being able to operate at scale requires almost all of your processes to be automated. Having humans do them is simply not possible.

The only way I would ever see this getting fixed would be for them to abandon the ad-supported business model and actually charge ordinary users for their services. Whether you like it or not, "you get what you pay for" is a thing. If you are getting a service for free, you actually have no right to any kind of support. You just have to take whatever you get. Yes, it sucks, but unfortunately the only way to make sure you aren't a victim is to not trust anything you care about to these services. Which is why I don't.

[aurareturn]

I get it. I'm not business illiterate.

However, it's still human on the other end. They know they ban a ton of users erroneously. They should have an appeals process for this. For example, maybe allow banned users to pay $1.99 to get a human review. Or provide an actual appeals process or invest in better spam detection.

In my case, it was obvious that it was a mistake. I used NordVPN, a very popular VPN, to browse Instagram.com on my laptop while logged in. Instant ban.

At the very least, banned users should be able to export their data. I had a ton of old contacts on my IG follower/following list that I lost. Impossible to get back.

[strogonoff]

Don’t conflate the concepts of user and customer. “You are a product” as a user is not an exaggeration but ground truth. They run a business, not a charity or government-subsidized public service, and their paying customers are advertisers.

If you have a problem with Big Social banning your free account, you have a problem not with Meta but with this business model being legal. Offering free “service” to collect and retain ad viewer eyeballs distorts the way market is supposed to work, because it’s impossible to compete with free and customers are locked in.

The only way out of this ever-deepening quagmire is to forbid this business model; all users should be paying customers, so the company is accountable to them, they can vote with their wallet, and the market can do its job properly.

[pdonis]

> The only way out of this ever-deepening quagmire is to forbid this business model

I'm not sure this would actually fix the problem. The existing Big Social companies are so committed to this business model that I don't think they are capable of switching. I think some other company (that doesn't exist now) would have to figure out how to run the all-users-are-paying-customers business model at scale for things like search and social media. But who would run such a company? The company that was in the best position to do this, twenty or so years ago, was...Google. They had the tech resources, and they had the "Don't be evil" motto, which back then they were actually making some effort to live up to. And yet nobody there tried to get this done. Who is going to do it now?

[strogonoff]

By “forbid it” I meant “make it illegal” (not as in “big government tell everyone what to do”, but as in “let the market do its job properly”). If it’s illegal, they would have no other choice would they!

[pdonis]

> By “forbid it” I meant “make it illegal”

Yes, I understand that.

> not as in “big government tell everyone what to do”, but as in “let the market do its job properly”

You are missing a crucial point: the current state of Big Social Media is a product of a free market. Users freely choose to take advantage of the opportunity to use these services without paying for them. "Making it illegal" would mean telling all those users that they can no longer make that choice because the government is taking it away, by passing laws that prevent Big Social Media from offering their services for free. And of course Big Social Media will play that for all it's worth in the political debate that would precede the hypothetical passage of any such law. Not to mention that such a law would also be outlawing all the other tech startups that would benefit from a "freemium" business model.

My prediction is that any such law would be taken off the table due to political pressure long before it got anywhere near actually being passed. But in any case, saying that the law is just to "let the market do its job properly" is obviously wrong. "Free market" doesn't mean you get to outlaw freely chosen transactions that you don't like.

> If it’s illegal, they would have no other choice would they!

If we assume the law you propose actually works and isn't gamed (which is already a big if), my prediction is that Big Social Media would either pivot to some new thing that they could charge for (LLM-based "AI", perhaps), or take their cash and effectively go out of business. I don't think they would just say "oh, well" and actually do the hard work it would take to make all their users paying customers.

[strogonoff]

> actually works and isn't gamed

The feeling that law is useless is good for Big Social because it helps uphold the status quo.

In practice, companies don’t like doing things that are obviously illegal, especially criminal.

For example, do phone operators sell your phone records? No, because the penalty is 10 years in prison. One employee with good ethics or bad mood is enough to land top management in jail.

Does “records” mean actual contents of the call? No, it means simply “whom you called and when”.

Does social media contain much more sensitive personal information than phone records? Absolutely.

If the law does not penalize selling that information, it only means the law is inadequate, not that it is useless.

> I don't think they would just say "oh, well" and actually do the hard work it would take to make all their users paying customers.

If they won’t, someone else will. It can even be you or me. This is the beauty of free market where honest competition is possible.

[aurareturn]

I think by now, everyone knows how Meta's business model works. No need to explain it.

The point isn't that I'm a product or a customer. The point is that given the locked in data that can affect real human lives, Meta and Google ought to put more into the process of reversing erroneously banned accounts. I'm not a law expert. Regardless, it's this person who won the case has done a good thing for all Meta users.

[strogonoff]

> The point is that given the locked in data that can affect real human lives, Meta and Google ought to put more into the process of reversing erroneously banned accounts.

There’s many things they could do to affect human lives better, but they have a fiscal responsibility to not spend money on that unless those humans are their paying customers.

Again, this is not a charity. This is a legal business, if you don’t like this you should fight for a change to the definition of “legal”.

[pdonis]

> I'm not business illiterate.

Then why are you saying they should do something that, if you're not business illiterate, you know they can't do at scale?

> They know they ban a ton of users erroneously.

Yes. And they also know...

> They should have an appeals process for this.

...that anything like this that involves humans will not scale. That's why they don't do it: because they can't and still operate at scale.

> banned users should be able to export their data.

Which, again, they cannot support at scale.

Again, the only way this could ever be fixed would be for Meta and Google (and others) to abandon the ad-supported business model. But the only way that will ever happen is if they lose enough users to get their attention. In other words, stop feeding the monster. Complaining that the monster is bad and is doing bad things is pointless now.

> Impossible to get back.

Which, unfortunately, is why you shouldn't depend on them to store such data in the first place.