Facebook & Zynga Blog

A No Holds Barred Approach.

>I Am Fighting To Try And Get You Some Answers

>

Here Is an email I sent to Facebook & the mucky mucks there to try and get answers for all of you with these questions. I figured I would start with these questions first and try for more later. They never return any phone calls or answer any emails thats why I put some of the big boys on it.


from: john sweeney

to: pjanzer@facebook.com, bling@facebook.com, mzuckerberg@facebook.com, eschrage@facebook.com, elliot@facebook.com, josofsky@facebook.com, info@facebook.com, legal@facebook.com, customerservice@facebook.com, press@facebook.com

date Thu, Aug 19, 2010 at 3:06 PM

subject I need answers for my show and column

mailed-by gmail.com hide details 3:06 PM (1 hour ago)


To the following at Facebook,


I have repeatedly attempted to contact you for comments to some questions I have for a column I am writing and for answers to my listeners on my talk radio show. I have never heard back from anyone to address these concerns that your users are encountering, So I will try once again. If you would be so kind as to answer my questions please I would greatly appreciate it.


My questions are as follows :



1. Why the sudden change in policy as to what a fake account is? You have been disabling hundreds of good peoples accounts for what you are saying, “they have been reported as fake accounts” . When in fact they are not fake accounts but have been reported this way to you as a tactic by some groups who play mafia wars in order to win a virtual war in a game.


Here is a sample of your form letter to some of the players.


Hi XXXXX,


Your account has been disabled because we have determined that you are not representing yourself authentically on Facebook. Fake accounts are a violation of our Statement of Rights and Responsibilities. All accounts must abide by the following policies:


• You must provide your real first name and last name.

• Impersonating anyone or anything is prohibited.

• Profiles created to represent celebrities, pets, ideas, or inanimate objects are strictly prohibited.

• Profiles created for the purpose of spamming or harassing others are strictly prohibited.


People on Facebook want to interact with their real friends and the people they know in the real world. Since fake accounts can damage the integrity of this environment, they are not allowed to remain on the site


Unfortunately, we will not be able to reactivate this account for any reason, nor will we provide further information about your violation or the systems we have in place. This decision is final and cannot be appealed.


Thanks for your understanding,

Eli

User Operations


Now in a majority of these cases you have reinstated these people and in some like the letter above states but you have never offered them any reason why it was done and by whom as they do have a right to know who is reporting them especially when they spend alot of money on their account to play your social games. If you could, please clarify your position on this matter and what can be done to correct this especially on what can be done to the people who falsely accuse Facebook users of having Fake accounts.


2. There is also a major issue that has been coming across from 1000’s of users about being disabled for adding friends. Some of these people are being disabled for adding just 4 people. Now you say this is a social site and you encourage people to add their friends and be social BUT how can they is they keep encountering this issue. You do realize that people must add people as friend to play your social games and some of these game require alot of friends to play the games properly. My question is this, Is this just a bug on your side or is this your policy now? I was told once before from a former manager there that the threshold setting were just off and needed to be reset but that has never happened.


3. A big issue people are having is the fact that you are storing users credit info on their pages instead of in a secure location when they purchase Facebook credits for games and other virtual items on your site. Thus exposing the users private credit info to hackers and thus putting the real persons credit information and financial life out there to be stolen from them. Will you be correcting this major issue any time soon ? You also make it impossible for some who have purchased Facebook ads in the past to remove any information without giving you new credit information.


4. Will you be adding REAL customer service for the users of your site instead of directing them to your help center and having other users answer their questions for them? Like adding telephone or online support features. I really appreciate your help in getting these questions answered as they public really needs answers. please feel free to contact me directly either via email or by phone.


Thank you,

John Sweeney

August 19, 2010 - Posted by | Blogs

1 Comment »

  1. Did you get your profile activated, same thing happened to me. They have disabled my profile which I had been running for past 4-5 years saying that it was fake. They didn’t even give me any warning nor asked about my ID proof they just told its fake and I can’t re-appeal… WTF is this

    Comment by ashish | August 17, 2011 | Reply


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: