Thursday, September 6, 2007

Judging a company by their support: Facebook

I've been party to two instances of requesting support from Facebook over the last week. I have to tell you that they rock. In both instances we have received speedy and personal messages, and rapid follow through. This is a breath of fresh-air.

I can't tell you the number of responses I've gotten over the last year from support services that say something like, "Yep, we've got a problem" and little else. And those are the good ones. Most inquiries go unanswered.

I'm a paying customer on Second Life, have privileged access to their support services, and have yet to get a satisfactory answer from either a live chat, submitting a support ticket, or phoning. I am inevitably told that 1) the person I'm talking with doesn't have access to that information, or 2) a specific person will need to fix my problem. I have yet to get an answer from Linden of any sort. Right now I have an open support ticket that has been sitting for over a week. It hasn't been touched.

If support is any measure as to a companies future success, I am bearish on Linden Labs and bullish on Facebook.

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