users have problems / Habr

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Recent layoffs at Meta have left customers of Facebook and Instagram without adequate support. Meta announced plans to cut more than 11,000 jobs in November 2022 and a further 10,000 people in March 2023. The cost-cutting measures have impacted customer service teams, leaving users to deal with issues such as scammers, fake accounts, and poor moderation. Meta recently launched a paid verification service, Meta Verified, aimed at providing additional security for users, but it is too early to comment on its effectiveness. The layoffs are part of Meta’s “Year of Efficiency” following disappointing Q4 2022 results.

users have problems / Habr

Recent layoffs at Meta* have impacted customer service teams and left communities and users on Facebook** and Instagram** without adequate support. Meta first announced plans to cut more than 11,000 jobs last November. In March 2023, it became known that another 10,000 people would be laid off. Thus, the corporation implemented its cost-cutting program. Now CNBC and Insider are writing about typical problems that are increasingly appearing among users of social networks.

For example, the owner of a popular Instagram account with 250,000 followers complained to CNBC about the growing number of scammers who steal her photos, create fake accounts and try to make money on her behalf. According to her, all appeals to the heroine of the publication in support of the social network “went in vain.” It wasn’t until she was able to reach out to people in Meta through personal connections that the problems began to resolve.

Another heroine of the article, a certified Meta community manager, managed a Facebook group of 420,000 people. In February of this year, the system used to track analytics on the platform began to show zero user activity, while it remained at the previous level. When the moderator tried to contact support, her request was ignored. The community manager previously had direct access to Groups Support, Facebook’s technical support team, but it was disbanded in January. The problem, as in the first case, was solved after contacting friends with connections to Meta.

Insider spoke to one of Meta’s customer service representatives, who works in Portugal, earns slightly more than minimum wage, and receives curses and threats from angry customers. Because of the company’s focus on the metaverse, “it seems like their priorities are elsewhere,” she commented on the state of affairs.

Publications mention that the corporation recently launched Meta Verified, a paid verification that should provide additional security for users’ money. But it is still too early to talk about the results of Meta Verified implementation.

Mark Zuckerberg previously explained that the layoffs were part of Meta’s “Year of Efficiency,” during which the company will cut costs following “disappointing” fourth-quarter 2022 results. In his comment, Insider recalled that the Reality Lab division, which deals with the metaverse, lost $13.7 billion last year.

* Meta Platforms, as well as Facebook** and Instagram** belonging to it: recognized as an extremist organization, its activities are banned in Russia; prohibited in Russia

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