This post was originally posted in the general facebook section, but as it deals with facebook support, I thought I would post it here. I found this GetSatisfaction.com a month after I had been unable to login to my facebook page. I originally used the facebook help portal, naively thinking they would respond to my problem within a couple days. I sent a request once or twice a week from their help page. Sometimes I would get a response back saying that my message had been received, sometimes I wouldn't. One time I got a response back saying that the email account I mentioned was not associated with an account. This is a ridiculous claim as I have been receiving notifications from that email address daily.
I tried resetting my password --> didn't receive verification email
I tried help support, no longer have access to login email account --> no response
I tried help support, account has been hacked --> no response
It's possible my account has been hacked, but I don't think that's the case. My friends haven't said they have gotten bogus messages from my account.
Update: July 7, 2009
[Day 32 of the quest to access my facebook page]
Using a tip I found on elsewhere on GetSatisfaction.com (thanks Azza!), yesterday I sent this message to email@example.com :
I'm sorry for circumventing the usual help channels for facebook but I'm at
a loss here. I have been contacting facebook through the help pages for
over a month and haven't gotten anywhere. When I try to log in to facebook,
I get an error saying that my username / password is incorrect. I know for
a fact it is not. Yes, I have checked my capslock key. I have sent a
message through the facebook help system under every available reason listed
that I could not log in. Sometimes I get a message back saying that my
message has been received, sometimes I don't. I have tried resetting the
password but I never get the confirmation email. I am still getting
notifications in my email inbox from facebook that people have sent me a
friend request or I've been tagged in a photo. At one point I got a message
back saying that the email address I submitted as my log in address is not
associated with any account. Well that's just ridiculous because that is
the email address from which I get my facebook notifications. I replied to
that message but didn't receive anything back.
I understand that it isn't reasonable for you to support your userbase with
phone support, but I shouldn't have to go a month without getting a
response. It is likely that my account has been hacked, and I just want to
get it back. I would like to have all my photos and content intact, but at
this point I don't care if I have to start from scratch as long as I get it
back. I have been patient and not created a new account. However, if you
expect people to not create a new account then I would expect you to be more
prompt in addressing your help requests.
PLEASE contact me to let me know how I can help you guys fix this.
[facebook and contact info was included here]
I will be happy to provide any additional information you need.
PLEASE REPLY BACK SO THAT I KNOW SOMEONE IS WORKING ON THIS! Thanks.
I then received an automated response later that day:
The Facebook Team has received your inquiry. We should get back to you soon. In the meantime, we encourage you to review our Privacy and Security Help page (http://www.facebook.com/help.php?topi.... There, you'll find answers to many common questions.
Thanks for contacting Facebook,
The Facebook Team
Today I received this email from facebook:
Thanks for your email. We are sorry to hear that you are experiencing these issues with our site, and we have forwarded your message to the team best able to respond to your inquiry. They will be happy to assist you with this and will be in touch with you soon. In the future, please refer to our Help Center (http://www.facebook.com/help.php) if you are having account issues.
Thanks again for contacting Facebook,
At least this one came from an actual person, so it looks like I'm making progress...
Update: July 17, 2009
[Day 42 of the quest to access my facebook page]
So I still have not gotten any response from facebook. Yesterday i tried replying directly from my email to the response I got saying that my email was not associated with an account (firstname.lastname@example.org), but haven't heard anything yet. It seems like any requests from me are just dropping off the edge of the world never to be heard from again. A blackhole, another dimension, alternate universe, the Phantom Zone, the Null Void, take your pick.
It's really sad that facebook, as large as it is, doesn't have a better support system. I work for an engineering company and all of our support requests go into a queue and all issues, both open and closed, can be searched. I'm sure facebook has a similar system, and perhaps the volume of support requests they get is enormous, but clearly the system is broken if it takes over a month to get back to someone.
If anyone knows how I can directly contact facebook or make things move faster, please let me know!