"Is Anybody Out There?" Pink Floyd

© 9nong

Note: After I wrote this the other day I realized I was confusing the issue with two points. Of course everyone is frustrated with the challenge of trying to talk to a real person at Facebook. However, the real issue for me is whether or not I'm alone in being bothered by the number of people who have passed away who still have FB pages. I'm not trying to launch a campaign, just curious.

Is anybody else frustrated with the challenge of trying to talk to a real person at Facebook? So far it seems impossible.  Here's the latest challenge and I know not everyone is going to agree with me. 

• A few months back I got an IM on Facebook from an old buddy, Jim Jernigan. He just said, "Hi! How are you?" Seems pretty harmless, except Jim sadly passed away a couple of years ago. 
• Over the last few years, I've tried to shut down my Dad's Facebook page. I don't know his password, and he passed away three years ago. While it's a nice memory, having his account still active leaves his account exposed to hackers.
• The other day, Jerry Hammond's name came up on Facebook because it was his birthday. I met him several years ago, but when I went to wish him Happy Birthday, I noticed he passed away in 2013.

And the list goes on with other friends like Bill Hurter and Arnold Crane, to name a couple more. 

Look, I get the sentimental attachment to people we've loved and lost. There are a few times when I've even posted something on their old page.  It's almost therapeutic to remind them how much they're missed. But, overall, as Facebook is in the news lately talking about how they're working hard to clean up the challenge with fake people/profiles, it seems like they could do a better job with people who are no longer living.

I hate the fact that my father's account, along with other friends who have passed away, is just sitting out there vulnerable and waiting for somebody to take it over.

I'm obviously a fan of Facebook, and there are more good things it's done for all of us as opposed to bad. However, their customer service model is a perfect example of what NOT to do in your own business. Respond quickly to customers; give them solutions to help address their concerns and remember, silence is not part of your skill set.