What is the point of offering something when the individual using the feature will be punished?
Facebook delivers negative touchpoint experience when it simply disables the user’s account for using a feature it offers.
The entire original email thread is reproduced below.
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Email #01
Hello,
You have been sending harassing messages to other users. This is a violation of Facebook’s Terms of Use. Among other things, messages that are hateful, threatening, or obscene are not allowed. Continued misuse of Facebook’s features could result in your account being disabled.
If you have questions or concerns, you can visit our FAQ page at http://www.facebook.com/help.php?page=35.
The Facebook Team
Experience: Facebook cannot prove that the user has been sending harassing messages.
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Email #02
Hi,
We do not allow users to send threatening, obscene, or harassing
messages. Unsolicited messages will also not be tolerated. I’m afraid I won’t be able to provide further details regarding your warning. In
order to prevent this from happening in the future, please refrain from
sending any abusive messages. For more information on conduct
prohibited by Facebook, please read our ‘Terms’ which can be found at
the bottom of any Facebook page.
Thanks in advance for your cooperation,
Patrick
Customer Support Representative
Facebook
Experience: Facebook just WON’T be able to provide further details regarding the warning. What kind of relationship is Facebook trying to develop with its users? When Facebook reaches the critical mass, does it still care about user’s experience? If so, how?
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Email #03
Hi,
Our systems indicate that you’ve been misusing certain features on the site. This email serves as a warning. Misuse of Facebook’s features or violating Facebook’s terms of use may result in your account being disabled . Thanks in advance for your understanding and cooperation.
If you have any questions, please contact [email protected] from your login email address.
The Facebook Team
Experience: This warning is different from previous warning. Does Facebook keep track of everything, and make sure that every statement it makes is the truth and only truth? It seems that Facebook is not at all consistent.
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Email #04
Hi,
Your account has been disabled for persistent misuse of the site. Please contact [email protected] for more information.
The Facebook Team
Experience: Misuse of the site? Persistent? Facebook is not consistent itself…
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Email #05
Hi,
Your account has been disabled for misuse of the site. Our site encourages users to participate in actions that reflect their real relationships. Actions that are taken on users you do not know, whether through messages, friend requests, or other features will not be tolerated. We will not be able to reactivate your account for any reason. This decision is final.
Thanks for understanding,
Aubrey
Customer Support Representative
Facebook
Experience: What is the purpose of allowing “friend requests” in the first place? And the decision is final!? Is that the judgment day? Facebook is God!?
