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Bad customer service, yep. It's ok to be angry, but that doesn't invalidate my point: click fraud often takes companies by surprise (though it shouldn't) and th
by aristus 17y ago
Bad customer service, yep. It's ok to be angry, but that doesn't invalidate my point: click fraud often takes companies by surprise (though it shouldn't) and that it will take a non-trivial amount of time to fix (I'll guesstimate 3 months once it gets serious attention from management) but it will be fixed. It's like an ant infestation.
In the meantime given the bad customer service and probable time frame, the best thing to do is suspend your ads. FB will pay a LOT more attention to that than how many customers call up to verbally abuse their salespeople or vent on forums.
- TrevorJ 17y agoIt will take time to fix the root of the problem, sure, I buy that. What I don't buy is that Facebook has no ability to make it right with the customers before that time.
- aristus 17y agoWell, they can't throw money out of helicopters just yet. There's no quick magic fix ("here's your $9.46 back, sorry") because they don't full apprehend the problem, nor do they have a workable filter to separate legit and fraud clicks. Maybe you are hoping for some reassuring words + action, but I've been there and it can take awhile before a competent manager notices there is a problem to be fixed in the first place. Then they need to do a lot of analysis to make their own definition of "fraud" (a misleading term that covers a large spectrum of behavior), which may not be possible to unambiguously apply to historical data. As my business advisor Barbie likes to say "CPC is hard! Let's go shopping!"