Bad customer service

Some of you may have already read my article on Facebook’s overall customer service situation and, honestly, I didn’t think it could get any worse.

Now I know to never underestimate how awful Facebook’s customer service can actually get.

We’ve had a primary campaign for a major client stuck in review for three days. Finally, when it processed through the review phase, half of the ad sets were disapproved and the remaining approved ad sets had only one active/approved creative.

Naturally, since we do not have an agency rep, I submitted a help request right there on the ad. This email string sums up the experience.

Original message to Facebook

From: curtis@clicksandclients.com
To:
Subject: Why was my ad disapproved?

 

Please describe your question related to your ad that wasn’t approved
(required):

 

Hello,

 

The final destination URL works for these ads, but I’m wondering if they
may have gotten disapproved due to the tracking layers we have in place?
The actual ad link is Improvely which has an Infusionsoft affiliate link
which then goes to the final destination URL. If Facebook doesn’t allow
this sort of tracking, I’m happy to find an alternative.

 

Ad Account: 1234567890
Link to an ad: https://business.facebook.com/ads/manage/summary/adset/?business_id=etc

 

Email: curtis@clicksandclients.com

First response from Facebook

Sat, Jun 6, 2015 at 10:29 AM

The Facebook Ads Team <
sales-support+ot2a2ob.aeatx7c3uhxgs@support.facebook.com> wrote:

 

Hi Curt,

 

Thanks for writing in. I’m here to help.

 

Your ad was rejected because the destination URL isn’t working properly.
Please check the URL for any spelling errors and make sure that it:
– Has content that loads properly
– Is viewable from any location
– Doesn’t initiate a file download (ex: .pdf, .doc)
– Doesn’t trap users in the browser (ex: pop-ups)
– Doesn’t lead to a link that creates an unexpected, deceptive or unfair
experience for people who click the ad (ex: spyware or malware downloads)
If you’d like to boost your post, please change your URL and recreate
your ad. The current post remains published, but isn’t running as an ad.

 

If it’s an ad created from the create flow, you can edit it in your ads manager:
www.facebook.com/ads/manage

Learn about destination pages:

https://www.facebook.com/help/196334053757640/?ref=cr

 

Did you find our support helpful? Let us know how you feel:

https://www.facebook.com/survey/?oid=388382157932113

 

Let me know if you need more help from my end. Have a great day.

 

Thanks,

Blake

Facebook Ads Team

Facebook

My first response to Facebook

Mon, Jun 8, 2015 at 8:08 AM

 

Blake,

 

I understand why it was disapproved. I read the reason on the ad.

 

The link is fine: (Ad Destination URL Provided)

 

Some ads were approved, and others were not. Can you please refer to my original question and let me know Facebook‘s policies on multiple layer tracking links?

 

Approving the ads that are disapproved in the campaign would be a nice help as well.

Facebook’s Second Response

Tue, Jun 9, 2015 at 1:11 PM

 

The Facebook Ads Team <
sales-support+ot2a2ob.aeatx7c3uetwu@support.facebook.com> wrote:

 

Hi Curt,

 

Thanks for following up on this. It appears your ads were mistakenly
disapproved, and we’ve re-reviewed and approved them. I’m sorry for any
inconvenience this caused.

 

Please note that although we approved your ads, these ads may remain
paused until you resume them. You can access your ads and change their
status at any time by going to your Ads Manager (www.facebook.com/ads/manage ) or by clicking on the “Ads” tab in the
Applications menu when you are logged in to your account.

 

To reactivate each ad:

(1) Click on the name of the campaign that contains the ad you’d like to

reactivate

(2) Under the status column you will find a tab with an icon that slides

either to the left or right

(3) Slide the tab to the right to turn your ad on

Let me know if you need any further clarifications or assistance from my

end. Have a great day!

 

Did you find our support helpful? Let us know how you feel:

https://www.facebook.com/survey/?oid=388382157932113

 

Blake

Facebook Ads Team

Facebook

So the campaign wasn’t approved as Blake had stated.

My second response to Facebook:

On Tue, Jun 9, 2015 at 1:13 PM

 

Hello Blake,

 

It looks like this campaign is still mostly disapproved:

 

https://business.facebook.com/ads/manage/summary/campaign/?campaign_id=etcThat is the campaign in question. Can you please double check?

Time for the finale! Facebook’s most recent response.

Mind you, it has now been 6 days since opening this support ticket.

 

Wed, Jun 10, 2015 at 8:51 AM

 

Hi Curt,

 

Thanks for writing in. I’m here to help.

 

Your ad was rejected because the destination URL isn’t working properly.

 

Please check the URL for any spelling errors and make sure that it:- Has content that loads properly

– Is viewable from any location
– Doesn’t initiate a file download (ex: .pdf, .doc)
– Doesn’t trap users in the browser (ex: pop-ups)
– Doesn’t lead to a link that creates an unexpected, deceptive or unfair experience for people who click the ad (ex: spyware or malware downloads)

 

If you’d like to boost your post, please change your URL and recreate your ad.

 

The current post remains published, but isn’t running as an ad. If it’s an ad created from the create flow, you can edit it in your ads manager:www.facebook.com/ads/manage

 

Learn about destination pages:https://www.facebook.com/policies/ads#positioning

 

Did you find our support helpful? Let us know how you feel:https://www.facebook.com/survey/?oid=388382157932113

 

Let me know if you need more help from my end.

 

Have a great day.

 

Thanks,Blake
Facebook Ads Team
Facebook

As I’m sure you can imagine, I’m seeing red after getting that email.

It’s what prompted this post as a way to vent this intense frustration caused by a billion-dollar company that doesn’t know the first thing about customer service or how crucial it is to a business.

It’s to the point now it’s laughable how awful the customer service with Facebook is.