If you read the comments below the article there are many people complaining about what they don't like. Before you join the chorus, remember that Facebook is made by actual people. They are human beings that represent a huge company.
Using Facebook is a choice. If you are asking a question, reporting a bug, or making a comment please act like you are talking to a real person in a business situation! Many people post negative comments directly at the Facebook rep that is posting the advice. Often, public comments and responses need to be approved before they go out. This is not like commenting on a post from a local restaurant where the Page admin can ask the owner what to say to an irate customer.
Facebook has a dedicated support team to answer specific questions and a yelling, ranting comment that calls the person posting a "liar" (yeah, someone said that!) is not the best way to build a relationship or represent your company.
Back up for a moment and remember that this is a business that has many people on the platform and not enough employees to directly answer everyone. It does get frustrating when you reach out and hear nothing back. I get that. It even happened when I worked there and I was asking another department for info. There are simply not enough people to go around.
Out of 1.3 billion people -how many people have asked direct questions? If you have contacted support and you are not getting answers immediately, it is due to the long "line" of other FB users with a question. I don't have an answer for that, but it has to be a lot. If you have a ton of customers all yelling at once (which is what the comments technically are) which ones do you answer first? I don't know the real answer- but chances are that it is easier to answer the people that at least sound rational! You may be surprised that you can find solutions when you comment with facts and details. If you did contact Support, it will help them give you an answer the first time around -without having to ask for clarification.
If you can't find the solution you need, message me! That is what I do- help people understand the parts of Facebook that are still confusing. I may have some links or suggestions that can provide a solution.
Here is the link about privacy that started my rant: http://ow.ly/IaIWg
It really does have good info if you are new to the privacy settings!
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