Donnerstag, 23. Februar 2012

500 Million Users and no human support

[UPDATE: back online! scroll down]
Hi,

Twitter reached 500 Million users in the last days and one of the new accounts was @jemeinsam the account for my new idea, the first real life social network on http://jemeinsam.de .

Twitter sperrt meinen @jemeinsam Account
This network is based on twitter. You meet each other and you prove this by Twitter OAuth. Just have a look what the users are doing right now. If you click on an event you see who is participating. There is also a "Tweet this" button on the event page. And i used this button as @jemeinsam to say thanks for alpha testing and asking for comments to the people that joined.

There is no tweet automation, i wrote all tweets myself and always got response, because the people like when they got cared.

Now Twitter deactivated the @jemeinsam account without any warning. OK they have an algorithm that checks for SPAM, thats ok, they told me to file an issue at https://support.twitter.com. I used the form and explained to them in a longer text (see the first comment under the flickr image).

Some seconds later i got an automated reply saying that the account wont be restored. I wondered, could they read and reply so fast? I tried again with another text and some seconds later i got the same response mail. Why do they ask you for your problem, if no one reads it?

And here we come to the general Problem a social network thats been used by millions of people every day as part of their lives can not deactivate accounts and have no personal support. Its ok to deactivate accounts, so they get rid of SPAM, but if someone complains they have to listen. I don't think the SPAM account creators will complain with a handwritten text for every of their thousand accounts.

Its not only Twitter, its also G+. I was banned from G+ some days before the Google Developer Day in Berlin and since then my account is read only because of their f*cking real name policy. And since then i could not reach any single human to solve my problem....

Social Networks, you have to take this customer support thing seriously!!!

schtieF

[UPDATE]
Finaly the @jemeinsam account is back online. I remembered the twitter berlin teatime event and tweeted to a person working at twitter. some hours later he answered and promised to help. Some minutes later i got this mail, explaining what happened:

Hello,
Twitter has automated systems that find and remove multiple automated spam accounts in bulk. Unfortunately, it looks like your account got caught up in one of these spam groups by mistake.
I've restored your account; sorry for the inconvenience.
Please note that it may take an hour or so for your follower and following numbers to return to normal.
Thanks,
TRex

So despite some great SPAM algorithms they definetly have humans caring for us ;) I hope they take this issue as an example and read their feedbacks in the future ;)
Thanx Twitter!

What about G+ ? anyone working there might discuss my name Mister Schtief with me?
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