Meta's two rounds of layoffs are further damaging the company's customer service for users, influencers, communities and businesses.
Even prior to the cost cuts, Karlova said Instagram failed to quickly remove fake accounts when she would report them despite the fact that new fraudsters would pop up by the week. She thought that, in becoming a verified user two months ago, she would receive a higher level of support.
CNBC spoke with influencers, small businesses and Meta account managers as well as a half-dozen former contractors and former Meta employees about the deterioration in customer service at the company since the job cuts began in November. Taken together, they tell the story of a company whose quick pivot in late 2022 from rapid expansion mode to forced contraction had an outsized impact on parts of the business that don't generate revenue.
In early February, Rinker noticed a problem with Facebook's backend system, which she uses to manage the group and track analytics and growth metrics. A graph indicated that 50 Shades of Pink was generating zero user activity. She knew something was broken."The day that all those people got fired, we felt it — those of us on Facebook felt it," said Rinker.
"Communities are still the heart of the Facebook mission, and we continue to look at meaningful ways to invest in communities, Groups and the Facebook experience at large," the message said.
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