‘Facebook support is like going to the DMV’: Confessions of a frustrated media buyer

Digiday 02 Dec 2019 05:00

Ad buyers have a lot of gripes about Facebook’s ad platform, but it still reigns supreme because it offers targeting and efficiency buyers say they can’t find elsewhere. But for ad buyers that temporarily lose access to it, the biggest problem might be how disconnected its sales, support and product teams are. One media buyer, who buys media for his e-commerce business as well as for other brands, discovered recently that his account was disabled and access to advertising tools revoked and has been unable to speak to a human about the issue.

In the latest edition of our Confessions series, in which we trade anonymity for honesty, we hear from the buyer who details how difficult it is to navigate Facebook’s support team. This interview has been edited and condensed for clarity.

You’ve been having trouble running ads on Facebook. Tell us about that.
I’ve been running ads for seven or eight years. I’ve run ads for fashion companies, my own companies and spent multiple millions of dollars on Facebook ads. This year, I got disabled. I wasn’t running ads at the time. I thought it was done in error. I submitted an appeal and got an instant response that it was final. The next day, I got an alert that not only was that account disabled but I’d lost access to all advertising tools. It’s been a while since that happened. It’s a bummer, considering I make my living through running Facebook ads for other people and/or managing some of our ads for our company.

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