I hope the new infusion of capital at Twitter allows them to hire some more staff and improve their abysmal customer support organisation.
Last July the OpenSolar Twitter account (@opensolar) was suspended. I was told that I had cross-posted duplicate updates across multiple accounts. In fact, I had done no such thing. Twitter just arbitrarily shut down the account due to a bug in their own system. When I tried (on 5 different occasions) to raise a support ticket protesting their action - my tickets were immediately "Resolved" and then "Closed" the moment after I created them. That's some quality support.
I *did not cross post anywhere else.* I was completely floored at being suspended. It was particularly difficult because I'd spent the previous six months acting as an honest broker - making posts about misinformation and lies that were being spread on the web and places like Twitter by those who sought to greenwash or fool people. For all my efforts, Twittter was able to singlehandedly destroy this reputation with a click of a button. Or more likely, a bug in their system.
I can handle a computer bug here and there. But a useless support organization that fails to address issues like this and worse even - tries to shepherd users through various steps only to get nothing back in return is too much to handle. FAIL. For me, this was a "Click off" moment when I really started to wonder why I had been investing so much time and effort using Twitter in the first place.
I went through various stages - anger, denial, delusion, contempt, defeat and indifference. Today I tried raising another ticket with Twitter support and got back an automated message from them saying they'd be sure to try to look into it within the next 30 days. Yeah, sure guys.
So to all the legions of "social media gurus" who appear to crop up out of nowhere, like fungi on a dewy grass - I say, think twice before investing too much of your time in Twitter, or Facebook or any single large new media entity. You may think that you're "establishing your online identity" or something but the reality is that at any moment they can arbitrarily take that away from you for no good reason and you often have no recourse. I guess you get what you pay for. If it happened to me, it could happen to you.
Happy Tweeting.
Last July the OpenSolar Twitter account (@opensolar) was suspended. I was told that I had cross-posted duplicate updates across multiple accounts. In fact, I had done no such thing. Twitter just arbitrarily shut down the account due to a bug in their own system. When I tried (on 5 different occasions) to raise a support ticket protesting their action - my tickets were immediately "Resolved" and then "Closed" the moment after I created them. That's some quality support.
I *did not cross post anywhere else.* I was completely floored at being suspended. It was particularly difficult because I'd spent the previous six months acting as an honest broker - making posts about misinformation and lies that were being spread on the web and places like Twitter by those who sought to greenwash or fool people. For all my efforts, Twittter was able to singlehandedly destroy this reputation with a click of a button. Or more likely, a bug in their system.
I can handle a computer bug here and there. But a useless support organization that fails to address issues like this and worse even - tries to shepherd users through various steps only to get nothing back in return is too much to handle. FAIL. For me, this was a "Click off" moment when I really started to wonder why I had been investing so much time and effort using Twitter in the first place.
I went through various stages - anger, denial, delusion, contempt, defeat and indifference. Today I tried raising another ticket with Twitter support and got back an automated message from them saying they'd be sure to try to look into it within the next 30 days. Yeah, sure guys.
So to all the legions of "social media gurus" who appear to crop up out of nowhere, like fungi on a dewy grass - I say, think twice before investing too much of your time in Twitter, or Facebook or any single large new media entity. You may think that you're "establishing your online identity" or something but the reality is that at any moment they can arbitrarily take that away from you for no good reason and you often have no recourse. I guess you get what you pay for. If it happened to me, it could happen to you.
Happy Tweeting.
Twitter has re-enabled @opensolar! Woohoo!
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