Facebook and all its family of applications (Instagram, WhatsApp, Messenger and even Oculus) lived last Wednesday a terrible day. They were for more than 14 hours straight downs or offering problems in the service that prevented users from using all their functions normally.
“Facebook has given explanations in a tweet, showing some indifference towards the user who could not offer the service normally.”
It was the biggest fall in the history of Facebook as a company, only comparable to one that occurred in 2008, when there was only the social network and had 150 million users, not 2,320 million as it currently has.
What happened? According to Facebook confirmed in a tweet that posted on Twitter 24 hours after the fall (ie, yesterday afternoon), the big blackout was caused by a “change in the configuration of some servers.”
The message does not offer any further explanation, and the company only apologizes for the inconveniences caused and thanks the users for their patience.
Facebook does not intend to give more explanations about what happened. Is such a message enough for an error that takes so many hours to resolve? Is it enough explanation for a company that has 2.320 million users? The vague explanation does not seem to be enough.
Imagine that your mobile phone company leaves you without service for more than 12 hours, or an airline cancels all your flights during noon. Possibly, as consumers, we would expect more than a short tweet apologizing. We would like to have an explanation. At least something more than three words.
Yesterday, as a result of a server configuration change, many people had trouble accessing our apps and services. We've now resolved the issues and our systems are recovering. We’re very sorry for the inconvenience and appreciate everyone’s patience.
— Facebook (@facebook) March 14, 2019
It is true that a commercial relationship is established with these companies and the user is paying a price for a service that has not been offered. In the case of the social network, the relationship is -aprior- free, but we all know what this transaction is paid for, that service that is received, with the personal information provided. That is, there is also a formalized relationship in a contract that is signed, by both parties, at the time of registering for the service.
In addition, there are many users who make economic investments in the company and pay for advertising campaigns that were not served for more than 14 hours. To ask Facebook for compensation for the hours it did not provide the service would be to enter a judicial mess too difficult to unravel, but it is true that the relationship of users with any company is based on trust and transparency.
Facebook users -like those of any service that is inaccessible for so many hours- do deserve a more detailed explanation of what happened. The indifference with which Facebook treats users, from its position as dominant giant, may one day take its toll.