Through negligence or incompetence of their customer service?
The question is not as esoteric or as crazy as you might think. Rather it is a fine example of expectations and the power of media in general.
If an animal shelter posts photos of critters that are scheduled to be euthanized as a last ditch effort to save a few, and if they cannot post those photos anymore because some spam or other "protection" kicks in and facebook's customer service works the way it always does....puppy or old dog gets killed.
Let's assume that this shelter or others have actually witnessed facebook success stories, have seen that some animals have been saved because people showed up saying "hey, I saw the writing on the facebook wall and want to save a kitten" -- it becomes understandable that being blocked from posting and getting no response from the fb upsets the users.
Given that Mr. Z's dog had its own facebook page and the whole world knew about it, the normal frustration of bad service can become more important and immediate to the folks who love animals AND euthanize them.
Sticking that final syringe into an animal that looks you in the eyes is hard, and knowing that you did what you could to find a home is important to your sanity.
So, friends at facebook, if you cannot or do not want to make customer service as good as others, at least add a frigging "matter of life and death" checkbox to those forms.
You will need that checkbox anyway sooner or later.
This free enterprise improvement advice was brought to you by the tree hugging, animal loving, agony aunt ancillary facebook customer service team of the K-landnews.
We get quite a few help requests from frustrated facebook users, and while we cannot help much, we reply to each and every one.
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