There seems to be a loose consensus (which I agree with) that takes a bit of a dim view toward patronizing a company (any company) where the scale is such that there’s no effective relationship between the company and non-paying users. I think that’s probably a better way to capture and elucidate the sentiment than “scale goes up, quality goes down.”
There’s something to be said for being able to get support for issues from a human being who is empowered and resourced to solve your issues amicably.
It makes a huge difference. Since I’ve worked hard to rid my personal and professional lives of non-paid services and all social media, I’m just a happier and more consistently productive person.
I think this is fair. Part of the issue is as the number of users increase, the support staff has to increase, which in turn would increase the "attack surface" where a support staff might go rouge etc, and cost also increases probably super-linearly.
Google took the opposite approach and delegated everything to automation, which had other problems.
Being a paid user also probably helps with contractual side of things, but ianal.
Everything here is my personal opinion if it weren't clear.
I think future tech like Kilt protocol would go a long way to helping solving this problem. But I think generally there is a lot of solution options such as KYC processes that could take steps to solve it, some countries would perhaps be easier than others to solve initially. Is there not a team/ think tank working purely to solve these types of problem?
Solving this type issue should matter most above all, its the grass roots of users that's made FB what it is.
Try doing KYC and people will go bonkers(americans in particular).
I personally don't give out my passport info unless i absolutely have to. IRS recently implemented this id.me id verification thing and I only went through it because i had to.
Also people use Fake Ids all the time. Even when you present an ID in person, it would be somewhat fakeable.
Imagine now doing it over laptop camera, with tech like deep fake it will get even easier eventually.
In my IRS case, automated system couldn't get me verified, so i had to wait i forgot how long to get to a person who just said "yup, you are you" and had other limitations and probaly would quickly run into scale problem if it were peak times or peak use cases.
There’s something to be said for being able to get support for issues from a human being who is empowered and resourced to solve your issues amicably.
It makes a huge difference. Since I’ve worked hard to rid my personal and professional lives of non-paid services and all social media, I’m just a happier and more consistently productive person.