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I believe that at one point they had leadership staff members literally going over to the office of FB's guy on the hill. Unfortunately I have no idea about the contracts, but given the cast of characters involved, I'd have thought it wouldn't have made a difference.

It was among the most appalling acts of customer service I've seen from a vendor in my career. They literally did not return our calls or emails and the project ended up cancelled.

Edit: this was ~13 months ago.

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