FB auto message: our very amazing and awesome malware detector, which uses all this cool machine learning and is amazing, has detected that your site is malware and we are disabling it.
Us: Our site is not malware, it's just suddenly very popular. Please turn it back on.
1 week later
Us: Ok, it does appear to be back on now. Why was it shut off?
Us: How did we do that? Could you explain what term we violated, so we can modify our code appropriately?
Us: Ok, but which term? Are you sure your automated system didn't just shut the site down because it went viral?
FB rep: no response, ever again
We never changed the code, site continued to work fine. As a result, I live in fear that something like this could happen again, in a situation where facebook was a critical component. Did the ability to contact a human help in this situation? Unclear. They definitely did a good job of making us feel worthless and unimportant.
It's annoying as hell, and a lot of people's response if "well it's free, so don't expect customer support". Except it is the customers that make Facebook worth $100bn, for example.
More companies need to learn from Amazon, their customer support is first rate. I can see a lot of people turning their back on Facebook/Google due support issues.