To me the most interesting part about this is the fact they know their platform causes enough issues without sufficient means of remedy as to need a dedicated team for their own people. If they had to eat their own dogfood instead, things would get fixed.
> If they had to eat their own dogfood instead, things would get fixed.
I assume they are using their own product. At FAANG size, these bad cases are probably just noise at best if you only look at the big picture. A hundred people losing access to their facebook account every week week is nothing if you have billions of users. So I guess it just doesn't happen to employees enough to appear to be a problem. And if it does, it's so easy to fix since you are facebook, that it doesn't even occur to most that this might be a very different experience for normal people. Sadly, a few employees caring and and maybe even occasionally raising their voice about this internally isn't enough. It's great they volunteer to help out, but as GP says, it doesn't scale and only works as long as it's a secret trick for people who know someone...
I've lost my YouTube account I used in college in another stupid fashion that should be easy to recover (or rather, verify that it's mine) if someone with half a brain looked at the issue, but we all know how easy it is to talk to a human at Google if you have problems with a non-payed account there, so I didn't even bother trying. Cousin of mine doesn't remember the email account she used when she registered her Minecraft account (9 years ago, at age 13). I payed for that account. I still have the PayPal Transaction ID, exact date of purchase, Account Name and UUID. They should be able to verify the account wasn't logged into for years. Nope, not enough. Well at least you could actually talk to a human there...
"Eating your own dogfood" in this context is clearly referring to employees and friends of employees going through exactly the same processes to get their accounts fixed and restored as unconnected users would.
