Facebook has revolutionised social networking on the internet. However, in making all the millions, they have completely ignored their customers. Getting to the "contact us" form is convoluted, and I have STILL not received ANY reply to 2 questions I asked 5 and 6 months (!) ago!
FAQ is great - but when there are problems, we need HUMAN support. And that does not include copy & paste replies from an outsourced call-center.