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How to escalate a complaint to a supervisor

Honored Guest

I was in a chat with Dave and the case was  #********.  He was unable to resolve my issue and the case was  #********.  He just disconnected the chat. This is very unprofessional behavior from "customer service." Could a supervisor please look into this? 


There were two issues that I was asking about. 

1) There is no friends app for children. I understand that this is probably just a legal thing to try to protect Meta - but it doesn't allow kids to play with friends for games like "Gorilla Tag" and other kid apps. Every parent I know gets around this by changing their kid's age, which I understand if anything happens then Meta has the excuse of "the parent verified they were older," but it goes against the intent of protecting kids. Kids should be able to play with kids from school, or friends, vetted people. Not just thrown into a room with random people you don't know. 

2) You can't cast your child's account, only the primary one. When in the Meta App, it says "Cant' Start Casting - switch to the admin's account on the headset to cast."  If it was an admin account it would be an adult. This defeats the purpose of having an admin account over a child. I should be able to login at any time and watch what he is playing and who he is playing with. Why have a supervised child account that you can't watch? 


Community Manager
Community Manager

Hey there, @Akoto1! We understand having a conversation with support end abruptly is jarring, and when you still have concerns you want to continue working on this. Typically in case of any disconnections the support agent should reach out to you via email, which while its not an instant conversation should allow you to continue working with the same agent. 


That said if you would like to continue working with a support agent here, please reach out over a private message so we can get more information about the case specifically to see what has been worked on so far so we do not duplicate troubleshooting. Please select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Community Manager
Community Manager

Hey there, @Akoto1! If you still need assistance, please reach out through the private message as mentioned above, and we will be happy to work with you further. 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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