FB page works with user post approval - so, only praises and soft questions I guess. What you think about fb support group?
I noticed that my last 2 posts didn't get through. Today I noticed you guys introduced admin aproval.
Why is that? To much complaints on speed, deleted pictures, unreliability etc? I was wondering when you will forbid complaints on fb page as they are too visible for good marketing I guess.
But it was fast way to get noticed for us and get a quick fix if possible, fast way to get other users input on a problem and get help from other willing users, or to let others know to pay attention to bugs etc. Also, it was personalized. There were faces behind help we got (both from NB team and from users). Believe it or not, that means A LOT! Here, there is uknown faceless "Nimbus support".
I understand your move from marketing position. It doesn't look good when someone sais for whole world to see that their team is leaving NB due to being slow too long. But in same time, in my opinion, support with this went a big step back.
Introduce then an separate private fb group (NB users only) for support if you (understandably) don't want to mix marketing (happy customers, new features etc) and support (unhappy customers, features gone bad etc).