Once my previous Facebook account got disabled. I have more than 200 friends and more than 300 Fans on my business page. They disabled my account, giving no reason. I tried contacting them through their help section... and I got assistance after 4 months, they emailed to inform that the account will never get enabled. Within that 4 months I tried searching for their email address to contact them directly but there is no way you can reach them directly. I had an extremely bad experience then.
Something worse happened with my friend, her id was compromised and we reported that profile... and we shared and requested EVERY random person to help us, we must have reported for more than 1000 times and guess what, profile still exists and still operational!
yeah they are not famous for their customer support lol, if they made it more readily available they would be unindated and we still use fb even with the cust support the way it is. The majority of users will not encounter these kind of issues anyway
well the reason their customer support is so bad is because of the enormous amount of users they have