The logistics of handling support for 2 billion users are kind of insane--it's a very difficult problem. I know people that work on support at Facebook at they do care about the users but it is very challenging to provide support for that many people.
Don't get me wrong, I totally believe if you somehow get somebody from FB support to talk to you, that person would care about your issues, at least to a measure. What I am saying is that for FB as an organization it is a very low priority, so your chance to get to that person would be very low, and the investment made by the organization to make that easy and to empower that person to actually deliver the solution would be minimal. It just wouldn't scale otherwise, especially with the marginal value of each user being so low. If each user's marginal value is $1 per year (I have no idea what it is in fact, just as an example), it makes no sense for FB to spend more than $1 on all support efforts for that user (actually, much less since $1 should also cover everything else for it to be profitable). How much support time and care does $1 buy you?
