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This is amazing :D

659087 9y ago
If a bank somehow lost your money, would you say "this is amazing" when they responded to bad PR by saying they'd look for it? This is basic customer service, and it's a sad statement about the current state of things when people think that companies providing it are somehow going above and beyond.
- oculusthrift 9y ago
  no but stripe is a hip sf startup that people want to work at :)
- floatingatoll 9y ago
  Yes. You overestimate how willing people are to say "It is morally unjust that squeaky wheels get the grease" when they could say "Squeak".
koolba 9y ago
What part of getting on the front page of HN to get support from a private company is amazing? Sure it's great that they respond here but when it gets to the point where public shaming is your only venue for support on a regular basis then something is systemically wrong.
squeaky-clean 9y ago
Really amazing that their customer support system is done through HN rather than the support form and email?
- kefka 9y ago
  Well, if they're tech, you can use HN to name and shame. If they're elsewhere, you use Twitter. It's the new "Fedex to CEO" solution, where now everyone sees dirty laundry regarding grievances. And the companies what these things to disappear quick. Lingering issues = bad press. I mean, look at the last dumpster-fire here, FireBase. That was a travesty on how crazy and stupid that was. But they ghosted him, and it took Medium/HN to actually get a response.
- perennate 9y ago
  I think I didn't make it clear in the blog post, Stripe has been responding consistently (they replied the day I e-mailed them and then followed up a couple days later) and they have been pretty helpful (in the follow-up, they said they escalated the issue with their partners, presumably Coinbase). I'm just frustrated it takes so long to get to the root of the issue, and also partially concerned because from my side it didn't sound like either company was actively looking into a permanent solution for this problem (i.e., Coinbase user making overpayment when paying via Stripe).

This is amazing :D

If a bank somehow lost your money, would you say "this is amazing" when they responded to bad PR by saying they'd look for it? This is basic customer service, and it's a sad statement about the current state of things when people think that companies providing it are somehow going above and beyond.

oculusthrift 9y ago
no but stripe is a hip sf startup that people want to work at :)
floatingatoll 9y ago
Yes. You overestimate how willing people are to say "It is morally unjust that squeaky wheels get the grease" when they could say "Squeak".

koolba 9y ago

What part of getting on the front page of HN to get support from a private company is amazing? Sure it's great that they respond here but when it gets to the point where public shaming is your only venue for support on a regular basis then something is systemically wrong.

squeaky-clean 9y ago

Really amazing that their customer support system is done through HN rather than the support form and email?

kefka 9y ago
Well, if they're tech, you can use HN to name and shame. If they're elsewhere, you use Twitter. It's the new "Fedex to CEO" solution, where now everyone sees dirty laundry regarding grievances. And the companies what these things to disappear quick. Lingering issues = bad press. I mean, look at the last dumpster-fire here, FireBase. That was a travesty on how crazy and stupid that was. But they ghosted him, and it took Medium/HN to actually get a response.
perennate 9y ago
I think I didn't make it clear in the blog post, Stripe has been responding consistently (they replied the day I e-mailed them and then followed up a couple days later) and they have been pretty helpful (in the follow-up, they said they escalated the issue with their partners, presumably Coinbase). I'm just frustrated it takes so long to get to the root of the issue, and also partially concerned because from my side it didn't sound like either company was actively looking into a permanent solution for this problem (i.e., Coinbase user making overpayment when paying via Stripe).