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I've always admired Stripe but the way their support has gone down is baffling. They always had the "developer first" approach but I can get better support from

I've always admired Stripe but the way their support has gone down is baffling. They always had the "developer first" approach but I can get better support from my legacy bank in terms of payment gateways now than from Stripe.

osrec 8y ago
I second this (and I'm someone who admires stripe too). I seem to only get generic support emails from Stripe, with an emphasis on closing the ticket, rather than answering the question. This may be a side effect of growing at the pace they have. Incidentally, I got cold called by wepay a week ago to integrate with my app (https://usebx.com https://usebx.com) and their support has been rather impressive - for me, they are winning on the customer support front.
- jacquesm 8y ago
  It's long ago been observed that support doesn't scale. Small companies have an edge over large companies and it is a real pity that even Stripe seems to fall to this rule, though two comments in this vein do not yet indicate that the line has already been crossed it is source for worry. Anybody that ever manages to crack 'support at scale' will run circles around the competition.
  - scrollaway 8y ago
    Amazon? I've seldom heard bad things about Amazon's support. (amazon.com that is, not AWS; not that I heard bad things about AWS support either)
scrollaway 8y ago
Do you have examples? I've not experienced that. The worst offenders I've seen on their support email was bug reports not getting fixed. I email their support very regularly.
- thiscatis 8y ago
  Some of the highlights from last year: - Applied for a specific payment provider which required some additional checks and setup. Was confirmed that everything was up and running and approved. All good in sandbox but nothing was working on production. After back and forth emailing and twitter (and a lot of besides the question/issue replies) turns out they actually did had a production setup issue for this provider and it would take another 72 hours after we were "confirmed for production usage" to actually start taking payments using that provider - Discovered inconsistencies in documentation and expected API response results about a year ago. A lot of back and forth emailing and twitter again. Generic reply about test cards and link to docs. After insisting to have another look it was confirmed there was an issue in the sandbox I've moved all our EU payments away from Stripe and to Mollie which seems to have a better offering for European payment schemes. Radar is a big plus for fraud prevention (and something Stripe does very well!) but isn't that mostly based on the Israeli startup they acquired?
  - osrec 8y ago
    I'm looking to add more payment providers to my platform - how would you rate Mollie?
  - pc 8y ago
    Stripe cofounder here. By our internal metrics (tracking customer satisfaction and response times), our support has gotten better each of the last four years. But I'd love to hear more about the cases in which we fell short. Could you forward the problematic cases to me? patrick@stripe.com.
throwaway413 8y ago
This has not been my experience recently (YMMV). I recently had issues with my account, and sent a chat message to their support team. They called me within an hour, verifying the issue and proceeding to get it handled by their manager. They called back the next day to make sure it was confirmed, and sent a confirmation email after we spoke summarizing the issue. I was blown away how effective and efficient they were.

osrec 8y ago

I second this (and I'm someone who admires stripe too). I seem to only get generic support emails from Stripe, with an emphasis on closing the ticket, rather than answering the question. This may be a side effect of growing at the pace they have. Incidentally, I got cold called by wepay a week ago to integrate with my app (https://usebx.com https://usebx.com) and their support has been rather impressive - for me, they are winning on the customer support front.

jacquesm 8y ago
It's long ago been observed that support doesn't scale. Small companies have an edge over large companies and it is a real pity that even Stripe seems to fall to this rule, though two comments in this vein do not yet indicate that the line has already been crossed it is source for worry. Anybody that ever manages to crack 'support at scale' will run circles around the competition.
- scrollaway 8y ago
  Amazon? I've seldom heard bad things about Amazon's support. (amazon.com that is, not AWS; not that I heard bad things about AWS support either)

scrollaway 8y ago

Do you have examples? I've not experienced that. The worst offenders I've seen on their support email was bug reports not getting fixed. I email their support very regularly.

thiscatis 8y ago
Some of the highlights from last year: - Applied for a specific payment provider which required some additional checks and setup. Was confirmed that everything was up and running and approved. All good in sandbox but nothing was working on production. After back and forth emailing and twitter (and a lot of besides the question/issue replies) turns out they actually did had a production setup issue for this provider and it would take another 72 hours after we were "confirmed for production usage" to actually start taking payments using that provider - Discovered inconsistencies in documentation and expected API response results about a year ago. A lot of back and forth emailing and twitter again. Generic reply about test cards and link to docs. After insisting to have another look it was confirmed there was an issue in the sandbox I've moved all our EU payments away from Stripe and to Mollie which seems to have a better offering for European payment schemes. Radar is a big plus for fraud prevention (and something Stripe does very well!) but isn't that mostly based on the Israeli startup they acquired?
- osrec 8y ago
  I'm looking to add more payment providers to my platform - how would you rate Mollie?
- pc 8y ago
  Stripe cofounder here. By our internal metrics (tracking customer satisfaction and response times), our support has gotten better each of the last four years. But I'd love to hear more about the cases in which we fell short. Could you forward the problematic cases to me? patrick@stripe.com.

throwaway413 8y ago

This has not been my experience recently (YMMV). I recently had issues with my account, and sent a chat message to their support team. They called me within an hour, verifying the issue and proceeding to get it handled by their manager. They called back the next day to make sure it was confirmed, and sent a confirmation email after we spoke summarizing the issue. I was blown away how effective and efficient they were.