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> While we debated that exact thing for a long time, the reality was that we knew customers would want to dig deeper and understand HOW we wouldn't let it happe

> While we debated that exact thing for a long time, the reality was that we knew customers would want to dig deeper and understand HOW we wouldn't let it happen again. One saying I’m sorry isn’t an amends. Neither is offering a contrition-free remedy for past bad acts. Amends requires both contrition and a remedy. For example, inserting the following (or anything similar) after the first sentence would have demonstrated some contrition: “We have truly been humbled by our prior lack of insight, and we are very sorry for what happened to any customers affected in any way by our shortcomings in this area. We realize we need to regain your trust and with that in mind, have thoughtfully examined all the feedback we received.” Learning you all actually thought it through and consciously chose to save face does not inspire confidence. Nor does the underlying subtext that customers big enough to pay by check and get an account rep get a free pass, while little bootstrapped guys like me can still have the hammer dropped on them, albeit with slightly more scrutiny than last week.

TheIronYuppie 8y ago
I understand, and, though it's not in the original post, I will say again. We screwed up. We are really sorry. This was a confluence of unexpected events that slipped through our systems (which included both humans and algorithms). We know it will take a long time to rebuild the trust we've burned, and we are committed to doing it. In addition, as I said earlier, the options to ensure that you have additional protection (WHICH YOU SHOULDN'T HAVE TO DO, I'M JUST OFFERING IT) are at no cost: - Provide a valid phone number where we can reach you in the event of suspicious activity on your account. - Provide one or more billing admins to your account. - Provide a secondary payment method in case there are problems charging your primary method. - Contact our sales team to see if you qualify for invoice billing instead of relying on credit cards (this is much lower than you would generally think)

TheIronYuppie 8y ago

I understand, and, though it's not in the original post, I will say again. We screwed up. We are really sorry. This was a confluence of unexpected events that slipped through our systems (which included both humans and algorithms). We know it will take a long time to rebuild the trust we've burned, and we are committed to doing it. In addition, as I said earlier, the options to ensure that you have additional protection (WHICH YOU SHOULDN'T HAVE TO DO, I'M JUST OFFERING IT) are at no cost: - Provide a valid phone number where we can reach you in the event of suspicious activity on your account. - Provide one or more billing admins to your account. - Provide a secondary payment method in case there are problems charging your primary method. - Contact our sales team to see if you qualify for invoice billing instead of relying on credit cards (this is much lower than you would generally think)