This is also the future of blind faith in a few companies that control substantial things you depend on personally/professionally. You don't really think about

This is also the future of blind faith in a few companies that control substantial things you depend on personally/professionally. You don't really think about how much damage something like Slack (or god forbid, Google) could do to you by shutting down your account until something like this actually happens. Add to that the dark side of being "data driven," which is that stories like this one are just part of the 1% of edge cases. These companies also try to move away from actual customer service as much as possible because human labor doesn't scale as well as automation, so you'll fall through the cracks as long as the news that it happened to you doesn't get enough press to make it worth an engineer's or VP's time. I know that sounds extremely cynical, but having been on the inside in situations like this, I saw how these dynamics converged despite good intentions. Stuff like this is why sending engineers through front-line customer support rotations tends to dramatically motivate engineering teams to make quality of life improvements. Once you lose the detachment that indirection from the user gets you, suddenly those 1% cases feel more important.