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I'm really sorry for all the confusion. I work at Stripe and would like to dig into this more. Could you email me at edwin@stripe.com?

haisch 8y ago
In defense of OP I don't think his problems with Stripe Atlas are born out of any confusion.
- crankylinuxuser 8y ago
  Indeed. The "confusion" bit is pretty condescending. It reminds me of the similar bit of "I'm sorry you're upset." With that, you're not really sorry, and you're fake-apologizing for someone else's actions.
  - everdev 8y ago
    I think it's awesome a company cares enough to respond to dissatisfaction. Sometimes written words can land differently for different people, but I think it's a bit harsh to judge someone's attempt at help because they assumed there's some confusion. Sure, there are better words to use, but this outreach still puts their customer service at an A-level for me.
    - ovao 8y ago
      And, to be fair, the OP’s situation with getting the runaround between Stripe and the bank is “confusion”. It’s just that the confusion appears to be either on Stripe’s end or on the bank’s.
    - joshmn 8y ago
      I think it's great marketing. There are tons of people who don't have such public outlets — or are unaware of them — to raise their issues.
joshmn 8y ago
OP: In the past, edwinwee has offered this same sentiment only to later ignore me. I'm not sure if he got busy or if he's just trying to save face. Previous: https://news.ycombinator.com/item?id=18081918 https://news.ycombinator.com/item?id=18081918
- xyzzy_plugh 8y ago
  I'm curious what you might've asked that led them not respond. Your profile says "Rubyist and fraud expert" so I'm guessing you might've asked a fraud-related question that, perhaps, they are legally/morally/somehow restrained from contacting you further? Are you a customer of theirs? If it was a Ruby question, on the other hand...
  - joshmn 8y ago
    Just an Atlas question actually. They left me in the dark on and wasted a bunch of my time and really made it hard for me to recommend anyone else going through Atlas. I am a customer of theirs for many of my products and clients (all together transact millions each year), yes. They have a great platform and I love what they do for developers at large. Their support could use some tweaking and they could be more transparent, but progress is an arc.
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haisch 8y ago

In defense of OP I don't think his problems with Stripe Atlas are born out of any confusion.

crankylinuxuser 8y ago
Indeed. The "confusion" bit is pretty condescending. It reminds me of the similar bit of "I'm sorry you're upset." With that, you're not really sorry, and you're fake-apologizing for someone else's actions.
- everdev 8y ago
  I think it's awesome a company cares enough to respond to dissatisfaction. Sometimes written words can land differently for different people, but I think it's a bit harsh to judge someone's attempt at help because they assumed there's some confusion. Sure, there are better words to use, but this outreach still puts their customer service at an A-level for me.
  - ovao 8y ago
    And, to be fair, the OP’s situation with getting the runaround between Stripe and the bank is “confusion”. It’s just that the confusion appears to be either on Stripe’s end or on the bank’s.
  - joshmn 8y ago
    I think it's great marketing. There are tons of people who don't have such public outlets — or are unaware of them — to raise their issues.

joshmn 8y ago

OP: In the past, edwinwee has offered this same sentiment only to later ignore me. I'm not sure if he got busy or if he's just trying to save face. Previous: https://news.ycombinator.com/item?id=18081918 https://news.ycombinator.com/item?id=18081918

xyzzy_plugh 8y ago
I'm curious what you might've asked that led them not respond. Your profile says "Rubyist and fraud expert" so I'm guessing you might've asked a fraud-related question that, perhaps, they are legally/morally/somehow restrained from contacting you further? Are you a customer of theirs? If it was a Ruby question, on the other hand...
- joshmn 8y ago
  Just an Atlas question actually. They left me in the dark on and wasted a bunch of my time and really made it hard for me to recommend anyone else going through Atlas. I am a customer of theirs for many of my products and clients (all together transact millions each year), yes. They have a great platform and I love what they do for developers at large. Their support could use some tweaking and they could be more transparent, but progress is an arc.

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