4 ms·

Still waiting for them to respond about a month later. Chased up multiple times. Nothing. They won't keep me as a customer much longer.

emilycook 7y ago
Hi! GitLab employee, if you wanna reach out to me directly, I can try to triage to the right team: ecook@gitlab.com
- ubercore 7y ago
  It's awesome that you're willing to help out, but increasingly these kind of interactions leave me with a bad impression -- I don't want to have to complain in a public forum to get some kind of meaningful response. Not calling you out on this personally, just noting a general trend that's become really common the last few years.
  - bamboozled 7y ago
    I feel the same when I see Gitlab posts on HN, always seems to be a lot of apologetic behaviour after the fact, it’s a bit cringe worthy. I don’t see it from competitors nor do I see the long string of terrible complaints, handle your business in advance this doesn’t have to happen.
    - ensignavenger 7y ago
      There are actually quite a few complaints on here about GitHub support, the difference is that Gitlab employees are replying to the complaints against their company. Seems like a lot of Gitlab employees follow Hacker News and want to help out. (It appears that Gitlab actually pays some of them to do this as part of their job, whereas for others it is not in their job description).
      - emilycook 7y ago
        Hi yes! Someone who gets paid to do this here :P just wanted to give some background on my team (not that you asked for it OP, I just like to talk about myself apparently). But yeah my team (of 3 members lol) was spun up primarily because Sid our CEO wants to make sure that everyone in the company is plugged into what users are saying about us, and he cares about hackernews specifically since GitLab was founded here [1]. So my team mainly just triages mentions about us so devs/managers/etc don't miss feedback but can still focus on their jobs. I do see first-hand that everyone in the company really does care about what people are experiencing. [1] https://about.gitlab.com/company/history/#2012-gitlabcom https://about.gitlab.com/company/history/#2012-gitlabcom
        slimsag 7y ago
        I really appreciate / admire the care you all have for devs by being a part of the conversation on HN. Support is _hard work_. I am a dev at a similar startup (Sourcegraph) and always try to take a page out of your book by being responsive and caring online in a similar manner.
  - emilycook 7y ago
    Ah sorry to hear that was your take-away, I'm not on support it's just my job to triage feedback [1]. We do have a Slack channel for support managers where I passed along your experience though, so hopefully we can improve! [1] (in case you care at all about my job description lol) https://about.gitlab.com/handbook/marketing/community-relations/community-advocacy/#respond-to-every-community-question-about-gitlab-asked-online https://about.gitlab.com/handbook/marketing/community-relati...
    - ubercore 7y ago
      Thanks for responding! It's one of those things for me that is positive in individual cases, ie your response here, but negative in aggregate. So, no worries!
      - emilycook 7y ago
        Well I'm glad to hear this was positive for you at least! Our support managers are very receptive of feedback (and I know they're watching this thread too, hi friends), so I do really appreciate your constructive criticism. Hopefully we can improve on this, no one wants to be a pain-point :P
  - deleted 7y ago
    [deleted]

emilycook 7y ago

Hi! GitLab employee, if you wanna reach out to me directly, I can try to triage to the right team: ecook@gitlab.com

ubercore 7y ago
It's awesome that you're willing to help out, but increasingly these kind of interactions leave me with a bad impression -- I don't want to have to complain in a public forum to get some kind of meaningful response. Not calling you out on this personally, just noting a general trend that's become really common the last few years.
- bamboozled 7y ago
  I feel the same when I see Gitlab posts on HN, always seems to be a lot of apologetic behaviour after the fact, it’s a bit cringe worthy. I don’t see it from competitors nor do I see the long string of terrible complaints, handle your business in advance this doesn’t have to happen.
  - ensignavenger 7y ago
    There are actually quite a few complaints on here about GitHub support, the difference is that Gitlab employees are replying to the complaints against their company. Seems like a lot of Gitlab employees follow Hacker News and want to help out. (It appears that Gitlab actually pays some of them to do this as part of their job, whereas for others it is not in their job description).
    - emilycook 7y ago
      Hi yes! Someone who gets paid to do this here :P just wanted to give some background on my team (not that you asked for it OP, I just like to talk about myself apparently). But yeah my team (of 3 members lol) was spun up primarily because Sid our CEO wants to make sure that everyone in the company is plugged into what users are saying about us, and he cares about hackernews specifically since GitLab was founded here [1]. So my team mainly just triages mentions about us so devs/managers/etc don't miss feedback but can still focus on their jobs. I do see first-hand that everyone in the company really does care about what people are experiencing. [1] https://about.gitlab.com/company/history/#2012-gitlabcom https://about.gitlab.com/company/history/#2012-gitlabcom
      - slimsag 7y ago
        I really appreciate / admire the care you all have for devs by being a part of the conversation on HN. Support is _hard work_. I am a dev at a similar startup (Sourcegraph) and always try to take a page out of your book by being responsive and caring online in a similar manner.
- emilycook 7y ago
  Ah sorry to hear that was your take-away, I'm not on support it's just my job to triage feedback [1]. We do have a Slack channel for support managers where I passed along your experience though, so hopefully we can improve! [1] (in case you care at all about my job description lol) https://about.gitlab.com/handbook/marketing/community-relations/community-advocacy/#respond-to-every-community-question-about-gitlab-asked-online https://about.gitlab.com/handbook/marketing/community-relati...
  - ubercore 7y ago
    Thanks for responding! It's one of those things for me that is positive in individual cases, ie your response here, but negative in aggregate. So, no worries!
    - emilycook 7y ago
      Well I'm glad to hear this was positive for you at least! Our support managers are very receptive of feedback (and I know they're watching this thread too, hi friends), so I do really appreciate your constructive criticism. Hopefully we can improve on this, no one wants to be a pain-point :P
- deleted 7y ago
  [deleted]