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> I am glad that we restored access to the account in less than an hour after Aurelia filed their appeal. You mean after they went semi-viral on Twitter and la

> I am glad that we restored access to the account in less than an hour after Aurelia filed their appeal. You mean after they went semi-viral on Twitter and landed on the HN front page. But I'm sure it doesn't happen again (to this repository, for this reason, in this year; everything else is on the table). Using Twitter, FB, HN etc as your support-priority-queue system is a terrible idea.

shadowgovt 7y ago
As we've seen with all major internet service providing companies, getting customer service right 100% of the time does not scale. Errors happen. The mean time between errors approaches 0 hours as the ratio of users to human beings on the planet approaches 100%.
- luckylion 7y ago
  Sure, but there's plenty of space between offering Google-level support and getting it 100% right. Aim for 100%, not for Google. It's not their terrible support that made them successful, don't copy that part of their operation.
  - shadowgovt 7y ago
    Setting the tradeoff in cost / effectiveness where Google did is probably part of the alchemy of what made them successful in the way they are successful (though offering better customer service and "white glove" treatment to a smaller customer base is also extremely likely to be a viable business model).
tomxor 7y ago
They reinstated the account 1hr after official appeal. You comment is only relevant to those posts who are used as a last resort, usually after waiting days or weeks without any human response. AFAICT the tweet was done pretty much simultaneously, perhaps in an attempt to hasten response time.
- luckylion 7y ago
  > They reinstated the account 1hr after official appeal. Yeah, because it got traction on HN and Twitter. Pretty much the same happened to somebody else just three days ago, and, wouldn't you know it, after their rant [1] made it to the HN front page [2], Github finally reacted to the appeal after having spent a week ignoring it. If you expect to ever have troubles with GitHub, you better have a following or some luck to be posting at the right time. [1] https://medium.com/@catamphetamine/how-github-blocked-me-and-all-my-libraries-c32c61f061d3 https://medium.com/@catamphetamine/how-github-blocked-me-and... [2] https://news.ycombinator.com/item?id=22593595 https://news.ycombinator.com/item?id=22593595

shadowgovt 7y ago

As we've seen with all major internet service providing companies, getting customer service right 100% of the time does not scale. Errors happen. The mean time between errors approaches 0 hours as the ratio of users to human beings on the planet approaches 100%.

luckylion 7y ago
Sure, but there's plenty of space between offering Google-level support and getting it 100% right. Aim for 100%, not for Google. It's not their terrible support that made them successful, don't copy that part of their operation.
- shadowgovt 7y ago
  Setting the tradeoff in cost / effectiveness where Google did is probably part of the alchemy of what made them successful in the way they are successful (though offering better customer service and "white glove" treatment to a smaller customer base is also extremely likely to be a viable business model).

tomxor 7y ago

They reinstated the account 1hr after official appeal. You comment is only relevant to those posts who are used as a last resort, usually after waiting days or weeks without any human response. AFAICT the tweet was done pretty much simultaneously, perhaps in an attempt to hasten response time.

luckylion 7y ago
> They reinstated the account 1hr after official appeal. Yeah, because it got traction on HN and Twitter. Pretty much the same happened to somebody else just three days ago, and, wouldn't you know it, after their rant [1] made it to the HN front page [2], Github finally reacted to the appeal after having spent a week ignoring it. If you expect to ever have troubles with GitHub, you better have a following or some luck to be posting at the right time. [1] https://medium.com/@catamphetamine/how-github-blocked-me-and-all-my-libraries-c32c61f061d3 https://medium.com/@catamphetamine/how-github-blocked-me-and... [2] https://news.ycombinator.com/item?id=22593595 https://news.ycombinator.com/item?id=22593595