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If Docker wants to grow up, maybe they could start with replying to support tickets from paying customers. I have a 10 day old open ticket with no reply.
by glutamate 5y ago
If Docker wants to grow up, maybe they could start with replying to support tickets from paying customers. I have a 10 day old open ticket with no reply.
- emptysongglass 5y agoThis has also been our experience with the company.
- emptysongglass 5y agoI can no longer edit this comment but I just wanted to update that Docker the company has really made huge strides in the last few days to rectify our experience. So if you're having a hard time, reach out. My feeling speaking directly with some Docker people is that they're proud of the company and believe in its future.
- justincormack 5y agoHey sorry about that, can you send me the ticket details justin @ docker.com and I can look into it.
- glutamate 5y agoI have a better idea. How about you look at EVERY open ticket, starting with those from paying customers? EDIT: Wow, they actually did this and got back to me - thank you!
- asddubs 5y agoif they're smart they just looked at all the 10 day old tickets
- ghostpepper 5y agomaybe 10 +/-1 for time zones
- resizeitplz 5y agoFwiw, while there probably isn't a _good_ public relations response here ... N=1, when I see a company publicly managing escalation via public shaming, it inclines me to steer purchasing decisions away from them in the future.
- gorjusborg 5y agoMy thought as well. If I have to tweet-storm to get someone to look at my support ticket, there is no real support.
- adolph 5y agoPolicy success is directly dependent on how we handle requests for exception. Granting exceptions undermines people’s sense of fairness, and sets a precedent precedent that undermines future policy. In environments where exceptions become normalized, leaders often find that issuing writs of exception—for policies they themselves have designed—starts to swallow up much of their time. Organizations spending significant time on exceptions are experiencing exception debt. The escape is to stop working the exceptions, and instead work the policy. Larson, Will. An Elegant Puzzle: Systems of Engineering Management (p. 122). Stripe Press. Kindle Edition.
- myko 5y agoThanks for posting, ordered a copy just now
- adolph 5y agoAnother point of genius is right after the above section on exception debt. It was in that era of my career that I came to view management as, at its core, a moral profession. We have the opportunity to create an environment for those around us to be their best, in fair surroundings. For me, that’s both an opportunity and an obligation for managers, and saying no in that room with my manager and CTO was, in part, my decision to hold the line on what’s right. Larson, Will. An Elegant Puzzle: Systems of Engineering Management (p. 123). Stripe Press. Kindle Edition.
- deleted 5y ago[deleted]
- mongol 5y agoIt should not have to work like this.
- indemnity 5y agoAgree 100%. I don’t want to have to resort to Twitter or HN to get a ticket worked. Fuck that, hire some staff, work on your enterprise support.
- temp_praneshp 5y ago> hire some staff And that's why they are scaling back on free plans.
- mikestew 5y agoSo, like many companies, successful support consists of yelping at the appropriate public forum, be it Twitter or in this case, HN. Anything the public doesn't see: "due to unexpected call volume, you'll wait at least ten days before hearing from anyone". All the while the company forgets that the complaining customer isn't the only one reading. The rest of us are reading a live account of what company's customer support looks like.
- p2t2p 5y agoNot really comparable to the problem with Google you're pointing to. Google's services are free, here we have tickets from paying customers. I've never opened a ticket to Google as paying customer so I don't know for sure but unless someone comes and confirms that same crap is happening even if you pay we can't really compare those two cases and Docker is worse for simple reason that it demands payment yet ignores paying customers.
- nja 5y agoHah, tell me about it. We were unable to give them more money (buy more seats), and our urgent support request was open for a week. Turns out (from a moment's console snooping) it was a straightforward REST call that was missing a body parameter, so a simple 'curl' fixed the issue for us. But I wonder... how long they were actively hurting their business? And how did a serious bug like that get into production? What does that say about their systems?
- lugged 5y agoThey have core problems open from years ago they just ignore. This is their normal mode of operation.