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> then quietly modified their documentation and addressed the issue as if they had "just discovered it" As he points out in the article, they alerted him to th
by dabernathy89 5y ago
> then quietly modified their documentation and addressed the issue as if they had "just discovered it"
As he points out in the article, they alerted him to the documentation updates in the course of their emails back and forth.
Fair point about being frustrated with the initial customer support experience, though. Definitely crappy.
- nrmitchi 5y ago> As he points out in the article, they alerted him to the documentation updates in the course of their emails back and forth. Technically, this is true. From the story though, it sounds like the PM included this information after the author reached out to the PM directly. Only after that did support say "I see we reached out to you about documentation updated!". So while yes, they did technically tell the author about the documentation update, I'm not sure I would classify it as them "alerting" the author.
- flutas 5y ago> From the story though, it sounds like the PM included this information after the author reached out to the PM directly. Exactly the case, and it's because he happened to have the PMs email. Not because Stripe gave it to him or offered to send the PM his way.