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I actually thought Stripe did decently here, there were periods of silence which sucks. It's odd that you feel they are obligated to explain their internal proc

by websap 5y ago

I actually thought Stripe did decently here, there were periods of silence which sucks. It's odd that you feel they are obligated to explain their internal processes with you? Things they did right: 1. Immediately acknowledge the issue and raise it to a Specialist. 2. Give you a work-around, so that you don't need to be blocked. 3. Engage the lead PM, to speak to you, to address your concerns. 4. Fix the documentation first, so others know how to fix this and understand the cases. 5. Take feedback that they need to improve the API. 6. Find which customers had an issue and pro-actively reach out to them. (Isn't this what you wanted in the 1st place?) Things that didn't go well: 1. Long periods of silence between mails. 2. Lack of a bug bounty, sounds like a pretty big miss on their part and a bug bounty would be nice.

klabb3 5y ago
I think it's reasonable to expect either (1) support to be at least as responsive and competent as sales or (2) compensation or refunds for poor service. This works for any honest business. If you want a custom offering with hand holding, go with 1. If you want a scalable and streamlined unisize business which allows itself to make mistakes in order to build huge things for the masses, go with 2 and accept the losses. I really dislike the middle ground compromise of having useless conversations with L1 reps who are either incompetent or whose hands are tied. "We've escalated this issue to super-serious, an expert will reach out to you within the next decade".
- jrochkind1 5y ago
  > I think it's reasonable to expect either (1) support to be at least as responsive and competent as sales What do you mean by "reasonable"? Because, while I wish it were so, I have never ever experienced support as responsive as sales.
oefrha 5y ago
Stripe Support did not engage the lead PM, OP happened to have the PM’s email: > In the mean time, I had also been reaching out to, who best I can tell, was the product manager or product lead for Stripe Tax because I had her email address and contact information from previously discussing Stripe Tax with her. Ironically the PM was a fair bit more responsive than Support.
x11vnc 5y ago
eps 5y ago
They also said "You are very welcome" and "Let me go ahead and dig into this for you" more than once. So, yeah, it's absolutely nor clear why the heck the OP is so upset?

by websap 5y ago

klabb3 5y ago

I think it's reasonable to expect either (1) support to be at least as responsive and competent as sales or (2) compensation or refunds for poor service. This works for any honest business. If you want a custom offering with hand holding, go with 1. If you want a scalable and streamlined unisize business which allows itself to make mistakes in order to build huge things for the masses, go with 2 and accept the losses. I really dislike the middle ground compromise of having useless conversations with L1 reps who are either incompetent or whose hands are tied. "We've escalated this issue to super-serious, an expert will reach out to you within the next decade".

jrochkind1 5y ago
> I think it's reasonable to expect either (1) support to be at least as responsive and competent as sales What do you mean by "reasonable"? Because, while I wish it were so, I have never ever experienced support as responsive as sales.

oefrha 5y ago

Stripe Support did not engage the lead PM, OP happened to have the PM’s email: > In the mean time, I had also been reaching out to, who best I can tell, was the product manager or product lead for Stripe Tax because I had her email address and contact information from previously discussing Stripe Tax with her. Ironically the PM was a fair bit more responsive than Support.

x11vnc 5y ago

eps 5y ago

They also said "You are very welcome" and "Let me go ahead and dig into this for you" more than once. So, yeah, it's absolutely nor clear why the heck the OP is so upset?