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It is great that you are trying to help but a customer support situation where there is no actual recourse but complaining on hacker news can't possibly scale a

It is great that you are trying to help but a customer support situation where there is no actual recourse but complaining on hacker news can't possibly scale and while functional orgs absolutely DO drop the ball sometimes they don't drop the ball repeatedly. From my experience something like this not getting escalated and then escalated again until somebody can handle it is that the system process is broken. In other words there is no sane universe where you learn about this problem on hacker news. How do you plan to fix THAT.

shmoogy 5y ago
Bringing the attention of a systematic failure/issue to a CEO that may be caused by policies that force KPIs internally that lead to frustrating encounters is the best way to resolve these kinds of issues.
- michaelmrose 5y ago
  I have never seen the CEO of any organization I've ever worked for fix anything of note even company or life threatening situations unless it was actually to the point of threatening the immediate existence of cash flows right away as in this quarter. Honestly anyone who expects Affirm to fix an issue where a fraction of 1% of users are fucked and 99% are OK is dreaming. All it would have to do to negative the benefit of such is for it to increase costs by 1% The smart folks reading this thread have just learned that its wise not to do business with affirm because its not worth the hassle.
  - tehlike 5y ago
    I was an engineer at Google, in admob specifically. We would get issues all over the place. 99% was publisher bug, but it would help us detect patterns and potentially improve the API, or onboarding flow etc. On the 1% we would sometimes figure out later because support Frontline didn't realize the issue properly and we had to address it few months later. All that is is a feedback. I believe we tried to do better by people but our scale probably grew faster than our process could scale. And i say this as a victim of Google's account support (or lack thereof). It is horrible, but you figure nothing is perfect. "Smart folks" tend to know how sausage is made and take things into account and not simply abandon. Don't project your own opinion on others.

shmoogy 5y ago

Bringing the attention of a systematic failure/issue to a CEO that may be caused by policies that force KPIs internally that lead to frustrating encounters is the best way to resolve these kinds of issues.

michaelmrose 5y ago
I have never seen the CEO of any organization I've ever worked for fix anything of note even company or life threatening situations unless it was actually to the point of threatening the immediate existence of cash flows right away as in this quarter. Honestly anyone who expects Affirm to fix an issue where a fraction of 1% of users are fucked and 99% are OK is dreaming. All it would have to do to negative the benefit of such is for it to increase costs by 1% The smart folks reading this thread have just learned that its wise not to do business with affirm because its not worth the hassle.
- tehlike 5y ago
  I was an engineer at Google, in admob specifically. We would get issues all over the place. 99% was publisher bug, but it would help us detect patterns and potentially improve the API, or onboarding flow etc. On the 1% we would sometimes figure out later because support Frontline didn't realize the issue properly and we had to address it few months later. All that is is a feedback. I believe we tried to do better by people but our scale probably grew faster than our process could scale. And i say this as a victim of Google's account support (or lack thereof). It is horrible, but you figure nothing is perfect. "Smart folks" tend to know how sausage is made and take things into account and not simply abandon. Don't project your own opinion on others.