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doctors(who monitor HN for any mention of the company name using a script) quickly turned up in the thread and had the users account restored before they got to

doctors(who monitor HN for any mention of the company name using a script) quickly turned up in the thread and had the users account restored before they got too much bad press for their mistake This is why it's an enormous red flag when I see anyone doing customer service in the HN comments. You may as well have a neon sign that says "we only give a shit about the customers who can make trouble for us". When I see a founder fixing someone's problem I can be dead certain that when I become the one with the problem I am SOL.

TIPSIO 4y ago
Okay, calling BS on the absurdity of this comment's framing... Have you ever called one of those big webhost with 24/7 support (GoDaddy, NameCheap, ScammyxyzabcdefghijkHost.com)? Their support will have that poor soul on a call for 8 hours and then upsold to 50 business services they didn't need where they were "freaked out" into buying. Cloudflare is trying to liberate domains (or at least technical folk) from all of that nonsense as an at-cost provider. You are not SOL with buying your domain at Cloudflare or using their services.
- lalopalota 4y ago
  I've called in for support with both GoDaddy and Namecheap. Both resolved my issues while on the phone, quickly, with no attempted upsells.
mceachen 4y ago
I do customer support where ever my users/customers are, so I have (several!) alerts for PhotoStructure. If someone reports a bug or asks a question, whether that be on my forum, my discord, my subreddit, some rando bbs, or HN, I try to jump in and resolve their concern. Not all companies are twirling their mustaches and cackle nefariously. I just want happy users.
- causality0 4y ago
  Making an HN submission about a customer service issue is nobody's first course of action. That happens when they believe a company has failed so notably that strangers need to be informed about it.

TIPSIO 4y ago

Okay, calling BS on the absurdity of this comment's framing... Have you ever called one of those big webhost with 24/7 support (GoDaddy, NameCheap, ScammyxyzabcdefghijkHost.com)? Their support will have that poor soul on a call for 8 hours and then upsold to 50 business services they didn't need where they were "freaked out" into buying. Cloudflare is trying to liberate domains (or at least technical folk) from all of that nonsense as an at-cost provider. You are not SOL with buying your domain at Cloudflare or using their services.

lalopalota 4y ago
I've called in for support with both GoDaddy and Namecheap. Both resolved my issues while on the phone, quickly, with no attempted upsells.

mceachen 4y ago

I do customer support where ever my users/customers are, so I have (several!) alerts for PhotoStructure. If someone reports a bug or asks a question, whether that be on my forum, my discord, my subreddit, some rando bbs, or HN, I try to jump in and resolve their concern. Not all companies are twirling their mustaches and cackle nefariously. I just want happy users.

causality0 4y ago
Making an HN submission about a customer service issue is nobody's first course of action. That happens when they believe a company has failed so notably that strangers need to be informed about it.