4 ms·
[flagged]
by tlonny 4y ago
[flagged]
- jgrahamc 4y agoI replied when this has no upvotes and was nowhere near the front page.
- Veen 4y agoThat response misses the point by a wide margin.
- Etheryte 4y agoNot a big surprise given they think HN threads are an acceptable form of customer support for paying customers.
- FeepingCreature 4y agoAs the joke goes, "A failure in the outage reporting service can take surprisingly long to notice." When your customer service is failing to handle a case, how exactly are you gonna catch on without using out-of-band signaling?
- jgrahamc 4y ago[deleted]
- Veen 4y agoFriendly advice, stop digging and step away from this thread/talk to your PR team. You're not helping yourself or Cloudflare by responding in this way.
- jgrahamc 4y agoYou're right. I'm taking all this too personally.
- ignoramous 4y agoNo matter how you took it, I want to say that there are others here who appreciate your presence.
- undefinedzero 4y agoWow this is the worst take about customer service I have ever seen by a company. You cause huge issues for business with the touch of a button, and when they require help and don’t think the cause was acceptable behavior, they’re whining? Just wow.
- jgrahamc 4y agoI've removed the word "whining" but to be clear I was not talking about the person who posted on HN that they had a problem. I immediately jumped on their problem when I saw it and I've ended up spending almost all morning on it. I took the long threads personally and should not have done.
- Traubenfuchs 4y agoThose are the people in control of like half the internet traffic in the world. Let that sink in.
- genewitch 4y ago10% globally and 30% of US traffic. Probably. Google has more aggregate users and traffic, and they're also world renowned for not having any customer service short of "blowing up on twitter" or getting lucky here on HN.
- resonious 4y agoIt's pretty amazing to me that even after seeing a response from a real human being, people continue to dog pile. To those continuing to foam at the mouth: what would be the ideal outcome? Cloudflare closing up shop entirely after this? The whole "this shouldn't have happened in the first place" mentality is completely unproductive.
- Aeolun 4y agoIt’s an acceptable form of support as long as it’s reliable.
- blast 4y agojgrahamc responded directly to the point. Replying before it made the front page means this post didn't need to go viral or win the front page lottery in order to get support, making it a counterexample to the GP.
- tardis_thad 4y agoand I really appreciate it, not trying to blame anyone, I created HN post as desperate attempt to have my service online again, hope you understand.
- wewxjfq 4y agoScraping sites can be useful, huh?
- oefrha 4y agoHN has an official API, no scraping needed.
- adamhp 4y agoDamned if you do, damned if you don't.
- Picblick 4y agoI'm always unsure how to read this. One one hand it is nice that there is someone in the company willing to do work which is in the interest of the customer (of sorts). But on the other hand it shows the company is willing to let quality, support, customer care, service and everything else decline but when it comes to public image is prepared to do everything within their power, even (yuck) their job in order for damage control. Now that I'm writing this I know exactly how to read comments like "now that it's in the public eye, we'll do something - maybe".
- Wowfunhappy 4y agoIt doesn't make the problem go away by itself, but I would rather have jgrahamc helping people than not.
- jgrahamc 4y ago[deleted]
- FeepingCreature 4y agoI think people see a lot of posts like "I tried to get help with my problem but received no response" and don't think about the selection bias involved. (Of course, if someone gets helped by customer service with no issues, that doesn't tend to come to Hacker News' attention.) But from their perspective it does feel like these sorts of posts are the only way to get attention on a problem.
- jgrahamc 4y ago[deleted]
- FeepingCreature 4y agoRight, I agree it sucks for you, I'm just trying to explain why I think it happens. (People don't think about incentives either.)