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The fact that the CEO had to step in after this blew up online otherwise they were going to try to extort that poor dude for thousands of dollars! Moving my si

The fact that the CEO had to step in after this blew up online otherwise they were going to try to extort that poor dude for thousands of dollars! Moving my sites off of netlify ASAP.

BigJono 3y ago
Tell you what is a good question, why is this thread on page FIVE of HN (ranked #125) with 1000+ upvotes, 400+ comments and only 7 hours old?
- croemer 3y ago
  I asked this question as "Ask HN" here: https://news.ycombinator.com/item?id=39524660 https://news.ycombinator.com/item?id=39524660
- sergiotapia 3y ago
  I found out about this from twitter - weird how it's so buried on HN.
- dang 3y ago
  This is in the FAQ: https://news.ycombinator.com/newsfaq.html https://news.ycombinator.com/newsfaq.html. See "How are stories ranked?" and "Why is A ranked below B even though A has more points and is newer?" About this specific case: it set off the flamewar detector (a.k.a. the overheated discussion detector) and also got moderation downweights. We sometimes turn off that penalty, but I don't think we'd do so in a case like this, because HN gets so many posts of this nature. They flare up with Big Drama that is sensational for a while but not particularly interesting, and therefore not really what the site is for. In fact HN gets so many posts of this type that it has become a joke, and not only that but a cliché, so much so that the top comment of the Reddit thread repeats it [1]. That's about as repetitive as anything gets. The basic idea of HN is to gratify intellectual curiosity [2] and avoid repetition [3]. [1] https://old.reddit.com/r/webdev/comments/1b14bty/netlify_just_sent_me_a_104k_bill_for_a_simple/ksc6txu/ https://old.reddit.com/r/webdev/comments/1b14bty/netlify_jus... [2] https://hn.algolia.com/?dateRange=all&page=0&prefix=true&sort=byDate&type=comment&query=curiosity%20optimiz%20by:dang https://hn.algolia.com/?dateRange=all&page=0&prefix=true&sor... [3] https://hn.algolia.com/?dateRange=all&page=0&prefix=false&sort=byDate&type=comment&query=curiosity%20repetition%20by:dang https://hn.algolia.com/?dateRange=all&page=0&prefix=false&so...
  - BigJono 3y ago
    I don't really buy that to be honest. I read this whole thread before the CEO posted and after, and neither time thought any of the comments were out of line or even that the general mood was any more heated than any other random HN thread. People are politely asking pertinent questions. And I think once the CEO makes a statement which contradicts the company's support response, that becomes very interesting. Particularly to anybody that uses their service. I'm certainly not finding the conversation very repetetive or cliche.
    - dang 3y ago
      You're welcome to disagree, of course. My main concern is to explain what the principles are. I'm not saying we apply them perfectly—sometimes we make bad calls. I can tell you pretty much for certain though, that we'd hear many more complaints if a Reddit thread about a customer support shitstorm stayed on HN's front page for very long. Btw, the Customer Support Fuckup category is one of several $X where HN has become known as the place for $X, but only because HN is not actually for $X. Another example is the Site Is Down category—people often come to HN to find out what's going on when some $Site or other is having an outage. But just as HN itself isn't a site monitoring platform, it's also not a customer-support-of-last-resort platform. If the community feels like this customer support fuckup is altogether more interesting, I'd consider reversing the call, but again, my gut feeling is that we'd get even more complaints that way.
      - BigJono 3y ago
        I agree completely with the underlying principles, I just think once the CEO has commented and stirred up some interesting discussion that's relevant to a large segment of your userbase, the thread doesn't really belong to some generic "customer service shitstorms" category anymore. I learnt more about Netlify, Vercel etc and how they operate from this thread from the last 100 "customer service" threads combined. I learned about Cloudflare's offerings, and a bit about Hetzner. And it was all very interesting. You said you sometimes turn off those penalties, I think this thread would be a good candidate.

The fact that the CEO had to step in after this blew up online otherwise they were going to try to extort that poor dude for thousands of dollars! Moving my sites off of netlify ASAP.

BigJono 3y ago

Tell you what is a good question, why is this thread on page FIVE of HN (ranked #125) with 1000+ upvotes, 400+ comments and only 7 hours old?

croemer 3y ago
I asked this question as "Ask HN" here: https://news.ycombinator.com/item?id=39524660 https://news.ycombinator.com/item?id=39524660
sergiotapia 3y ago
I found out about this from twitter - weird how it's so buried on HN.
dang 3y ago
This is in the FAQ: https://news.ycombinator.com/newsfaq.html https://news.ycombinator.com/newsfaq.html. See "How are stories ranked?" and "Why is A ranked below B even though A has more points and is newer?" About this specific case: it set off the flamewar detector (a.k.a. the overheated discussion detector) and also got moderation downweights. We sometimes turn off that penalty, but I don't think we'd do so in a case like this, because HN gets so many posts of this nature. They flare up with Big Drama that is sensational for a while but not particularly interesting, and therefore not really what the site is for. In fact HN gets so many posts of this type that it has become a joke, and not only that but a cliché, so much so that the top comment of the Reddit thread repeats it [1]. That's about as repetitive as anything gets. The basic idea of HN is to gratify intellectual curiosity [2] and avoid repetition [3]. [1] https://old.reddit.com/r/webdev/comments/1b14bty/netlify_just_sent_me_a_104k_bill_for_a_simple/ksc6txu/ https://old.reddit.com/r/webdev/comments/1b14bty/netlify_jus... [2] https://hn.algolia.com/?dateRange=all&page=0&prefix=true&sort=byDate&type=comment&query=curiosity%20optimiz%20by:dang https://hn.algolia.com/?dateRange=all&page=0&prefix=true&sor... [3] https://hn.algolia.com/?dateRange=all&page=0&prefix=false&sort=byDate&type=comment&query=curiosity%20repetition%20by:dang https://hn.algolia.com/?dateRange=all&page=0&prefix=false&so...
- BigJono 3y ago
  I don't really buy that to be honest. I read this whole thread before the CEO posted and after, and neither time thought any of the comments were out of line or even that the general mood was any more heated than any other random HN thread. People are politely asking pertinent questions. And I think once the CEO makes a statement which contradicts the company's support response, that becomes very interesting. Particularly to anybody that uses their service. I'm certainly not finding the conversation very repetetive or cliche.
  - dang 3y ago
    You're welcome to disagree, of course. My main concern is to explain what the principles are. I'm not saying we apply them perfectly—sometimes we make bad calls. I can tell you pretty much for certain though, that we'd hear many more complaints if a Reddit thread about a customer support shitstorm stayed on HN's front page for very long. Btw, the Customer Support Fuckup category is one of several $X where HN has become known as the place for $X, but only because HN is not actually for $X. Another example is the Site Is Down category—people often come to HN to find out what's going on when some $Site or other is having an outage. But just as HN itself isn't a site monitoring platform, it's also not a customer-support-of-last-resort platform. If the community feels like this customer support fuckup is altogether more interesting, I'd consider reversing the call, but again, my gut feeling is that we'd get even more complaints that way.
    - BigJono 3y ago
      I agree completely with the underlying principles, I just think once the CEO has commented and stirred up some interesting discussion that's relevant to a large segment of your userbase, the thread doesn't really belong to some generic "customer service shitstorms" category anymore. I learnt more about Netlify, Vercel etc and how they operate from this thread from the last 100 "customer service" threads combined. I learned about Cloudflare's offerings, and a bit about Hetzner. And it was all very interesting. You said you sometimes turn off those penalties, I think this thread would be a good candidate.