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I want to underline the fact that I am not a client, nor has my firm ever registered with them, so this is a security/fraud correspondence...not customer servic

I want to underline the fact that I am not a client, nor has my firm ever registered with them, so this is a security/fraud correspondence...not customer service. Emails to support@, info@ etc multiple TLDs, all ignored for months...

kiwicopple 1y ago
hey DANmode - supabase ceo here. similar to the sibling thread I want to make sure I know what happened here: 1. someone created an website using supabase with email logins (and possibly edited the template / opt-out link) 2. someone signed you up to that service - you received an email from that app 3. you sent us an email (to support@supabase.io or similar) to report abuse 4. we emailed a few months later with the generic email you posted First, I'm sorry you had a bad experience. we have been historically very on-top of our support emails, but this year the tickets have grown ~10x while our team can only grow ~2x. We have had to make short-term trade-offs (automations) which are sub-par so that we can catch up with the growth and primarily focus on the paying customers I'm be the first to acknowledge that this is something we want to improve. Unfortunately that will take time and iterations - you are experiencing our support (i hope) at it's worst. We sent an email to the backlog of unanswered free-plan emails just to acknowledge and redirect them somewhere we can offer more support For security/fraud, we have a slightly different process: https://supabase.com/.well-known/security.txt https://supabase.com/.well-known/security.txt This process is to ensure that we _don't_ miss emails, like we did with yours. You post here is helpful for us to figure out the areas that we need to improve. Again, I'm sorry that we didn't give you a good impression the first time - all we can do is iterate based on feedback like yours. If you want to share more my email is in my profile
- DANmode 1y ago
  I believe the biggest issue is that the ONLY lever the email gave the user to pull (the Opt-Out of these emails link) was broken. (FYI: It's working now.) I still don't even know if that does what I think it does (it sounds like marketing list opt-out). / / How is a user, who has been signed up for your services without their knowledge, meant to "opt out" of the trial, or account, after the point of receiving the email, if they never even initiated the account on your end?

kiwicopple 1y ago

hey DANmode - supabase ceo here. similar to the sibling thread I want to make sure I know what happened here: 1. someone created an website using supabase with email logins (and possibly edited the template / opt-out link) 2. someone signed you up to that service - you received an email from that app 3. you sent us an email (to support@supabase.io or similar) to report abuse 4. we emailed a few months later with the generic email you posted First, I'm sorry you had a bad experience. we have been historically very on-top of our support emails, but this year the tickets have grown ~10x while our team can only grow ~2x. We have had to make short-term trade-offs (automations) which are sub-par so that we can catch up with the growth and primarily focus on the paying customers I'm be the first to acknowledge that this is something we want to improve. Unfortunately that will take time and iterations - you are experiencing our support (i hope) at it's worst. We sent an email to the backlog of unanswered free-plan emails just to acknowledge and redirect them somewhere we can offer more support For security/fraud, we have a slightly different process: https://supabase.com/.well-known/security.txt https://supabase.com/.well-known/security.txt This process is to ensure that we _don't_ miss emails, like we did with yours. You post here is helpful for us to figure out the areas that we need to improve. Again, I'm sorry that we didn't give you a good impression the first time - all we can do is iterate based on feedback like yours. If you want to share more my email is in my profile

DANmode 1y ago
I believe the biggest issue is that the ONLY lever the email gave the user to pull (the Opt-Out of these emails link) was broken. (FYI: It's working now.) I still don't even know if that does what I think it does (it sounds like marketing list opt-out). / / How is a user, who has been signed up for your services without their knowledge, meant to "opt out" of the trial, or account, after the point of receiving the email, if they never even initiated the account on your end?