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Tell HN: I Hugely Regret Using Stripe Atlas

news.ycombinator.com

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Re: Tell HN: I Hugely Regret Using Stripe Atlas

#31

Post by awb »

crankylinuxuser wrote: post #23
haisch wrote: post #6

Earlier quoted context omitted.

In defense of OP I don't think his problems with Stripe Atlas are born out of any confusion.

Indeed. The "confusion" bit is pretty condescending. It reminds me of the similar bit of "I'm sorry you're upset." With that, you're not really sorry, and you're fake-apologizing for someone else's actions.

I think it's awesome a company cares enough to respond to dissatisfaction. Sometimes written words can land differently for different people, but I think it's a bit harsh to judge someone's attempt at help because they assumed there's some confusion.

Sure, there are better words to use, but this outreach still puts their customer service at an A-level for me.

Re: Tell HN: I Hugely Regret Using Stripe Atlas

#33

Post by [deleted] »

edwinwee wrote: post #13
osrec wrote: post #11

I think Stripe's API is great, but the support has certainly suffered in comparison to the early days. More automated, unhelpful emails than I'd like. Maybe it's inevitable that support and general helpfulness suffer when you grow as quickly as they have?

Our CSAT metrics have shown support has been improving over the years (particularly since we rolled out 24/7 phone + chat)—but if there’s any case that we’ve felt short on, I’d love to investigate. Can you share some more about those unhelpful emails? If you can forward those to me that’d be useful (edwin@stripe.com).

[deleted]

Re: Tell HN: I Hugely Regret Using Stripe Atlas

#34

Post by joshmn »

edwinwee wrote: post #2

I'm really sorry for all the confusion. I work at Stripe and would like to dig into this more. Could you email me at edwin@stripe.com?

OP: In the past, edwinwee has offered this same sentiment only to later ignore me. I'm not sure if he got busy or if he's just trying to save face.

Previous: https://news.ycombinator.com/item?id=18081918

Re: Tell HN: I Hugely Regret Using Stripe Atlas

#35

Post by joshmn »

awb wrote: post #31
crankylinuxuser wrote: post #23

Earlier quoted context omitted.

Indeed. The "confusion" bit is pretty condescending. It reminds me of the similar bit of "I'm sorry you're upset." With that, you're not really sorry, and you're fake-apologizing for someone else's actions.

I think it's awesome a company cares enough to respond to dissatisfaction. Sometimes written words can land differently for different people, but I think it's a bit harsh to judge someone's attempt at help because they assumed there's some confusion. Sure, there are better words to use, but this outreach still puts their customer service at an A-level for me.

I think it's great marketing. There are tons of people who don't have such public outlets — or are unaware of them — to raise their issues.

Re: Tell HN: I Hugely Regret Using Stripe Atlas

#37

Post by allenleee »

[Foreign founder]

As a foreign founder. I personally went through the Stripe Atlas last month, no regrets at all. The whole process took longer than I expected but it's not their problems (passport name, pic issues...), and I have to say they have pretty solid customer service. Every time I have any issues, they replied my email within 12 hours.

Re: Tell HN: I Hugely Regret Using Stripe Atlas

#39

Post by markonen »

1) It makes perfect sense that a new account is created and that transactions pre-incorporation are not automatically imported. Your new company is required to have accurate books; you can't pretend that transactions executed before the company existed (ie. by you personally?) were actually executed by the company you've later incorporated.

2) SVB seems to be nobody's favorite bank, but it's quite clear to me that they have been chosen for their willingness to bank for every Atlas customer—including companies founded and operated by non-U.S. persons—without requiring an in-person visit. If this is not a problem for you then consider yourself lucky for having other choices.

3) Your third problem sounds like you've identified a better bank, but they have not accepted you as a client. How is that an issue with Stripe Atlas? They have simply identified and worked with a bank who was willing accept you.

Re: Tell HN: I Hugely Regret Using Stripe Atlas

#40

Post by xyzzy_plugh »

joshmn wrote: post #34
edwinwee wrote: post #2

I'm really sorry for all the confusion. I work at Stripe and would like to dig into this more. Could you email me at edwin@stripe.com?

OP: In the past, edwinwee has offered this same sentiment only to later ignore me. I'm not sure if he got busy or if he's just trying to save face. Previous: https://news.ycombinator.com/item?id=18081918

I'm curious what you might've asked that led them not respond. Your profile says "Rubyist and fraud expert" so I'm guessing you might've asked a fraud-related question that, perhaps, they are legally/morally/somehow restrained from contacting you further?

Are you a customer of theirs?

If it was a Ruby question, on the other hand...

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