I hope this gets addressed. It would really suck if Stripe becomes nothing more than Paypal with a better API.
[deleted]
Tell HN: Stripe brought my business to a dead stop
21–30 of 85 posts
Re: Tell HN: Stripe brought my business to a dead stop
#22I work at Stripe. Could you forward that email to me at edwin@stripe.com and I can investigate what happened? I'm really sorry for the trouble.
This should not be the outcome. It should not be necessary for someone to come to an online forum and complain to get the customer support issue resolved. Stripe customer support organisation should actually resolve customer issues. Tech companies go on and on and on and ON about "culture", but one thing I can tell you truly needs to be built into culture is customer support. For example, everyone knows Google's cult…
I've called Amazon around AWS issues and I have to disagree with you. They even seem to step outside of support boundaries when troubleshooting things (which they shouldn't do). I pay for the lowest level of service I think - $100/month. Light user.
We also only are getting one side of story.
Not to knock on a gym - but I'd be interested in the membership plan rules - some of fitness memberships should be flat out illegal - auto renewal for a year, can't cancel to early, but have to cancel before end of membership (short cancellation windows) and big rigmarole.
Re: Tell HN: Stripe brought my business to a dead stop
#23[deleted]
Re: Tell HN: Stripe brought my business to a dead stop
#24Actual life hack:
Don't email support.
Email legal.
Re: Tell HN: Stripe brought my business to a dead stop
#25I work at Stripe. Could you forward that email to me at edwin@stripe.com and I can investigate what happened? I'm really sorry for the trouble.
This should not be the outcome. It should not be necessary for someone to come to an online forum and complain to get the customer support issue resolved. Stripe customer support organisation should actually resolve customer issues. Tech companies go on and on and on and ON about "culture", but one thing I can tell you truly needs to be built into culture is customer support. For example, everyone knows Google's cult…
no, customer support is anathema towards the sort of insanely scaled platform monopolizing type of stuff that these firms chase.
you don't get to be the winner in a winner take all ecosystem being dragged down by individual requests. you do your best to reduce them to acceptable orders of magnitude, and those that do hit the mines get blown up.
that's the takeaways from all large scale/VC funded platforms. they just don't care, because it's not incentivized. when you have 1 million customers, 1000 casualties are a statistic. when you have 10, it's a different story.
Re: Tell HN: Stripe brought my business to a dead stop
#26Earlier quoted context omitted.
This should not be the outcome. It should not be necessary for someone to come to an online forum and complain to get the customer support issue resolved. Stripe customer support organisation should actually resolve customer issues. Tech companies go on and on and on and ON about "culture", but one thing I can tell you truly needs to be built into culture is customer support. For example, everyone knows Google's cult…
The original post doesn't say that they even contacted customer service. We know that they got an email, poked around their dashboard, got some errors, and posted here. We do not know what else was done. Your point may be valid, if customer service dropped the ball. But we don't know that just from the info posted here so far.
> & support doesn't respond to my numerous messages.
Re: Tell HN: Stripe brought my business to a dead stop
#27Earlier quoted context omitted.
This should not be the outcome. It should not be necessary for someone to come to an online forum and complain to get the customer support issue resolved. Stripe customer support organisation should actually resolve customer issues. Tech companies go on and on and on and ON about "culture", but one thing I can tell you truly needs to be built into culture is customer support. For example, everyone knows Google's cult…
The original post doesn't say that they even contacted customer service. We know that they got an email, poked around their dashboard, got some errors, and posted here. We do not know what else was done. Your point may be valid, if customer service dropped the ball. But we don't know that just from the info posted here so far.
From the post: "[S]upport doesn't respond to my numerous messages". I would say that pretty clearly indicates that OP did in fact contact customer service at Stripe.
Re: Tell HN: Stripe brought my business to a dead stop
#28Earlier quoted context omitted.
Talk this with a grain of salt: (not just for this case or company) Employees offering help after a case reached the first page of HN is worth nothing.
From what I can tell, it was the first response . Stripe employees also actively chime in on HN threads both positive and negative.
It doesn't matter if it was the first or last response. A person shouldn't have to post on HN to get proper support. Actually good support would have resulted in this post not needing to be made.
Re: Tell HN: Stripe brought my business to a dead stop
#29Actual life hack: Don't email support. Email legal.
I have heard that is some cases it is worse...they assume you'll sue them so they'll avoid you
Re: Tell HN: Stripe brought my business to a dead stop
#30I have heard the same about Paypal. They shut you down without an attempt to clarify or any kind of explanation. I think that's a warning about a lot of tech-driven companies. They are great for most people but when something goes wrong you are SOL because they have saved money by having insufficient customer service.