Their response time is usually around a month IME, yes.
I've been waiting over a month for Anthropic to respond to my billing issue
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Re: I've been waiting over a month for Anthropic to respond to my billing issue
#12Thinking it might be time to push for some laws to mandate companies have better systems to handle and address concerns that impact customers businesses and livelihoods.
This inability to reach and/or get things resolved through customer support channels seems endemic, and probably generally part of the enshittification trend as a whole.
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#13Their response time is usually around a month IME, yes.
Ah, I wouldn't have written this blog post if I had known that that was the usual turnaround time. There should really be more transparency on when one should expect to hear back rather than the generic response of "a member of our team will be with you as soon as we can."
edit: albeit another commenter claims they have been waiting for 2 months...
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#14I had the displeasure of interacting with that support agent earlier today and was very surprised. It's just as good as the one my ISP has.
We're meant to trust Anthropic enough to replace all of our engineers by their model for writing our software but somehow they don't trust it enough to let it handle simple customer support decisions. But shhhh, it's voluntarily nerfed just slightly bellow ASI for our safety.
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#15Anthropic doesn't allow you to hide or unshare Projects which were shared by team members who are no longer on the team. Contacted them about this two months ago, have yet to hear from any human.
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#16Anthropic doesn't allow you to hide or unshare Projects which were shared by team members who are no longer on the team. Contacted them about this two months ago, have yet to hear from any human.
Sorry to hear that. Yeah, it seems like this is a shared experience among many Claude users. Hoping that this post will draw more attention to the issue so that Anthropic will address it.
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#17Large corporations have been downsizing on QA and CS roles since before the LLM era. For many of those companies the lack of proper QA leads to more problems for users which compounds the lack of available CS staff. It's called either enshittification or maximizing shareholder value, can't remember which.
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#18I didnt know that they have any useful support at all! :-D I sent them some feedbacks one some issues, actually good ideas, and I didnt get any response so far.
I wouldn't hold your breath. It seems like the only way to get an actual human response is by complaining on Twitter/X and hoping that Boris Cherny responds. https://x.com/bcherny
I even wrote it not only per email but also in the "in-chat feedback" system (you can add a text to a response)
Also on LinkedIn they are siltent - I reached out to one of their sales reps, no response.
Maybe in the end we will have "Google-class" support?
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#19This is the risk of being a consumer in the AI world - companies are running extremely lean on real humans and are deferring support to AI chatbots with no real reasoning abilities... Also an issue with scale - for example, Google having similar issues of not handling small, isolated cases. Hope you get your money back!
Thanks, I hope so too!
If it's a money issue then file a charge back with your credit card. That generally gets someone's attention.
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#20[dead]