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Re: undefined

#51

Post by LanceH »

axeny wrote: post #49
Skeletor wrote: post #22

This is Michael, CEO of drchrono. It's definitely a rude awakening to wake up to see a post on top of Hacker News from an angry customer. I've reached out to Dr. Dal to have a phone call today to see how we can resolve his issues. Me and my staff have attempted to have a phone call with him for the past several weeks to address his issues. Rather than try to dig into the issues he brought up publicly, we'll do our be…

This is how the first thread should have been resolved. Great answer and I really hope both sides benefit from the following conversations.

Which is also a reason the thread should have been killed. If posting here works for customer service, this turns into a different kind of forum.

Re: undefined

#52

Post by toomuchtodo »

tptacek wrote: post #32

He explained why on that post, but if you're wondering when this page falls off the top of the front page, keep in mind the possibility that it was flagged off by users like me. This thread is pure, distilled drama.

You're welcome to your opinion. There's a reason this thread is currently the 2nd thread on the HN front page.

EDIT: Props to xenophanes for calling me out on my laziness. I've described more in depth the reasons for the attention called to this debacle: https://news.ycombinator.com/item?id=7178857

Re: undefined

#53

Post by magikarp »

chrisacky wrote: post #2

PG already responded in the post. (He got downvoted heavily so his post is muted): As we say in the guidelines, http://ycombinator.com/newsguidelines.html HN is a news site, not a forum for people with issues with companies we've funded (even when concealed as Ask HNs). So I'm killing this. If you have an issue with Dr Chrono, please contact them directly. If you ask me, there wasn't anything wrong with the question.…

What PG is saying is that HN can be used to criticize anyone except companies backed by YC. That's unacceptable.

Re: undefined

#54

Post by captainmuon »

kohanz wrote: post #4

It doesn't seem fair. If the OP (drdal) had created a blog post instead, would that have made a difference?!

Yeah, this is what makes it kinda silly. If he can post it via a proxy blog post, he should be able to post it directly. If someone else blogs about the closure of the thread, and posting that is allowed, then the original complaint should be allowed. *

I'm a firm believer in "if it is allowed while jumping through hoops, either allow it altogether, or ban it altogether".

(* Same thing about choosing descriptive titles for posts btw.. If posting a proxy blog post with a comment is ok, then posting directly should be ok, too)

Re: undefined

#55

Post by joshdotsmith »

LanceH wrote: post #51
axeny wrote: post #49

Earlier quoted context omitted.

This is how the first thread should have been resolved. Great answer and I really hope both sides benefit from the following conversations.

Which is also a reason the thread should have been killed. If posting here works for customer service, this turns into a different kind of forum.

If "customer service" needs to be elevated to this level, something is severely wrong.

Re: undefined

#56

Post by mschuster91 »

gamblor956 wrote: post #50
austenallred wrote: post #21

Earlier quoted context omitted.

This is one of those weird instances when I think the poster was right to post, and I think PG was right to kill it. The poster was looking to have a conversation about what he should do, but PG saw the inevitable flame war coming (and even beginning in the post itself). I don't think any of us would pretend that thread would end up as constructive, so PG gave the definitive answer: Talk to them.

The unfortunate reality of many YC companies is that talking to them doesn't solve the issue until it becomes a PR crisis. At that point, the company usually falls all over itself to handle the customer's needs and loudly proclaims that it really wasn't their fault that a customer's complaints somehow went un-addressed for months despite multiple appeals by the customer to multiple employees and executives. That's so…

A lack of customer support is typical these days. The problem is that outsourcing to India doesn't work out and US work is too expensive.

Re: undefined

#57

Post by stakecounter »

This is really similar to a thread that made the top of HN a couple months ago about the guy who was having problems with CoinBase (and couldn't get any support) which was never deleted [1]. It was successful in causing enough of a riot to get the CEO involved [2]. When dealing with lots of money and useless customer support, it's understandable that someone may feel desperate enough to try and raise a storm on HN when there's literally no other avenue to getting somebody to look into the issue. Whether or not this should be happening on HN, I think its important to have SOME place where people can voice their issues so that these startups don't continue to think they can get away with selling incomplete products with little to no support when anything goes wrong.

[1]: https://news.ycombinator.com/item?id=6929705 [2]: https://news.ycombinator.com/item?id=6930109

Re: undefined

#58

Post by codegeek »

grannyg00se wrote: post #42

I don't remember seeing such an individual complaint laid out against any one company. The post was a personal gripe. I'd hate to see the front page of HN turn into a YC complaint board.

There actually was a thread complaning about coinbase that got like 600+ votes and a huge discussion. https://news.ycombinator.com/item?id=6929705

Re: undefined

#59

Post by joezydeco »

kohanz wrote: post #4

It doesn't seem fair. If the OP (drdal) had created a blog post instead, would that have made a difference?!

As we all learned with the Coinbase issues last year, yes this would have made a difference. It's better to link to a blog post and bring the thread here after.
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