231–240 of 329 posts
Stripe CEO here. I just wanted to let everyone know that I'm taking a look at what happened here. OP (disappointeddev), if you could drop me an email, that'd be great: patrick@stripe.com.
Just like when you told me to email you and then never responded. What a joke.
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Patrick, since you are here - The service your provide is excellent, I adore the way Stripe does things in general, but your tech support absolutely positively blows . We've been using Stripe for year and a half now and we had to contact support several times (6-7 ?). Every single time I would hear NOTHING back for few days, then I will log onto your IRC channel and start, basically, bitching. Lo and behold, not a mi…
I am reminded of customer support lines in general, which somehow always seem to be experiencing unusually high call volumes...
That's because the times you call, by the laws of probability, are exactly the times when it is most likely to be busy. The same principle leads patients to estimate the business of a doctor's waiting room higher than the doctor or staff would.
There's a name for this type of phenomenon in the abstract, but it eludes me.
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For what it is worth, just my two-cents, but I think even having a customer-facing ticketing system (doesn't necessarily have to be public facing) would help quell some of the unrest. At least for myself, I don't mind a delay in support, but when a request is sent in and it seems to disappear into a black hole it can be frustrating. If there was a way to incorporate support into the dashboard so that users could open…
This is a really good point. Having something where you can see that what you asked is at least in the system, and Nth in queue, helps a lot when dealing with the opacity of tech support.
I use the MinFraud service from MaxMind to try to avoid unauthorized transactions. Using Braintree, I first do an Authorization, if that goes through, I send details to MinFraud. If that passes a threshold, then I submit the payment for settlement. If not, I void the transaction. This process has helped to avoid all kinds of scammers using my website to try to validate stolen credit card details.
Earlier quoted context omitted.
Patrick, since you are here - The service your provide is excellent, I adore the way Stripe does things in general, but your tech support absolutely positively blows . We've been using Stripe for year and a half now and we had to contact support several times (6-7 ?). Every single time I would hear NOTHING back for few days, then I will log onto your IRC channel and start, basically, bitching. Lo and behold, not a mi…
I am reminded of customer support lines in general, which somehow always seem to be experiencing unusually high call volumes...
Terrible CX is endemic in business. I don't understand why Stripe can't set the bar higher. They clearly have money to throw at this problem.
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I am reminded of customer support lines in general, which somehow always seem to be experiencing unusually high call volumes...
>which somehow always seem to be experiencing unusually high call volumes... That's because the times you call, by the laws of probability, are exactly the times when it is most likely to be busy. The same principle leads patients to estimate the business of a doctor's waiting room higher than the doctor or staff would. There's a name for this type of phenomenon in the abstract, but it eludes me.
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off topic but can you link me the business/company you are involved in?
It was a SaaS subscription with mostly companies as customers. We didn't brake any ToS, Stripe refered to a high chargeback rate (1-2%) and that was it. Something about SaaS being high risk and getting close to 2% chargeback could loose Stripe their contracts with MC/VISA. In reality no fucking risk as we had a 100% refund policy, no questions asked, no time limit.
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Hm, I never received anything! Can you send it again? (Two of us from Stripe, myself included, have already been in contact with disappointeddev.)
Not sure if this is the case for you all or not, but several years ago I was consulting for a company who was having serious support issues similar to this where random customers swore they were sending support requests via email, yet the company wasn't receiving them. Because it was working properly for some and not others we didn't think it was an issue on the company side of things. In the end though it was overly…
I use the MinFraud service from MaxMind to try to avoid unauthorized transactions. Using Braintree, I first do an Authorization, if that goes through, I send details to MinFraud. If that passes a threshold, then I submit the payment for settlement. If not, I void the transaction. This process has helped to avoid all kinds of scammers using my website to try to validate stolen credit card details.