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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

#151

Post by stingraycharles »

ValentineC wrote: post #110
simgt wrote: post #14

I 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.

> 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. Anthropic seems to have adopted the toxic Google mentality of "good enough product, barely any customer support" despite being one of the entities that can crack this.

Yeah this would make a lot of sense to crack, given that customer support must be a huge potential revenue stream for them. Starting by fixing their own support would make sense, given that it’s a relatively limited in scope.

Re: I've been waiting over a month for Anthropic to respond to my billing issue

#152

Post by crimsonnoodle58 »

Same experience. We had a billing bug which put our organization into a loop. Couldn't cancel the subscription, couldn't add one, couldn't delete the users of the organization because of the lack of subscription, and so on. It was easier in the end to rename the organization to 'do not use' and create another one than wait a month for their non existent support.

Re: I've been waiting over a month for Anthropic to respond to my billing issue

#153

Post by nitwit005 »

malfist wrote: post #133
nitwit005 wrote: post #92

Earlier quoted context omitted.

This is, yes you were robbed, but what if you want to partner with the bandit later? They'll just rob you in your future interactions too.

But what if the robber becomes a monopoly and you have to partner with them in the future? Who's gonna save you? Government?

Then you get to enjoy mandatory robbery.

Re: I've been waiting over a month for Anthropic to respond to my billing issue

#154

Post by xvector »

CharlieDigital wrote: post #105
ymolodtsov wrote: post #103

Earlier quoted context omitted.

Agents are very capable. Their implementation matters. I doubt many support agents have access to editing user records, so even if they can accept responsibility they won't be able to make any radical changes to your account to fix those. It's not AI problem per se, it's a product problem.

> I doubt many support agents have access to editing user records Why do you think that's the case?

Just because agents aren't immune to prompt injection doesn't make it so that they aren't fantastically capable

Re: I've been waiting over a month for Anthropic to respond to my billing issue

#158

Post by bachmeier »

alpaca128 wrote: post #137
yadaeno wrote: post #56

Earlier quoted context omitted.

If a business attempts to steal from me I instantly charge back and the onus is on them to prove that I owe them money. I do this all the time and have never been blacklisted.

Some companies like Activision clearly state in their terms that chargeback means you will be permanently banned, no exceptions. You'll lose your account and access to all digital "purchases" forever. They don't need to prove anything to stop doing business with you.

In the US.

And that's only because when Activision makes a digital "sale" they have no legal obligation to follow through and give you what they promised.

Re: I've been waiting over a month for Anthropic to respond to my billing issue

#159

Post by b112 »

philipov wrote: post #102
b112 wrote: post #72

Earlier quoted context omitted.

Unless you're big cheese, too many disputes can get a company cut off. Disputes aren't free to mediate, there's a cost to handle each one. Visa/MC can block a company, happens for lots of reasons.

The more people use chargebacks to get around black hole customer service the better, because it is difficult for companies to blacklist everyone. If they don't want to pay the mediation fee, they should provide customer service in the first place.

There's a misunderstanding here. I'll make it clearer.

The "Unless you're big cheese" is the company you're doing the charge back against.

If a company, such as Anthropic has too many chargebacks? Visa/MC can ban them from their network. It happens to smaller companies all the time, mostly because it costs Visa/MC + the banks involved to deal with each chargeback, and also, it's typically a sign of fraudulent behaviour.

Visa/MC are not a charity, or are payment processors. They need profit. Take it away by creating all this extra work, chargeback work, and they're not making money any more.

The "big cheese" part is, if you're amazon or google, things can be negotiated at that scale. Maybe they pay a larger settlement fee, whatever. And of course Google Play, or Amazon utterly dwarfs Anthropic CC activity at this point, even though they have a large valuation and potential future ahead.

Still, I have no idea what the background metrics and profit points are for Visa/MC, only that I've seen even medium sized companies have issues with too many chargebacks. And, we've all seen Visa/MC decide they don't like gambling, or porn sites and just drop them. Some of those companies were quite large and had a lot of flow for them.

So I don't think many companies will just use chargebacks as a support mechanism. That is, unless they're just completely incompetent.

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