The worst example of vendor lock I have seen since WebSphere
I've been waiting over a month for Anthropic to respond to my billing issue
211–220 of 222 posts
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#212In all seriousness, shouldn't Anthropic be heavily dogfooding this sort of use case? I'm also not a huge fan of Amazon's support system, but they at least seem to be using their AI tools a lot for support responses (which has its own issues, but credit where its due). Every conference talk on this stuff seems to suggest that we're all way behind the curve on AI implementation, but I suspect its mostly smoke and mirro…
The truth is that it has nothing to do with AI. Many tech companies learned from Google that the most cost-optimized thing to do is provide zero recourse to customers. Companies that operate this way figure their customers are either so entrenched they’ll never leave or that it’s cheaper to get a new customer than expend a human’s time fixing a customer’s issue. I hope OP either files a chargeback with their card or…
You might be right, but that's an awfully risky bet for such a new company in a tight race with their competitors. I'm sure a modestly staffed support team could get to these requests, especially if they put some AI resources into helping.
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#213Earlier quoted context omitted.
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.
I live in the EU and have read this in the terms for my region.
> they have no legal obligation to follow through and give you what they promised
Yes, they do. Contracts are contracts. They just don't promise you ownership of anything but a revocable license. Like every platform offering DRM protected content.
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#214I 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.
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Re: I've been waiting over a month for Anthropic to respond to my billing issue
#215Earlier quoted context omitted.
Do you have extra usage enabled? Where are you finding this info?
I just checked my setting. I have it enabled (was 100% sure I had it off) but the limit to USD 0. So they're clearly playing some tricks here when they give you rebates - it turns on the overusage again.
That's why I'm getting charged extra! Thank you for the tip.
Re: 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
#217Earlier quoted context omitted.
> I have to pay another $35 to Stripe for the privilege of having a forgetful customer who couldn't even be bothered to email me for a refund. I've seen some businesses send a pre-billing email telling customers that they'll be charged on a certain date, so that customers have time to cancel if they want. Cloudflare does that for domain renewals, sending out emails 30 and 60 days before. Of course, there are also som…
Mine is a one-off payment :( They just forget they paid for it, plus the company name isn't the same as the app name, so they just go "welp, someone must be stealing from me!" and request a chargeback.
Can't you put the name of the app in the booking text?
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#218Earlier quoted context omitted.
Mine is a one-off payment :( They just forget they paid for it, plus the company name isn't the same as the app name, so they just go "welp, someone must be stealing from me!" and request a chargeback.
Can't you put the name of the app in the booking text?
Hmm is there a field for that? I must have missed it while implementing, I'll look, thanks!
It does have the description of what you're buying ("Dead Man's Switch subscription") but I don't know if that gets to the bank statement.
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#219Earlier 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?
The same reason why L1 support is generally useless (they also can't do pretty much anything other than escalate).
AI simply replaces L1 support: it's better at answering basic knowledge info and doing a RAG over the Q&A (plus cheaper and faster).
Re: I've been waiting over a month for Anthropic to respond to my billing issue
#220Earlier quoted context omitted.
Can't you put the name of the app in the booking text?
Hmm is there a field for that? I must have missed it while implementing, I'll look, thanks! It does have the description of what you're buying ("Dead Man's Switch subscription") but I don't know if that gets to the bank statement.
I'm not familiar with your e-commerce software, but generally payment transactions have a description field that makes it onto bank statement.