https://x.com/trq212/status/2048495545375990245 He is getting a refund along with an additional $200 credit from what I can see.
Going to the media always helps. Always.
HERMES.md in commit messages causes requests to route to extra usage billing
221–230 of 568 posts
Re: HERMES.md in commit messages causes requests to route to extra usage billing
#222Earlier quoted context omitted.
Anthropic doesn't even use their own harnesses for their support chatbots (they're using fin.ai) - that's how little support matters to them. Seems like either you get attention on HN, know someone working there, or are at a large enough company to have an enterprise contact - otherwise, no reply.
They saw how Google providing absolutely terrible customer service for a very long time has done nothing to hurt their bottom line and decided to copy.
Unsure how true that is. Google cloud is tiny compared to aws for a reason.
It matters. People will switch if you piss them off.
Re: HERMES.md in commit messages causes requests to route to extra usage billing
#223"I need to let you know that we are unable to issue compensation for degraded service or technical errors that result in incorrect billing routing." Not sure I've ever seen a company openly take this position. This is a crazy policy.
More likely its just an LLM hallucination, not a real policy that Anthropic has. Unfortunately for them, it's a bad look to showcase one of the main failure modes of their product in their own business process.
Re: HERMES.md in commit messages causes requests to route to extra usage billing
#224Re: HERMES.md in commit messages causes requests to route to extra usage billing
#225Earlier quoted context omitted.
There's a fundamental power imbalance: if you do this to any service, they will likely ban your account. So the monetary reward has to be enough to merit moving all your data and workflows off them in advance and never using them again.
They won’t ban you for going to small claims court?
You can always ask the judge to add include in the judgement an order that Steam not retaliate by banning or limiting your account.
Re: HERMES.md in commit messages causes requests to route to extra usage billing
#226Earlier quoted context omitted.
As someone who uses AI heavily in customer support, I am confident that response was not AI. That's a series of macros or a hastily edited macro from a human working a queue without thinking.
Or an AI using macros, which is the only safe way for a customer service chatbot.
I’m confident a decently configured AI would produce a better answer. This reads like a BPO.
Re: HERMES.md in commit messages causes requests to route to extra usage billing
#227"We're already losing literal fuck-tons of money by the minute, so we can't afford to refund you for our mistake."
Re: HERMES.md in commit messages causes requests to route to extra usage billing
#228> However, I need to let you know that we are unable to issue compensation for degraded service or *technical errors* that result in incorrect billing routing. This is very surprising. I've never seen a legitimate business not give refunds for technical errors of their own fault. Minimum Anthropic should credit the full amount to them.
The official response feels AI generated. I suspect this is a preview of our future. "You're totally right! I'm sorry but you're going to have to piss off anyway. Would you like to spend a few more hours discussing it with our AI chatbot? It won't help. But if it makes you feel better, it will probably cost us an extra $0.12 in tokens." I'll bet the first human at Anthropic learns about this from HN.
"Carl's Jr. has determined you are an unfit mother."
"Your children will be taken into the custody of Carl's Jr."
"Carl's Jr.....F#ck You, I'm Eating"
Re: HERMES.md in commit messages causes requests to route to extra usage billing
#229Earlier quoted context omitted.
If anyone with principles quit the moment a company did something bad, you'd be left with only people who are cynical and/or bad and/or sufficiently indentured to be unable to push back against management, and there would be no hope of the company ever improving. Sure, everyone probably has their own personal line such as "will quit if my employer is declared complicit in genocide by the UN", but bad customer service…
> there would be no hope of the company ever improving. if they can't do anything about it now, what makes you think that situation will change in the future? if remedial action would be punished by those higher on the ladder, it certainly won't be promoted by those folks, leaving this hypothetical employee in exactly the same position they're currently in. quit.
So far we have an Anthropic bug and what seems like an AI-generated "no refund" response that is hours old, not days or weeks. We have no official corporate comms backing this up, we have no real insight into any internal escalation. If your reaction is to quit before you even have any context on what's happening, your employer would probably be better off if you did quit.
Re: HERMES.md in commit messages causes requests to route to extra usage billing
#230> Thanks for the report! This was an overactive anti-abuse system. Fixed.
Ah yes, cause who bothers to test any releases to actual paying customers