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HERMES.md in commit messages causes requests to route to extra usage billing

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Re: HERMES.md in commit messages causes requests to route to extra usage billing

#281

Post by StableAlkyne »

stickfigure wrote: post #12
ecshafer wrote: post #3

> 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.

The future is going to be arguing with AI chat agents designed to waste your time. It's phone menus, but worse - at least most phone menus can get you to a human if you figure out the right incantation.

This issue would have never gotten a response if it didn't go viral.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#282

Post by Rebelgecko »

pshirshov wrote: post #279
trq_ wrote: post #264

Hey everyone, Thariq from the Claude Code team. We've been on this since the bug surfaced. Everyone affected is getting a full refund and an extra grant of usage credits equal to their monthly subscription as our apology. You can see my original post here: https://x.com/trq212/status/2048495545375990245 . We’re still working on sending emails to everyone affected. Our support flow wasn't set up to route a complex bug…

But why did you say that > 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. What prevents you from issuing compensations?

As a large language model, their support is not allowed to issue compensation

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#283

Post by StableAlkyne »

ricw wrote: post #222
Master_Odin wrote: post #118

Earlier quoted context omitted.

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.

Personally, I don't use GCP because of their history of getting bored with their products and abandoning them.

It's nice, maybe I would use it for a personal project, but I go out of my way to discourage my engineering teams from using it.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#284

Post by smt88 »

ricw wrote: post #222
Master_Odin wrote: post #118

Earlier quoted context omitted.

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.

Google support is abysmal for all of their profitable businesses too, like Ads and YouTube.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#285

Post by gowld »

trq_ wrote: post #264

Hey everyone, Thariq from the Claude Code team. We've been on this since the bug surfaced. Everyone affected is getting a full refund and an extra grant of usage credits equal to their monthly subscription as our apology. You can see my original post here: https://x.com/trq212/status/2048495545375990245 . We’re still working on sending emails to everyone affected. Our support flow wasn't set up to route a complex bug…

[dead]

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#286

Post by prometheuspk »

cryptocod3 wrote: post #89
throwaway449933 wrote: post #48

Anthropic employee here (opinions are my own): the response " [...] However, I need to let you know that we are unable to issue compensation [...]" was, as you imagined, generated by Claude. I don't like it, but can't do much about it.

"opinions are my own" - throwaway449933

Are you willing to jeopardise half a million dollars in base salary ??

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#287

Post by gowld »

whicks wrote: post #278
trq_ wrote: post #264

Hey everyone, Thariq from the Claude Code team. We've been on this since the bug surfaced. Everyone affected is getting a full refund and an extra grant of usage credits equal to their monthly subscription as our apology. You can see my original post here: https://x.com/trq212/status/2048495545375990245 . We’re still working on sending emails to everyone affected. Our support flow wasn't set up to route a complex bug…

Thanks for the follow up here and the transparency. For those of us not on X, what are the best communication channels for us to follow this sort of communication?

[flagged]

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#288

Post by cmpb »

trq_ wrote: post #264

Hey everyone, Thariq from the Claude Code team. We've been on this since the bug surfaced. Everyone affected is getting a full refund and an extra grant of usage credits equal to their monthly subscription as our apology. You can see my original post here: https://x.com/trq212/status/2048495545375990245 . We’re still working on sending emails to everyone affected. Our support flow wasn't set up to route a complex bug…

Could really use a post-mortem to set the story straight. The apparently-hallucinated support response copied-pasted by the submitter showing up in the github issue thread is very misleading without scrutiny

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#289

Post by rurp »

pshirshov wrote: post #279
trq_ wrote: post #264

Hey everyone, Thariq from the Claude Code team. We've been on this since the bug surfaced. Everyone affected is getting a full refund and an extra grant of usage credits equal to their monthly subscription as our apology. You can see my original post here: https://x.com/trq212/status/2048495545375990245 . We’re still working on sending emails to everyone affected. Our support flow wasn't set up to route a complex bug…

But why did you say that > 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. What prevents you from issuing compensations?

That's a very categorical statement from support. I get that Anthropic is going to throw out their usual support rules in this case since it has garnered so much negative attention, but I'm very curious how many other people have been over-billed and refused a refund through no fault of their own.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#290

Post by gowld »

stickfigure wrote: post #12
ecshafer wrote: post #3

> 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.

It's better than the other guys' AI that says "I've sent a refund" because it lacks awareness of its real-world inaction.
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