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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

#291

Post by resonious »

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…

Is it complex? I was somewhat taken aback by how simple it was. Still very confused as to how it could happen.

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

#292

Post by user34283 »

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.

It helps if you have a monopoly on app distribution for half of all phones, or video streaming.

Then you can afford zero support and still take 15-30%.

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

#293

Post by Lerc »

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?

Perhaps this is a matter of who is being referred to by 'we'.

Obviously someone can do it because it got done.

If the 'we' is referring to some team handling issues it would make more sense. In that case they should have said something along the lines of "I have informed someone who can help"

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

#294

Post by badc0ffee »

Muhammad523 wrote: post #220
timacles wrote: post #209

Earlier quoted context omitted.

America

America is a continent. Maybe you were referring to the US

In the English language, "America" refers to a country. It is synonymous with "The United States of America". I say this as someone who lives in the same continent as that country, but not in the country itself.

Maybe you're thinking of "North America", "South America", or "the Americas".

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

#295

Post by bashtoni »

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…

You also seem to have a bug where people get randomly invoiced: https://news.ycombinator.com/item?id=47693679

I got a random invoice for $45.08 back in March, despite not having auto top up enabled. Trying to reach support met with a brick wall. Based on the post I linked to, I'm not the only one facing this problem.

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

#296

Post by sroussey »

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…

Have a look at https://github.com/anthropics/claude-code/issues/54497

I can’t use Claude Code online at all

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

#297

Post by nullorempty »

To be frank this kind of rep is what keeps me from getting a personal sub for Claude. I don't have an extra $200 to pay for someone else's bugs.

Anthropic will need to make sure that i am never charged beyond my subscription fees before I consider a sub.

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

#298

Post by angoragoats »

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…

[flagged]

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

#299

Post by Henchman21 »

root_axis wrote: post #223
mikehearn wrote: post #2

"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.

If they've let their AI write the policy, and then they repeat that as policy, how exactly is this an "LLM hallucination" and not a real policy?

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

#300

Post by Animats »

hvb2 wrote: post #81
ep103 wrote: post #47

Earlier quoted context omitted.

Not legally enforceable, but absolutely something that it would say in order to dissuade you from going to small claims court

Just saying, small claims court is a farce. You can win, and then the losing side just ignores the verdict. Then you can go back and figure out how to get your money, depending on the business this might be really hard. And this isn't a hypothetical. I have had this and never seen any of the money from the judgement....

If the business has a physical presence somewhere, it's not hard. In California, you can get an order to the Sheriff for a "till tap" or an "8 hour keeper". A till tap means a sheriff's deputy or two show up and take the money out of the cash register. A "keeper" means they stand next to the cashier all day and take in money as customers pay. There are fees for this, a few hundred dollars, and they're added to the judgement, so the creditor doesn't end up paying.

The keeper can accept cash and checks, but not credit or debit cards.[1] So, while the keeper is present, the business cannot accept card payments. This disrupts most businesses so badly that they desperately scramble to come up with cash to pay their debt.[2] It gets the message across to management very effectively.

I've done this once. I got paid in full.

[1] https://sfsheriff.com/services/civil-processes/levies/carry-...

[2] https://www.grundonlaw.com/the-power-of-till-taps-debt-colle...

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