I once had a client who was a hosting company here in town.
Customer Service was their #1 priority, I watched the owner straight up fire people over it.
Companies _can_ be better, but the thing to understand is that for many (most?) companies are a vehicle for money, nothing more. There is no pride in a job well done, or doing right by their customers. This may seem like a cynical take but keep in mind, the wording I used there (vehicle) is not my wording.
That company I was talking about earlier was ran by a single man who took pride in what he did. I watched him fire a payroll company after the 2nd time they were late on payroll. The first time he sent out an email and told everyone he would personally give any employee money that needed it to make it through when their paychecks actually did come in.
IOW, he was a good guy who had 100% control over the company and chose to run it in as ethical a manner as he could (this has nothing to do with religion). Having said that ... dude was cheap as well, but the one area he never scrimped on was customer service.
Stripe is a vehicle for making money, it's a numbers game to maximize money.
Posting on HN is a technique to potentially cost Stripe more money, and as a result, they're more likely to respond. In addition, many people who actually DO care within stripe are insulated from customers, whereas on HN they're not.
The two confounding factors create a situation where you're literally more likely to get good customer service complaining about it on the internet than going through officially sanctioned customer service channels.
Customer Service was their #1 priority, I watched the owner straight up fire people over it.
Companies _can_ be better, but the thing to understand is that for many (most?) companies are a vehicle for money, nothing more. There is no pride in a job well done, or doing right by their customers. This may seem like a cynical take but keep in mind, the wording I used there (vehicle) is not my wording.
That company I was talking about earlier was ran by a single man who took pride in what he did. I watched him fire a payroll company after the 2nd time they were late on payroll. The first time he sent out an email and told everyone he would personally give any employee money that needed it to make it through when their paychecks actually did come in.
IOW, he was a good guy who had 100% control over the company and chose to run it in as ethical a manner as he could (this has nothing to do with religion). Having said that ... dude was cheap as well, but the one area he never scrimped on was customer service.
Stripe is a vehicle for making money, it's a numbers game to maximize money.
Posting on HN is a technique to potentially cost Stripe more money, and as a result, they're more likely to respond. In addition, many people who actually DO care within stripe are insulated from customers, whereas on HN they're not.
The two confounding factors create a situation where you're literally more likely to get good customer service complaining about it on the internet than going through officially sanctioned customer service channels.