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dsr_ parent
Let's not pick on Stripe, and let's not pick on HN.

Let's ask the general question: why do large Internet/tech/software companies tend to have lousy support?

The answer is that, somehow, good support is not a factor in the viability of these companies.

gamblor956
Apple and Microsoft have amazing customer support.

It's just a specific breed of tech companies that have poor customer support. Many of them can trace their lineage to a single VC firm that embraces regulatory arbitrage and penny-pinching on the customer support functions...

techdragon
Apple has terrible software support…

poor developer documentation, the majority of their operating systems and programs have no comprehensive manual to even RTFM with, their operating systems and software frequently obscure any information necessary to even begin debugging issues or sometimes even work out that an issue is even happening (I’m looking at you shitty infinitely moving progress bars telling me how far away my last operation is) … they have good hardware support, not good software support.

gamblor956
I agree, but developers aren't Apple's customers. They are Apple's business partners, and Apple has a long history of screwing over their business partners.
etaioinshrdlu
Which firm are you thinking about?
gamblor956
We're posting on their forums.
sem000
Because that’s how they stay “lean” and steal market share from larger companies by offering lower pricing. It’s all fine and dandy until you need real customer support. That’s why companies like Microsoft, Oracle, etc will never go away. Real enterprise customers need real enterprise support.
joshxyz
to be fair it's a tough problem, human errors happen, huge sums of money is involved, laws and regulations are involved, and and bad actors are almost on every few tickets like it's minesweeper.

hell amazon cant even do shit about fake reviews. these client-facing problems are really hard to deal with and cant be solved by just throwing more humans and more money towards it.

CodesInChaos
For free/cheap accounts that makes a lot of sense. But high value accounts getting locked without recourse feels like something that should be preventable by throwing more humans and money at it.

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