It seems like it’s just a factor of growth, not an explicit decision. It’s the default outcome.
If the process was good, the tickets would be handled properly but perhaps with delays - that would be a growing pain. They can solve issues but slowly.
Support being clueless and unable to solve problems means thst the process is bad.
It seems very clear that an executive decision has been made to "grow past" that phase and chase up market opportunities at the expense of the people that got them to where they are today. They're quite literally letting their reputation with developers go up in flames to enjoy some cost-savings in their customer support department. And from all signals around here, they believe that having a few "(name) from Stripe here, email me about your problem" comments is sufficiently responsive to put out the PR dumpster fire. It's gotten to the point where it's pissing people off to see that more than it's curing any problem.
I am hopeful that someone at Stripe checks out the multiple negative posts about their company on the HN front page today and finally agrees that there is a deeper problem here that needs to be addressed head-on. If it was my company, I'd be in emergency mode after seeing HN today.