[qot]

Going forward, what changes will you make so that people don't have to make Hackernews posts to get support?

[xxdesmus]

To be clear -- the website owner can always reply to the email they receive from our Trust & Safety team. That goes directly to our team. This individual could also do that if they had further questions for the team.

Hackernews isn't a necessary route, and quite frankly no changes need to be made to existing policies. The individual could directly reach out team via a reply to the email they received. It seems in this case the person just didn't like the reply they received. That's quite different.

[jjeaff]

So if they didn't like the reply they received, why have they now been reinstated after posting publicly on hn?

Sounds like if nothing is wrong with the policy, then the company is applying the policy inconsistently.

[apple4ever]

Exactly.

Too often these email replies are automated and nobody looks at them. Even more so they briefly look and just say sorry still banned.

Only when it's raised publicly does somebody ACTUALLY look.