[kareemm]

Been a user of Stripe's since when it was called /dev/payments. I've also had two terrible experiences with Stripe's developer support (and my co-founder has has one of his own).

I tweeted about it and @mentioned Patrick Collison back in May[1]. I was bloody impressed that he replied[2]. I shared my experience w/ him over email. Didn't hear back (didn't expect to) and not sure anything got fixed.

At least they're listening. Stripe was great because it was no-nonsense and heavily focused on a great developer experience. That focus sadly seems like it's in decline.

1- https://twitter.com/kareem/status/1243540147775451136

2- https://dl.dropboxusercontent.com/s%2Fjvjl1m808lx8a8t%2FPatr...

[pc]

Hey, we did reply! (We investigated the issue, ensured your problem got fixed, and started some systemic work to solve the broader category of issues here.)

I bring this up just to make clear that we do care a lot about every single problem like this.

[kareemm]

Apologies - after revisiting the email thread you did indeed reply saying you’d take a look. My bad!

Meant to say that I didn’t get an update on fixes (nor did I expect / need one). Great to hear you’re addressing some of the systemic issues though. Makes me feel good that using Stripe will get back to being a joy to use.

And btw I know you care. The fact that you’re here anytime there’s a Stripe thread and that we engaged on Twitter shows that. The hard part seems to be ensuring others in your org care the way you do as you scale. Happy to see that still is the case at Stripe.

[simonebrunozzi]

Every CEO out there should learn from this - the Twitter interaction, your email follow up, and your response here.

Might not be the most efficient way, but what the heck - you are showing how a CEO is able to deeply care about the company's product and its customers.