[Farow]

Ah, the classic. In order for your issue to be resolved you have to make the news. Really sad how this applies to many/most online services.

[rubatuga]

I guess Kafka forgot to acknowledge the power of complaining on Hacker News.

[throwaway82931]

Google is Kafka at scale. All of the other characters in The Trial besides Josef K have been optimized away and replaced with silicon.

The key insight that made it possible? That responding to front-paged Hacker News complaints doesn't have to scale. This allows them to shaft users in the vast majority of cases which never become high profile.