[throwaway92394]

I'm not defending github specifically, I have no experience with the customer service and have no reason to beleive they are or aren't garbage. I'll assume they are garbage.

To be fair, what do you expect the first representative to do/say? They responded in 3 hours, and it's unlikely they can do much beyond escalate this issue internally. We can't expect them to say "We're going to do sweeping changes" at this point.

Github in the past has done sweeping changes for things such as youtube-dl. They created a large blog post about it, including having both programmers and laywers review every DMCA request, and allowing the most minimal amount of changes to comply, etc. That type of response takes time and coordination.

Even cloudflare with their CEO/CTO can't offer sweeping changes in a HN comment. There's layers to this. You can only really expect damage control from a HN comment.

[eslaught]

They could have posted from a non-throwaway (or at least non-anonymous) account and identified a clear point of contact. As it is with such vague instructions, it would be far too easy for the issue to get lost in the Rube Goldberg machine of their support infrastructure again.

Disclosure: I have no specific experience with GitHub support, but I have experience with other support organizations and "send us a new ticket" can easily result in a repeat of the original bad experience. I'm not saying this would necessarily happen to the OP, but we also don't have any assurance at this point that it wouldn't happen.