[shawnz]

Letting customers slip through the cracks of the traditional support channels is a bad indicator obviously, but what's the problem with keeping an eye on social media channels in addition to the traditional channels? Why is that not a "serious way to run a business"?

[onion2k]

Why is that not a "serious way to run a business"?

Rather than trying to solve the problem of "customers having serious problems", listening to HN and replying here says "we only really care about people being critical of our product in public; we don't actually care about the underlying issue people are criticising us about." It's not real support if Joe Random can't access it without knowing the secret formula.

Support-by-HN-replies is theatre, even if it works sometimes.

I'm not really suggesting Stripe are guilty of this. Stripe support has actually been fine for me in the past.

[dylan604]

Because it's too easy to be bad at that as well. Just look at the thread where "Edwin" (I use quotes because it may or may not actually be Edwin) says "sorry, hit me up" and then the repsonse is "bitch, we did but you never replied back" (emphasis mine, but it was there if you read between the lines).

Now, "Edwin" looks even more pathetic and bot like