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by llambda 1169 days ago
Actually I reached out to you asking for a comment which I could add to the article, not for your technical support.

I was surprised and I have to admit a bit dismayed to watch you throw yourself into the fray on a Sunday. The technical issues, which in fact persist, are at this point an aside to the way Vercel has handled this issue.
2 comments
leerob 1169 days ago
You can reference this comment for the article if you'd like. I'm always more than happy to help out folks. Based on all of the information you've provided, everything is working as expected. As I mentioned above, I'm happy to continue investigating if there is a new repro showing unexpected behavior. Thanks Max
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theobr 1169 days ago
It’s pretty clear these issues were beyond what traditional support was capable of. If you had reached out to someone like Lee earlier it’s likely your experience would have been much better

Vercel’s definitely in a weird place, trying to be the home for innovation while also offering more traditional support. While the support experience you had was less than ideal, you’re also failing to recognize that you are bleeding edge a bit here.

Your reply here makes it really hard to take any of what you’ve done in good faith. Lee has been incredible to work with and I commend his efforts here

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llambda 1169 days ago
What a disappointing take.

In fact Lee was looped in six weeks ago; there was an issue with Remix and CDN cache behavior which popped up on GitHub. I mentioned my issues in that thread thinking they were likely related. Lee responded and let me know he would talk to the internal team.[0] However, Lee did nothing that was ever visible to me. Moreover, I completely disagree with your assessment: it should not require Lee or social media posts to tackle issues like this, that’s completely unscalable and not a realistic way to run a business.

It’s pretty irresponsible of you to be suggesting folks reach out directly to Lee when frontline support fails. That sucks for Lee and it’s bad for the Vercel business.

To be blunt with you, your comment does not read well. It looks like you’re ignoring very real problems and doing everything you can to dismiss them as “bad faith” when in fact there’s a demonstrable problem which shouldn’t be excused as growing pains but instead addressed head on. This kind of fanboyism doesn’t help anyone and I hope Vercel takes the time to reflect on this feedback and make real, meaningful changes.

[0]: https://github.com/vercel/community/discussions/1559#discuss...

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