[giancarlostoro]

That is insane, if you billed me an extra $200 for a bug in your system I'd flat out cancel my subscription. If you're not going to credit that back to me, you don't deserve anymore of my money. I'm a Claude first guy, but if you're going to bill me incorrectly, that's on you, own it, fix it.

[xcrjm]

They did credit it back to him. There's a comment in the linked issue.

[MarsIronPI]

Where? Just searched the entire thread for both the word "refund" and the word "credit" and I'm seeing nothing about credit being issued.

Also what's with @sasha-id talking to himself? Looks weird as all get out.

[argee]

Looks like he copy pasted responses he got from their support agents.

[bouke]

See also: https://news.ycombinator.com/item?id=47954655

[simjnd]

Where? All I see is Boris saying "we are unable to issue compensation for degraded service or technical errors that result in incorrect billing routing".

[lenerdenator]

Keep this in mind next time you hear someone talking about "removing the human in the loop".

Anthropic apparently won't take responsibility for issues their own systems handling billing cause. You think they'll take responsibility in your system when a bug in their models can be demonstrated as the cause?

[KronisLV]

> Anthropic apparently won't take responsibility for issues their own systems handling billing cause.

I think with every org, especially the big ones, trying to dodge responsibility (setting the intent of "customer support" to be annoying them enough for them to buzz off), the only recourse people have is to give them enough bad press where they wake up and do the refund, it's less than a rounding error for them.

I think Anthropic is hardly unique in that position and being able to chat with a human with any sort of power to actually make things right is becoming more and more rare. If any human eyes saw that, the correct thing to do would probably be passing the message up the chain like "Hey, this will have really bad optics if we don't do the right thing. Can you take like 5 minutes and hit the refund button while I draft up a nice message about it?"

[lenerdenator]

Bad press is meaningless where it matters most these days. The kind of people who are most responsive to threats of bad press are the kind of people who don't need to be threatened with bad press to do the right thing.

I really wish it carried any weight. It just doesn't. If someone at the organization just says "never admit fault, always attack", it's very likely they'll get away with it.

[DANmode]

> You think they'll take responsibility in your system when a bug in their models can be demonstrated as the cause?

Flag on the play: AI doesn’t replace responsibility for your commits.

It doesn’t matter what promises a service makes, what you say is valid code is still on you.

Act accordingly.

[lenerdenator]

The issue is less what's in your commit and more if you're using these models as a foundation for some other service.

I know this is a rather hackneyed example, but if a customer service agent model were to call a customer a racial slur, that's not the software surrounding the agent, it's the agent's model.