[merlindru]

Unrelated, but while the tech of anthropic seems to get more impressive with every passing month, their support has taken a nosedive, sadly. Yet they continue to be the favorite. Model performance is deciding above all else.

I used to get a response within 24 hours back in the Claude 1 days.

In January 2026, it took 2 weeks.

For my latest support inquiry, I've been waiting for over 8 weeks for a response. Eight!

[miohtama]

They have support...?

[poszlem]

Lol. What support? When they blocked my account the only way to contact them was to send a google form. Then they responded that they blocked my by accident and are unblocking me. Then I remained blocked.

[nashadelic]

I've never engaged with their support (I have dedicated POC), but they don't use AI for their support?

[merlindru]

They use intercom's Fin AI. Probably powered by a Sonnet or Opus model.

That said, it can't handle legal/refund/complicated requests and just forwards to a human for those

[dyauspitr]

Support is probably the last place AI will be used end to end. There will always need to be a human in there somewhere.

[jofzar]

AI is very good at "deflecting" support tickets ATM but rubbish at actual support tickets (source I work in the industry)