[bgentry]

they had a bug with their scheduler which wouldn't terminate processes. What ended up happening was that customers got billed for processing time they didn't use. Heroku fixed the billing issue after they were told of this issue.

Is there something about our response here that you were unhappy with? Yes, we had a bug. No, we didn't notice it until we were told about it. But we fixed the bug as soon as we could and refunded affected customers. Obviously it would have been better if the bug was never introduced, but I'm not sure what aspects of our response you'd like to see improved.

edit:

I can only assume that the downvote was because this may have come across as an attack on you. On the contrary, I was merely trying to figure out exactly what part of this experience you were unhappy about. Everything you mentioned in your first post sounded like we had done everything we could have done, and yet you sounded unhappy.

Thank you for giving us more info on your experience so we can try to improve on those areas. I'd encourage you to reach out to Chris so we can figure out what happened with your support ticket.