[fourgone]

Great feedback on feedback. I'm a Beeminder customer and I can confirm that support really does run the way the author describes.

My general rule on contacting customer support: Don't.

Perhaps like Joel's Rules for software companies, there should be some kind of customer service certification. Oh well, I can dream, can't I?

See also: http://xkcd.com/806/

[dreeves]

Ha, yeah, that's the biggest secret to amazing customer support, for as long as you can handle it: have the founders do it.

We have a few non-founders helping us with support but they're quick to say "let me pull in the hackers/founders on this".