[colbyh]

This is a really bad answer to a concern about customer service, just a heads up. We want to be reassured that you value your customers and will be working to make things better no matter what, not given paragraphs on why it's actually someone else's fault.

[boise]

Agreed, and it's a running theme in most customer service interactions with Zenefits (Aetna's fault, Intuit's fault, etc.). There's also tends to be long delays in response times because of the back and forth between Zenefits and the provider, and sometimes conflicting responses which make things really frustrating.

[ddispaltro]

I don't think so, basically the HN crew wants to see the nuts and bolts, and he's giving a real reason why problems happen on the platform. I personally find it refreshing when someone from a B2B company helps me understand their internals, it helps me trust them more because either their sound or not.

[colbyh]

Sure, it's interesting to know (even if there's no way to verify what he's saying is correct), but it starts to come off as passing the buck. I think your perspective on the HN crowd might have been more valid 3-4 years ago but let's not pretend like it's still the same group of people.

We use Zenefits and (AFAIK) have no issues with the service. Just throwing it out there that a little reassurance goes a long way.

[ddispaltro]

Yeah I agree on both points. Nothing really substitutes knowing (and hearing) someone is in your corner.

[7Figures2Commas]

The notion that "APIs == zero errors" is absolutely not sound.

[psycr]

Disagree. He's transparently articulating the causes of the error.

[pbreit]

But when the entire "cause" is someone else's fault it rings hollow.