If nothing changes, people will move away from Stripe on to something else. I'd say stuff like this is exactly how a business that wants to stay alive needs to react to swiftly and figure out the root cause for.
The communication from the founder or representative needs to reflect the commitment to change and show the plan they intend to execute. The GP didn't do so well on the second point (vague plan, at best).
If we see stuff like this still happening in 3-6 months, I think it's time to bring out the pitchforks.
Not really. Stripe has a better platform than competitors, and even though its support isn’t a strong point it’s still better than competitors (which admittedly is not a very high bar). It’s probably much better for large businesses who have their own contact/account manager at Stripe etc.
Last time I contacted Stripe I was given a round circle between departments, the department responsible denying the issue and/or sending me to an unrelated department (who had a good agent but, as expected, admitted she couldn’t fix the issue even though she recognised its existence). In the end it turned out to be a bug in Billing that was eventually fixed (per the dev IRC) but support denied there was any bug and kept giving bot-like responses. It was ridiculous. Stripe should probably improve its support, but even if it doesn’t it’ll probably do just fine.
Big tech and developed ‘startups’ are famous for bad support. Consider Coinbase, which barely responds, PayPal, which is useless, or Google/FB, which don’t even provide a contact option except in limited cases (eg GSuite for Business issues).
Right. I meant in terms of its APIs, Stripe’s product is solid. I’m not saying their user service/CS is great, although it’s probably average for the payment processing industry for non-large companies.
I had almost exactly the same issue as OP but with Braintree. The support was equally as useless. Stripe isn’t unique here, most tech companies just don’t know how to build good support.
If nothing changes, people will move away from Stripe on to something else. I'd say stuff like this is exactly how a business that wants to stay alive needs to react to swiftly and figure out the root cause for.
The communication from the founder or representative needs to reflect the commitment to change and show the plan they intend to execute. The GP didn't do so well on the second point (vague plan, at best).
If we see stuff like this still happening in 3-6 months, I think it's time to bring out the pitchforks.