> I know it’s not an ideal support mechanism, but I think this is one of the services HN provides to the community (informally).
I would like to know where and why Stripe's customer support failed in this case. Or even if it failed at all. Those are the only relevant details.
It's immaterial to the discussion whether any other web forum was used as an alternative to Stripe's customer support. I'm sure HN didn't signed up to be any company's customer support channel, or if it's reasonable to get it involved in this ordeal.
If I have a problem with Stripe, I want my business to be dealt with Stripe directly, and in the process not get a web forum involved. I would hate to be in a position where escalating an issue so that it becomes a PR issue as well is seen as the first step in a problem-solving workflow.
Maintaining the magic abuse detector requires secrecy around the heuristics, which means not always giving the clearest error codes/any error codes to the user re: what's wrong with their account/transaction.
I would like to know where and why Stripe's customer support failed in this case. Or even if it failed at all. Those are the only relevant details.
It's immaterial to the discussion whether any other web forum was used as an alternative to Stripe's customer support. I'm sure HN didn't signed up to be any company's customer support channel, or if it's reasonable to get it involved in this ordeal.
If I have a problem with Stripe, I want my business to be dealt with Stripe directly, and in the process not get a web forum involved. I would hate to be in a position where escalating an issue so that it becomes a PR issue as well is seen as the first step in a problem-solving workflow.