It'd be great if companies' support processes worked well, and there was no need to reach out to specific individuals on HN, etc, but ... those individuals, like Edwin, who end up being "the Stripe guy" on HN do such amazing value-add for their business.
It's incredible to me that despite the sheer size of these companies, and the enormous number of customers from all over the world, that there's a place you can go and get someone who will pay personal attention to your issue.
