Oh, there is an article on HN saying how much shit of a company we are, should we address the problem, or do a puff piece? Let's do a puff piece, and pretend all is A-OK, those silly nerds won't notice!
The problem with this company is that their core proposition is putting lipstick on a pig. No matter how much PR they sling, the fact that they screw their hosts and guests is always gonna surface.
I don't think it says good things about your company if you brag about your customer support directly after you let things fall through the cracks in the most atrocious manner, like that woman whose account was nuked with no explanation whatsoever.
I've never experienced shittier customer service, but I guess it's cool how they can make a pretty article and exclaim "our shit tastes pretty good, doesn't it?".