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Comment by justincormack | Hacker News Reader

Hey sorry about that, can you send me the ticket details justin @ docker.com and I can look into it.

Policy success is directly dependent on how we handle requests for exception. Granting exceptions undermines people’s sense of fairness, and sets a precedent precedent that undermines future policy. In environments where exceptions become normalized, leaders often find that issuing writs of exception—for policies they themselves have designed—starts to swallow up much of their time. Organizations spending significant time on exceptions are experiencing exception debt. The escape is to stop working the exceptions, and instead work the policy.

Larson, Will. An Elegant Puzzle: Systems of Engineering Management (p. 122). Stripe Press. Kindle Edition.

Thanks for posting, ordered a copy just now

Another point of genius is right after the above section on exception debt.

It was in that era of my career that I came to view management as, at its core, a moral profession. We have the opportunity to create an environment for those around us to be their best, in fair surroundings. For me, that’s both an opportunity and an obligation for managers, and saying no in that room with my manager and CTO was, in part, my decision to hold the line on what’s right.

Larson, Will. An Elegant Puzzle: Systems of Engineering Management (p. 123). Stripe Press. Kindle Edition.

I have a better idea. How about you look at EVERY open ticket, starting with those from paying customers?

EDIT: Wow, they actually did this and got back to me - thank you!

if they're smart they just looked at all the 10 day old tickets

maybe 10 +/-1 for time zones

So, like many companies, successful support consists of yelping at the appropriate public forum, be it Twitter or in this case, HN. Anything the public doesn't see: "due to unexpected call volume, you'll wait at least ten days before hearing from anyone". All the while the company forgets that the complaining customer isn't the only one reading. The rest of us are reading a live account of what company's customer support looks like.

Not really comparable to the problem with Google you're pointing to. Google's services are free, here we have tickets from paying customers.

I've never opened a ticket to Google as paying customer so I don't know for sure but unless someone comes and confirms that same crap is happening even if you pay we can't really compare those two cases and Docker is worse for simple reason that it demands payment yet ignores paying customers.

Fwiw, while there probably isn't a _good_ public relations response here ... N=1, when I see a company publicly managing escalation via public shaming, it inclines me to steer purchasing decisions away from them in the future.

My thought as well.

If I have to tweet-storm to get someone to look at my support ticket, there is no real support.

It should not have to work like this.

Agree 100%. I don’t want to have to resort to Twitter or HN to get a ticket worked. Fuck that, hire some staff, work on your enterprise support.

> hire some staff

And that's why they are scaling back on free plans.

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