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Comment by speakfreely | Hacker News Reader

Except most of the "customer is not satisfied" stories here are Stripe completely ruining the person's business by shutting them out of their account without warning. I don't understand why they can't admit there's something wrong with their process that this seems to happen regularly with no avenue of appeal except a "Stripe ruined my life" post on HN to get some executive's attention.

You guys really seem to think that executives personally fixing these problems on HN makes you look responsive, but it really just makes your company seem broken.

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This. We've been Stripe customers for a decade, but my team is very nervous about using them for our next product after repeated HN threads about banned companies that end up left with no recourse.

We have had no major issues ourselves, but Stripe's image is tarnished and we can't be confident we can trust it with our business.

Imho this is bias as some commenters have pointed out. Most if not all public posts are complaints.

I didn't say our discomfort was rational, and I didn't say we'll decide against Stripe in the end. I was agreeing with the other commenter that "yeah, sometimes our algorithms screw up and kill legitimate businesses, but you can always email the CEO directly when customer support refuses to help" is not a good look.

Don't let someone gaslight you into thinking you're being irrational. You're right to be concerned about a single point of failure for your business.

Agreed! This discussion is not going to have an influence on our final decision. I do think it's possible that there's some selection bias going on and the risks aren't as bad as they look. But it's certainly enough to give us pause.

> Most if not all public posts are complaints.

This is exactly the big striking issue. When people like a product they usually speak well about it, but I didn't see that happen for Stripe in a while.

When you see only customers complaining about a product then maybe it's time to look for an alternative.

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