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Comment by Picblick | Hacker News Reader

I'm always unsure how to read this. One one hand it is nice that there is someone in the company willing to do work which is in the interest of the customer (of sorts). But on the other hand it shows the company is willing to let quality, support, customer care, service and everything else decline but when it comes to public image is prepared to do everything within their power, even (yuck) their job in order for damage control. Now that I'm writing this I know exactly how to read comments like "now that it's in the public eye, we'll do something - maybe".

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It doesn't make the problem go away by itself, but I would rather have jgrahamc helping people than not.

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I think people see a lot of posts like "I tried to get help with my problem but received no response" and don't think about the selection bias involved. (Of course, if someone gets helped by customer service with no issues, that doesn't tend to come to Hacker News' attention.)

But from their perspective it does feel like these sorts of posts are the only way to get attention on a problem.

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Right, I agree it sucks for you, I'm just trying to explain why I think it happens.

(People don't think about incentives either.)

People like jgrahamc are the people who care and are embarrassed their company provides such unreliable service. I just wish the people in charge of these companies felt the same responsibility and embarrassment.

jgrahamc is the CTO of Cloudflare.

I did not know that. That certainly changes things.

I don't know how many people work at Cloudflare, but I'd imagine it's more efficient to have a working customer support system than to have the CTO personally handle every problem.

I agree about the efficiency and wouldn't expect anyone to know that on a thread, off of a handle alone. However, I see it in a more positive light- based on John's other comments in the thread, he's made the time to stay active in communities like this one even as the CTO and followed up with folks internally to understand how an oversight like this could've happened.

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