GitLab team member here.
Thanks for your feedback, and sorry for the trouble. I have shared it with our teams to escalate and come back to you as soon as possible.
Thanks for your feedback, and sorry for the trouble. I have shared it with our teams to escalate and come back to you as soon as possible.
More neutral might be individual escalation behind the scenes.
And lastly, positive one would be an explanation of what went wrong and what steps are taken to prevent it from happening again. (Or writing a defense from your view, which is fair game since the "accuser" went public already.)
Since I didn't know how to respond, I fed ChatGPT with all of it and now I can say with confidence:
While any form of support is better than no support, relying on a public forum like Hacker News for technical support is not a sustainable solution for any business. It may provide temporary relief, but it ultimately undermines the credibility of the company and shows a lack of commitment to providing proper support channels for their customers. It's essential for companies to invest in building reliable support infrastructure that enables their customers to have their issues resolved in a timely and efficient manner.
Negative feedback is good feedback imho. It helps to understand what went wrong, what to improve, and which actions should be taken.
https://about.gitlab.com/handbook/marketing/community-relati... has more insights.
> More neutral might be individual escalation behind the scenes.
Agreed, and this happened. For transparency, I went ahead and posted a comment here. It would be unfair to not respond publicly to the immediate concerns. This happens on all channels when necessary - Hacker News, community forums or social media - outside of the regular support channels, and will need a response to users.
> And lastly, positive one would be an explanation of what went wrong and what steps are taken to prevent it from happening again. (Or writing a defense from your view, which is fair game since the "accuser" went public already.)
In this case, I forwarded the message internally, and asked to escalate, which already was put into action. I do not have updates on what caused the problems, but can follow up tomorrow if it is safe to share, and does not contain confidential customer data.