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Comment by WhackyIdeas | Hacker News Reader

At least their chatbots might be better than the ‘humans’ we spoke to a few years ago at Shopify.

Atrocious company, zero ethics then and zero ethics now it appears.

We moved to Wordpress/Woocommerce and have never regretted it for a second. Well, I lie… we regret ever trying wordpress.com (they are short on ethics too, such as entering and walking around your house uninvited… like the orders screen of our back-end!).

Long story short: these big e-shop hosters seem to share something in common - Twattery.

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I have to echo your same sentiments. I swore off them a year ago when I provided support with step-by-step screenshots of how to produce my exact error, and even the error itself. The support told me it wasn't an issue and closed it.

A friend and coworker of mine went to work for shopify in support. He was the engine behind two amazing support teams at the companies we worked at, and he was so excited and optimistic to take on that task at shopify.

He’s so over it now. He hasn’t been affected by layoffs but deeply wished he was, because it would give him the financial mobility to make a change. He has expressed that the support they offer has deteriorated dramatically since he started, and I’ve wondered how much that’s his own dissatisfaction vs reality… But what I’m reading suggests he’s probably on point. It seems pretty bad.

These are businesses at scale. They're not going to hold your hand. Be reasonable.

Hold hand? Seems you are being quite presumptuous about what the contact was regarding!

I always wonder why people simp for large companies.

It’s not as if Shopify is some poor, sad, 3-person operation that’s barely scraping by.

Their last quarter net income was 83m on 1.6B revenue. They can afford less shitty customer support

That might be true, but is it what we want and should tolerate?

We should be holding organisations up to high standards, they won’t always meet them, but better to get them to at least try rather then throwing our hands up and letting them get away with testing people like dirt.

It’s $300 USD / year for a business plan at wordpress.com. They shouldn’t have unstaffed chat an an email response time measured in days, which I’ve recently experienced.

I would say the sites I’ve dealt with are using <$50 / year of compute. The $250 extra is considered ok because it’s viewed as paying to have something backed by, and supported by, a commercial organization.

If there’s zero support, which seems to be a general trend lately, why not self host for a fraction of the cost? At least that way I’d have the access needed to fix my own problems.

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