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Comment by tentacleuno | Hacker News Reader

> In this instance, having Graphene screaming about how awful Matrix is and enumerating ways to cause moderation problems was not helpful during a moderation incident, especially where we had been scrambling to help them.

To be fair, from what I hear GrapheneOS doesn't have the best reputation for its communication with other people, but strcat did appear rather apologetic in the thread. Regardless, we're experiencing the bug I linked, so it's definitely still an issue.

> especially where we had been scrambling to help them.

Hmm, this is where I disagree -- if you've been scrambling to help, wouldn't the issue have been fixed by now?

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> Hmm, this is where I disagree -- if you've been scrambling to help, wouldn't the issue have been fixed by now?

We scrambled to investigate and fix this particular instance (and previous unrelated instances where they'd had problems). When we realised that they were simultaneously screaming about how shit we were, we put it back on the shelf.

I mean, it's still happening to them, one whole year later. To be completely honest, are you unable to recognize that from their perspective, you are shit, because they're having serious issues with your product, and you stopped helping them because... they tried to tell their users that getting dropped from the chatroom is Matrix's fault, not theirs? Can you not see how completely unacceptable it is for thousands of people to be randomly dropped from rooms?

Fixing fundamental basic functionality of your app should not be classified as having "burnt a bunch of time investigating this".

> When we realised that they were simultaneously screaming about how shit we were

Right, but this is where your response baffles me: they've reported a genuine issue with the implementation, so why not fix it for everybody instead of "put[ting] it back on the shelf" and letting others suffer too?

It sort of sounds like "they complained about us, so fuck them and their issue" (except it's not just their issue). Wouldn't it be better to work around disagreements to benefit everybody, instead?

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