Talk this with a grain of salt: (not just for this case or company)
Employees offering help after a case reached the first page of HN is worth nothing.
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From what I can tell, it was the first response. Stripe employees also actively chime in on HN threads both positive and negative.
It doesn't matter if it was the first or last response. A person shouldn't have to post on HN to get proper support. Actually good support would have resulted in this post not needing to be made.
You're adding a lot of bias, unconscious or otherwise.
"have to" and "need" are strong words that I don't think you're in a position to use here.
Maybe didn't "have to" and they were just panicking. Maybe this post didn't "need" to be made.
I'm not in a position to use specific words to form my opinion? Did we get teleported to a dictatorship that I didn't know about? I can use whatever words I want to say what I want to say, and I know you're not in a position to stop me here.
Good customer service means that the issue is dealt within the standard support pipeline. That clearly failed, based on the wording of the post, especially mentioning that they received no response from support on the matter.
The fact that OP got support once they called Stripe out on social media, while great for OP, is not something to be admired because it means many people are also likely falling through the cracks and just giving up instead of reaching out on other channels.
But HN isn't (nor should it be) Stripe support. If support doesn't get answered via official channels and the user has to turn to arbitrary places to try to get the attention of someone at support, that's a serious minus, not a plus.