Hm, I never received anything! Can you send it again?

(Two of us from Stripe, myself included, have already been in contact with disappointeddev.)

Not sure if this is the case for you all or not, but several years ago I was consulting for a company who was having serious support issues similar to this where random customers swore they were sending support requests via email, yet the company wasn't receiving them. Because it was working properly for some and not others we didn't think it was an issue on the company side of things. In the end though it was overly strict spam filter setting was just junking emails randomly. I bring this up because there does seem to be a common trend occurring lately where people are saying they sent emails and you all are saying you didn't receive or are not seeing them.

A company that accepts support emails silently, without giving an immediate acknowledgement and a ticket number, isn't serious about support. If you're serious about support, you have a tracking system visible to the customer.

I suspect a large overlap between the words likely to be used in email to Stripe (support or CEO) and the words likely to be used in e.g. 419 scams. Bad Bayesian filter seeding could easily impact legitimate messages in that case.

Especially if you're forwarding from your company domain to a gmail, some will be stuck in the company domain email and not get forwarded (has happened to me many times).

Not to knock on you, but I'm starting to see this is a trend. I was on the hn irc channel, and numerous people complained about the same thing. That you're always very willing and ready to offer support here on HN by saying "Sure, just email me!" but when these folks do email you, they are ignored. I don't know if this is a clever PR strategy to contain and direct fallout to a private medium so it never sees light of day, or if it was a genuine mistake.

I think and hope it was the latter, but the frequency with which this seems to be happening starts to suggest it may also be a little bit of the former. E.g., just in this very comment thread there's a handful of people claiming you never responded to emails even after explicitly asking them to email you.

I wasn't in the IRC room, but I'll go take a look at what happened there -- thanks for the heads up.

I'm not trying to be negative, but the stripe channel is very active. Why aren't you assigning someone to give 100% attention to this concentrated collection of YOUR users?

Oh, we do -- we've hired a few people to help users in #stripe on a full-time basis.

Again, not to be negative, but a complaint about Stripe with 500 up votes and hitting the front page, after having full-time employees in the Stripe channel?

Something is not going well with the CX (Customer Experience) if we're seeing this many complaints in the comments section.

I don't believe this person posted in the IRC channel.

> I don't know if this is a clever PR strategy to contain and direct fallout to a private medium

Well to be fair, they pretty much have to go to a private medium to talk to their customers, especially in a financial setting.

Can you link to the HN IRC channel?

I've re-sent it. I have DKIM and SPF set up for my domain so if my emails are actually being dropped you must have a very aggressive spam filter!

> I'm sure being a CEO is a busy job, so I understand.

Why would you understand?

It is a simple feat to respond. At the very least, he could have forwarded your email to someone, CC'd you on it, and said "Hey X, please look into this case for me."

No response to an email is above all disrespectful, regardless of how busy he might be. It also implies that he is giving away his email address as a PR move.

These pieces of information that keep dropping on HN is going to make me move my business away from Stripe too.

Stripe, why would you screw yourself so badly when you could easily have been the only viable option by simply not behaving like PayPal?..