1) This was completely unacceptable on our part. I lose my temper maybe once a year, and yesterday I did precisely because of your ordeal.
2) Ironically, this happened precisely because we are investing heavily in our support infrastructure. As we transition from one overloaded senior engineer to a full-time support team + every engineer in the company in rotations, these kinds of quirks are bound to happen until we iron out the new process.
In short: - we're incredibly sorry. - we care enormously about support. - and what happened to you is very rare.
Comments
Ethan, 2 things:
1) This was completely unacceptable on our part. I lose my temper maybe once a year, and yesterday I did precisely because of your ordeal.
2) Ironically, this happened precisely because we are investing heavily in our support infrastructure. As we transition from one overloaded senior engineer to a full-time support team + every engineer in the company in rotations, these kinds of quirks are bound to happen until we iron out the new process.
In short: - we're incredibly sorry. - we care enormously about support. - and what happened to you is very rare.
Apologies are good and all, but this is why you need and SLA with compensation.
No one wants to lose money, then have the culprit say "oops, its growing pains again".