its really nice when people like you offer to do this, its a really great sign of good faith. But, reality is that a lot of people don't want to have to rely on special treatment to get something done. The fact is that the lowest level gatekeeper in your customer service organization is the biggest factor in how good a company's customer service is perceived to be. If I have a shit experience with the first person I contact in customer service, fight to speak to a manager, and then successfully resolve my issue, I'm still pissed and have a bad taste in my mouth. Its the exact same reason everyone hates "contact sales for pricing" statements on product/pricing pages. Its a bunch or red-tape that does nothing but take up too much of someone's time to figure out if they can successfully use a service or not. As awesome as it is when people like you offer to do this, it means your customer service group has critically failed just based on the fact that this has happened.

Rants aside, Stripe has the best technical/developer support of any company I have every worked with. The constant presence of real technical resources in public IRC channels is phenomenal. I've been able to fire up irc, ask a question, and get an answer in under 5 minutes many times. Well done. I have not worked with support on production issues with charges though; I can't speak to that.