There are actually quite a few complaints on here about GitHub support, the difference is that Gitlab employees are replying to the complaints against their company. Seems like a lot of Gitlab employees follow Hacker News and want to help out.

(It appears that Gitlab actually pays some of them to do this as part of their job, whereas for others it is not in their job description).

Hi yes! Someone who gets paid to do this here :P just wanted to give some background on my team (not that you asked for it OP, I just like to talk about myself apparently).

But yeah my team (of 3 members lol) was spun up primarily because Sid our CEO wants to make sure that everyone in the company is plugged into what users are saying about us, and he cares about hackernews specifically since GitLab was founded here [1]. So my team mainly just triages mentions about us so devs/managers/etc don't miss feedback but can still focus on their jobs. I do see first-hand that everyone in the company really does care about what people are experiencing.

[1] https://about.gitlab.com/company/history/#2012-gitlabcom

I really appreciate / admire the care you all have for devs by being a part of the conversation on HN. Support is _hard work_. I am a dev at a similar startup (Sourcegraph) and always try to take a page out of your book by being responsive and caring online in a similar manner.