I remember about 4-5 months ago I spent like 2 weeks going back and forth with Stripe's regular email support trying to understand their docs for SCA.

I kept getting a new rep who repeated the same things the previous reps were saying, which also had no bearing on what I was asking. It was basically a copy / paste from a script loop.

Then something negative about Stripe was on the HN front page and I happened to comment about a bad experience with the new SCA docs.

Within a few hours I was put in contact with a lead developer from Stripe who went as far as creating custom flow charts for my use case that wasn't covered in the docs and it was a pleasant experience, where "pleasant" felt like the person receiving the email was reading the words I wrote instead of just skimming them and pasting a boilerplate response.

But it only happened because of the HN comment. If that thread never appeared on HN, I'm not even sure I would still be using Stripe.