Gitlab Support is no longer processing MFA resets for free users

Re:Gitlab Support is no longer processing MFA resets for fre... by lkozloff on Tuesday August 04, 2020 @10:45PM (#24056786)

Support Manager (and person who wrote that line) - it's certainly not meant to be dismissive or tongue in cheek. If you've got some suggested wording to help take away that feeling, I'm happy to submit (or merge) and MR to the blog post to make it feel less that way.

We actually do want (and care) about your feedback and wanted to provide a clear way to give that. In the past we've gotten support requests, tweets, comments on GitLab issues and a myriad of other creative ways of voicing thoughts, opinions and ideas.

My hope was to streamline feedback into a single place that GitLab support and our community teams are actively monitoring. There's been some helpful discussion there (and here) already.

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Re:Gitlab Support is no longer processing MFA resets for fre... by frio on Thursday August 06, 2020 @10:07PM (#24077314)

Sorry, wrote that and then went offline for a couple of days. Perhaps it's my own cynicism about corporate engagement coming through, and that may be unfair given how open GitLab is as a company -- but the sentence beneath that heading just says "we're accepting community feedback, write your thoughts over here".

I guess the core of my (admittedly petty) complaint about the language is that it doesn't really indicate a willingness to listen, more than it steers people towards a box in the corner they can vent into. A bit of language along the lines of "we think this is the right decision, but we're willing to reconsider" would maybe come off as more considerate, I guess?

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