Not a big surprise given they think HN threads are an acceptable form of customer support for paying customers.

What makes you think I/we think that "HN threads are an acceptable form of customer support for paying customers"? Huh? Seriously? Something like this pops up on my radar only for people to piss on me for trying to help. Guess what, sometimes things don't go perfectly in a company, in support, in whatever and here I am trying to assist.

Friendly advice, stop digging and step away from this thread/talk to your PR team. You're not helping yourself or Cloudflare by responding in this way.

You're right. I'm taking all this too personally.

Wow this is the worst take about customer service I have ever seen by a company. You cause huge issues for business with the touch of a button, and when they require help and don’t think the cause was acceptable behavior, they’re whining? Just wow.

I've removed the word "whining" but to be clear I was not talking about the person who posted on HN that they had a problem. I immediately jumped on their problem when I saw it and I've ended up spending almost all morning on it. I took the long threads personally and should not have done.

Those are the people in control of like half the internet traffic in the world.

Let that sink in.

10% globally and 30% of US traffic. Probably. Google has more aggregate users and traffic, and they're also world renowned for not having any customer service short of "blowing up on twitter" or getting lucky here on HN.

No matter how you took it, I want to say that there are others here who appreciate your presence.

It's pretty amazing to me that even after seeing a response from a real human being, people continue to dog pile.

To those continuing to foam at the mouth: what would be the ideal outcome? Cloudflare closing up shop entirely after this? The whole "this shouldn't have happened in the first place" mentality is completely unproductive.

>To those continuing to foam at the mouth: what would be the ideal outcome?

Cloudflare changing their TOS from

>Cloudflare may, with or without notice to you and without liability of any kind, temporarily limit your storage and/or the number of requests you can make or receive using the Developer Platform for any reason (in its sole reasonable discretion), including without limitation

to something that does not allow them to do so on a whim, or with requiring upfront notice.

As the joke goes, "A failure in the outage reporting service can take surprisingly long to notice."

When your customer service is failing to handle a case, how exactly are you gonna catch on without using out-of-band signaling?

It’s an acceptable form of support as long as it’s reliable.

jgrahamc responded directly to the point. Replying before it made the front page means this post didn't need to go viral or win the front page lottery in order to get support, making it a counterexample to the GP.