I'm not here saying every company is perfect, I have quite a few gripes with other services but they either:
A. Actually respond to issues and work with developers and actively help maintain their app integrations despite significantly smaller support teams(I've worked with at most 1-2 csms and an engineer or pm with most integrations but with hubspot I get routed from our app manager, to a csm to an entire engineering team and even the head of support all to just get an email that their oauth issues won't be fixed until q3 202x since developer experience isn't a priority)
or
B. Blatantly don't care but don't sell themselves to sales team that they have a great integration and great support for people building integrations. I'm at a point where I'm trying to actively push our mutual customers to anything but hubspot
Responding to the way that Hubspot handled your concerns: competitors Pardot and Marketo are not any better. I don't remember them ever correcting bugs that I reported. And simply getting through the gauntlet of "this isn't a bug, its a feature" Level 1 support is exhausting. Eloqua was much better - but only because I was working at a "partner consultant" org at the time and concerns/bug reports were fast-tracked to senior support techs.
Generally, Salesforce is what I consider "perfect software" (Joel's "good software takes 10 years" concept). It beats all the startups on so many fronts...
was done by people who did not receive the appropriated training in design patterns and has to glue something that worked in order to be proved by someone else
outside of a few orgs who chase excellency in every regard this is the reality for most companies, organizations and people. it makes sense given the circumstances they found themselves in.
it's actually quite impressive that anything works when you REALLY think about it
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