Re:Twilio is erroneously over-billing and suspending accounts
by RobSpectre on Thursday July 18, 2013 @10:04AM
(#6063662)
Thank you very much for that.
We came up way short for you this morning - committed to making it right.
Re:Twilio is erroneously over-billing and suspending accounts
by benjamincburns on Thursday July 18, 2013 @10:14AM
(#6063738)
Seconding Willie's comments. I'm not your customer today, but seeing how y'all are handling this would make me feel confident to use Twilio should the need arise.
When you get some time (I'm sure you have none right now), read some of the Dreamhost discussion below. You folks appear to be doing an excellent job responding to this.
Re:Twilio is erroneously over-billing and suspending accounts
by gknoy on Thursday July 18, 2013 @01:56PM
(#6065297)
I completely agree. I've seen several public instances like this one over the past year here where Rob and the Twilio team have done what appears to be the Right Thing (from a customer service perspective). It's inspiring to see them do this, and to see that it is indeed possible to execute very well with a focus on customer happiness and "making things right".
Re:Twilio is erroneously over-billing and suspending accounts
by frankdenbow on Thursday July 18, 2013 @02:30PM
(#6065497)
Agreed, its a tough situation that Twilio is genuinely apologetic about. It happens but I'm sure it will be fixed.
Re:Twilio is erroneously over-billing and suspending accounts
by RobSpectre on Thursday July 18, 2013 @11:28AM
(#6064246)
Lot of work still to do to make this right, but thank you very much.
We've been with Twilio for years and have received excellent service. Billing issues are always serious, but its nothing compared to a call routing issue, and when it comes to call routing Twilio has been flawless. I'd much rather call my bank and discuss an overdraft fee then call a client and explain why their calls were not routed properly.
In the years we've been with Twilio, we have not experienced any significant downtime. Compare that to one of their main competitors that experienced eight consecutive hours of downtime during business hours earlier this year, and I'm confident we're in good hands.