Apologies - something very clearly went wrong here. We’ve already begun investigating, and some very early results:
* Any AI responses used for email support are now clearly labeled as such. We use AI-assisted responses as the first filter for email support.
* We’ve made sure this user is completely refunded - least we can do for the trouble.
For context, this user’s complaint was the result of a race condition that appears on very slow internet connections. The race leads to a bunch of unneeded sessions being created which crowds out the real sessions. We’ve rolled out a fix.
Appreciate all the feedback. Will help improve the experience for future users.
Because we all know how well people pay attention to such clear labels, even seasoned devs not just “end users”⁰.
Also, deleting public view of the issue (locking & hiding the reddit thread) tells me a lot about how much I should trust the company and its products, and as such I will continue to not use them.
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[0] though here there the end users are devs