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.
Don't use AI. Actually care. Like, take a step back, and realise you should give a shit about support for a paid product.
Don't get me wrong: AI is a very effective tool, *for doing things you don't care about*. I had to do a random docker compose change the the other day. It's not production code, it will be very obvious whether or not AI output works, and I very rarely touch docker and don't care to become a super expert in it. So I prompted the change, and it was good enough and so I ran with it.
You using AI for support tells me that you don't care about support. Which tells me whether or not I should be your customer.