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.
Also, from the first comment in the post:
> Unfortunately, this is an incorrect response from a front-line AI support bot.
Well, this actually hurts.. a lot! I believe one of the key pillars of making a great company is customer support, which represents the soul or the human part of the company.