While I agree HN shouldn't be used as a way to get direct customer support, I don't think it's fair to grab and point our pitchforks to @jgrahamc over a one sided story. There's not nearly enough information from both sides to create fair judgement (these things happen, unfortunately, at larger scale with automated processes). What matters is the afterthought and actions taken of what's going to prevent a similar situation in the future (which I'd love to read from both OP and @jgrahamc if possible). HN is my go to stop for well formulated opinions written by people way smarter than me and I think we dropped the ball here, HN can do better. That said, happy that your issue got resolved OP and goodluck with your project!