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Sad to see Stripe fall to the bean counters instead of staying focused on customers. They were coming out with some cool innovations a few years ago. Even "don'

by danity 5y ago

Sad to see Stripe fall to the bean counters instead of staying focused on customers. They were coming out with some cool innovations a few years ago. Even "don't be evil" Google is moving in this direction. Not sure why companies always evolve this way. Boeing is another prime example. Apple has maintained its focus on the customer and thrived, bucking the trend, which seems like it would be motivation for others to stay focused on the customer. Especially given when Apple hired the Pepsi guy to run things in the bean counter way, the company nearly died.

ksec 5y ago
> Apple has maintained its focus on the customer and thrived, bucking the trend They are arguably best in the industry doesn't mean they are as good as they once were. Apple Retail experience, App Store curation. Butterfly Keyboard? If if it trend we are talking about then Apple is no different to other company you mentioned.
colesantiago 5y ago
I would only have to assume you haven't ran a business with over $2M ARR. Taxes, VAT, etc is a HUGE pain in the ass. It's been a long time for Stripe to introduce a solution for taxes after it was requested by lots of customers (and recently acquired TaxJar because of it)
- Aeolun 5y ago
  Maybe the taxes in my country are simple, but it’s never been particularly onerous to me. The US just has a convoluted tax system.
stagger87 5y ago
You're making some huge hand wavy statements based on this single anecdote...
- asrossbach 5y ago
  As someone who has used Stripe over the past 5 years for large scale e-commerce and marketplace startups Stripe has dropped the ball quite significantly over the past two or so years. Their customer support has gotten worst, their communication to customers has faltered quite a bit and they're starting to nickel and dime their customers for basic features (like support that responds within a day or two). I wouldn't go as far as to say they've fallen to the "bean counters" but they definitely aren't as customer obsessed as they have been in the past and quite a few gaps in their armor are becoming obvious.
  - edwinwee 5y ago
    We send satisfation surveys after support interactions, and consistently over the past year, 8+ out of 10 businesses have rated their interactions highly. But it does sound like we did drop the ball with you, and I'd like to figure out what happened if you could forward me an example at edwin@stripe.com.
    - d13 5y ago
      In a game of Russian Roulette, 5 out of 6 outcomes are also 100% satisfactory, but those are not the ones that matter.
    - musiciangames 5y ago
      Maybe off topic, but what % of surveys are answered? We get survey requests from our main vendor. Generally the experience is not great, which I consider is systemic to the company. So replying negatively to a survey seems like it will bring down blame on the engineer who handled the case. When an engineer does a great job, it feels like I should fill out a positive survey. But then I'd expect the vendor would feel '8+ out of 10 businesses have rated their interactions highly'. So I never reply to the surveys. I do try and provide constructive suggestions on our regular calls with our vendor.

by danity 5y ago

ksec 5y ago

> Apple has maintained its focus on the customer and thrived, bucking the trend They are arguably best in the industry doesn't mean they are as good as they once were. Apple Retail experience, App Store curation. Butterfly Keyboard? If if it trend we are talking about then Apple is no different to other company you mentioned.

colesantiago 5y ago

I would only have to assume you haven't ran a business with over $2M ARR. Taxes, VAT, etc is a HUGE pain in the ass. It's been a long time for Stripe to introduce a solution for taxes after it was requested by lots of customers (and recently acquired TaxJar because of it)

Aeolun 5y ago
Maybe the taxes in my country are simple, but it’s never been particularly onerous to me. The US just has a convoluted tax system.

stagger87 5y ago

You're making some huge hand wavy statements based on this single anecdote...

asrossbach 5y ago
As someone who has used Stripe over the past 5 years for large scale e-commerce and marketplace startups Stripe has dropped the ball quite significantly over the past two or so years. Their customer support has gotten worst, their communication to customers has faltered quite a bit and they're starting to nickel and dime their customers for basic features (like support that responds within a day or two). I wouldn't go as far as to say they've fallen to the "bean counters" but they definitely aren't as customer obsessed as they have been in the past and quite a few gaps in their armor are becoming obvious.
- edwinwee 5y ago
  We send satisfation surveys after support interactions, and consistently over the past year, 8+ out of 10 businesses have rated their interactions highly. But it does sound like we did drop the ball with you, and I'd like to figure out what happened if you could forward me an example at edwin@stripe.com.
  - d13 5y ago
    In a game of Russian Roulette, 5 out of 6 outcomes are also 100% satisfactory, but those are not the ones that matter.
  - musiciangames 5y ago
    Maybe off topic, but what % of surveys are answered? We get survey requests from our main vendor. Generally the experience is not great, which I consider is systemic to the company. So replying negatively to a survey seems like it will bring down blame on the engineer who handled the case. When an engineer does a great job, it feels like I should fill out a positive survey. But then I'd expect the vendor would feel '8+ out of 10 businesses have rated their interactions highly'. So I never reply to the surveys. I do try and provide constructive suggestions on our regular calls with our vendor.