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SomeoneOnTheWeb | 6 months ago

What the hell is that with OP being so rude?

And following FastMail's reply

> Hello Andrew! Can you please contact our support team so we can look into this for you? fastmail.com/support

They say:

> Don't have time. Consider my tweet the bug report.

Sorry but this asshole behavior. Bugs happen. No need to do public shaming and being rude to the company for that.

discuss

dilap|6 months ago

I disgree. Other people were saying it's broken too. Reasonable company behavior here would be 1 tweet "we'll look into it", and then either "we reproduced and are working on a fix" or "looks good to us please contact support so we can investigate your particular issue". But there's no reason to initially make users jump through hoops.

input_sh|6 months ago

It's in their status page and it's tagged as a partial outage: https://fastmailstatus.com/cme1fq7ej002dh0iu6z8pey4f

Personally I don't really use their web interface, but I tried it now and it all works just fine (on both prod and beta).

bichiliad|6 months ago

That response is probably standard support procedure. I think it’s pretty reasonable behavior. Could it be better? Sure. Is the person handling Twitter interactions doing their job? Also sure.

iinnPP|6 months ago

Not wasting time on someone else's process isn't being anything negative. Expecting other people's time for free is indeed being an arse.

baal80spam|6 months ago

Last time I checked fastmail was a paid service. OP has every right to expect it to be working.

SoftTalker|6 months ago

Sure but Fastmail's failure doesn't give people license to be assholes.

There is far too much assholery in the world. It's never OK.

yesfitz|6 months ago

This comment section's been illuminating to see who has probably never worked public-facing support or service industry.

There's no amount of money you can pay to make this behavior not shitty. Shitty behavior is never a good look, but sometimes it's understandable. If you refrain from being shitty, you won't have to worry about whether or not it's understandable.

Also, the only reason that someone can be shitty and get results is because other people aren't. (In this case, "submitting" a bug report via Twitter and still getting a resolution is possible because other people reported it through the proper channels.)