alt Hacker News> You mention early in the article that you intended to base this approach as a response to your own subpar user experience with support in other products.
This was the biggest (1) complaint for me - in light of what you discovered from your actual support experience, why was your expectation so off?
Was it that you expected support to be full of "how do I do this complicated thing?" questions that can be answered by an expert? That's an unrealistic expectation, but I guess now you know.
Or was it that you really thought that customers would be happy if you just took the time to explain your pricing model to them (also unrealistic).
It is kind of obvious from the types of emails you get, and the types of responses you give that it was not going to lead to strong customer relationships. If all you're doing is writing a 100 words to say "No, I'm not going to do what you want" that's not going to make things better.
(1) Actually 2nd biggest - the biggest was talking about "buying Castro" but having no explanation/links about who the author is, what Castro is, or how/when/why it was bought.
Pricing is a bad example I guess I should've minimized that part of the post.
I guess I didn't think about it enough, but if someone emailed in with a feature request, or with an opinion that this tab should behave differently or whatever, I thought giving explanation would be helpful. "I actually tried it that way, but it didn't work because X, and Y, and I didn't even think about Z which breaks the whole concept, etc etc." As a dev, these types of explanations would seem meaningful to me. But in reality, these conversations are mostly not helpful for either party. That was the point I was trying to make in the post.
Fair point on 2, I honestly didn't expect anyone to read this tonight and had another post planned I thought might get comments on HN, but I just put this up for now until I could finish that one. I will do better at giving context next time.