> - No apology

- No "we stopped the bot for now"

"We're sorry for how you feel" is enterprise for "we think you're whining".

Anyways the point is just that one side of this relationship here clearly cares about the problem way less, and _even when presented with that fact_, does not even pretend to be actually sorry for the damage they are causing.

This is just a single initial reply from a "community support manager" in Indonesia. It's not from the Mozilla CEO or the leader of the project. They surely don't have the power to stop the bot. But what they can do is find it more over a call, and then who to escalate it to. Then maybe it does get turned off before it's fixed or changed.

You seem to be confusing someone in customer support with someone who holds power over entire projects. I don't understand how you think a customer support person should be able to just turn off software across the globe in response to a single short message on a forum with few details.

Huh, if you click through their link the person responding is also a "sumo administrator" and it's "sumobot" causing the issues. It seems entirely likely they are personally directly responsible for it.

Regardless they are representing the company. If they aren't the right person to respond - they should not have responded and kicked it up the chain/over the fence to the right person - instead of responding by offering to waste the complainants time on a call with someone you are asserting is not the right person to be handling this. Supposing you are correct about their position, it makes their response far worse, not better.

CS comms are tricky, I agree! You have to reply to stuff, often before you have any form of full picture. Just think you gotta be careful then, and the message they posted was not good on that front.

I do get what you're saying, and it's not like I think the CSM should be fired for the message. I just think it's bad comms.

Here are some alternative choices:

- post nothing, figure out more internally (community support is also about vouching for people!)

- post something more personal like "Thank you for posting this. I'm looking into who is working on this bot to get this information in front of them". Perhaps not allowed by Mozilla's policies

- Do some DMing (again, more personal, allowing for something direct)

But to your point... it's one person's message, and on both sides these are likely people where English isn't their native language. I'm assuming that community support managers are paid roles at mozilla, but maybe not.

And like... yeah, at one point you go into whatever company chat and you start barking up the chain. That's the work

They are the person who announced the bot would be rolled out. If the person who announced the rollout isn't either the leader of the project or someone who can push for changes to it, then that's already totally against the community.

Second, this "community support forum" isn't just a corporate help desk. It's a forum for community supporters of Mozilla, an open source organisation for which community contributions are hugely important. Mozilla can't just fuck over parts of it's community and expect that to be business as usual.

It is well known passive aggressive corporate phrase to shut people up. Who it is used by is largely irrelevant, it almost always means the same thing.