I've run into this, and I highly doubt I am one of the more extraordinary users. I have delays between working with it, don't have many running at once, am running on smaller codebases, etc. Yet just a few minutes ago I hit a quota. In the past I did far more work with it without running into the quota.

I emailed their support a few days ago with details, concerns, a link to the twitter thread from one of their employees, and a concrete support request, which had an AI agent ('Fin') tell me:

> While our Support team is unable to manually reset or work around usage limits, you can learn about best practices here. If you’ve hit a message limit, you’ll need to wait until the reset time, or you can consider purchasing an upgraded plan (if applicable).

I replied saying that was not an appropriate answer.

You're absolutely right re the lack of transparency and accountability. On one hand, Anthropic generates good will by appearing to have a more ethical stance then OpenAI, and a better product. On the other hand, they kill it fast through extremely poor treatment of their customers.

If they have a bug, they need to resolve it: and in the meantime refund quotas. 'Unable to' - that's shocking. This is simple and reasonable. It's basic customer service. I don't know if they realise the damage their attitude is doing.

▲

Kim_Bruning 4 hours ago | parent [-]

Fin is the most useless thing ever. There's no obvious way to get reports in front of a human in a timely manner, and there's no clue to believe fin interactions are retained.

This does mean ultimately no loyalty. I can't stay loyal to a brand that doesn't actually respond to inquiries, bug reports or down reports at all.

I do understand that Anthropic is operating at a tremendous scale and can't have enough humans in the loop. This sounds like a good use for ai classification and triage, really!

	▲	traceroute66 an hour ago \| parent [-]
		> I can't stay loyal to a brand that doesn't actually respond to inquiries, bug reports or down reports at all. Amen to this. Being in business means having to respond to customer enquiries at some point. Given the amount of billions being pumped into Anthropic's pockets and given the millions their senior-leadership no doubt pay themselves, I'm sure they could spare a bit of cash to get off their backsides and sort out the Customer Service. I simply do not buy the "poor Antropic, they are operating at scale, they are too busy winning to deal with customer service" argument that comes up time and time again. The fact is there are many large businesses, many large governments that are able to deal with customers "at scale". Scale means you respond a bit slower, maybe a few days or at most a couple of weeks AT MOST. But complete silence for months or years is inexcusable. All of my experiences with "Fin" matches that of my friends and colleagues .... namely that "Fin" is a synonym for "black hole". I've got "tickets" opened with "Fin" months ago that have not had a modicum of reply.