It might not be a willingness issue as much as a bandwidth issue.

Bandwidth can be bought with money, of which Microsoft made an extra $133.7 billion this year.

ajmurmann 4 hours ago | parent | next [-]

We know that coding agents have been pushing GH to its limits. Scaling is hard - especially staff. Maybe they aren't trying to scale support but I think it's reasonable to give them the benefit of doubt here, given what we know publicly

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ndiddy 14 minutes ago | parent | next [-]

This is one of the things I dislike the most about large tech companies. They get way more customers than they can adequately provide support/moderation for and either offer no support or shitty automated support. Then when something falls through the cracks people always go "what do you expect them to do, hire enough people?" Yeah I do!

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cwillu 4 hours ago | parent | prev | next [-]

Microsoft is not some plucky upstart company with 12 employees and an unexpectedly popular product. We do not, in fact, need to give them the benefit of the doubt here.

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dualvariable 3 hours ago | parent | prev | next [-]

Having "hackers" on this site giving the benefit of doubt to companies clearing hundreds of billions of dollars in revenue per year will never cease to stop being ironic to me...

	▲	ChickeNES 2 hours ago \| parent [-]
		On the site run by a VC firm? Why is that a shock? Besides, hacker does not mean being a kneejerking reactionary against corporations.

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veverkap 3 hours ago | parent | prev | next [-]

They aren't trying to scale support. If anything, they are trying to throw AI at the problem. The support team is understaffed and overwhelmed.

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iAMkenough 4 hours ago | parent | prev | next [-]

That’s a self-inflicted issue they should have properly planned for.

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cj 4 hours ago | parent | prev [-]

You’re saying this is a problem money can’t solve?

There’s no need for benefit of the doubt when it comes to the level of support provided by tech companies.

Bad support by tech companies is a conscious profit-preserving choice.

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whateveracct 3 hours ago | parent | prev | next [-]

They have to dump all that free cash into data centers, sorry

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kstrauser 4 hours ago | parent | prev | next [-]

Never thought I'd see the day when Microsoft is elite.

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NobodyNada 4 hours ago | parent | prev [-]

Sounds like they can afford elite customer support.

	▲	4 hours ago \| parent [-]
		[deleted]

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pllbnk an hour ago | parent | prev | next [-]

I have for a long time said that the way to regulate these huge companies would be to have government-mandated SLOs for live support.

For example (simplified), if a user makes a call, a person with sufficient privileges to handle 90% of the cases should answer on the other end within 2 minutes. If the case cannot be handled, the higher-up with privileges to handle 99% of the cases should be reached within 5 minutes. And to be fair, it should be mandated for all companies, not only FAANG-like.

But a company like Meta (for example) with a billion customers would then have to decide whether they want to work on quality improvements for their services or whether they would like to hire a million technical support staff.

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iAMkenough 4 hours ago | parent | prev | next [-]

Good thing HN provided them some bandwidth to do their jobs.

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cyanydeez 4 hours ago | parent | prev | next [-]

unwilling to provide proper support?

Just seems like a silly rational response to the same problem.

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locknitpicker 4 hours ago | parent | prev [-]

Yes,evidently bandwidth from HN unblocks takedown requests of malicious content.

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ajmurmann 4 hours ago | parent [-]

Prioritization and escalation exists in most companies. I guarantee you that once an issue hits the HN front page, even engineers who might have totally different talks will get involved. (Never worked at GH or have talked to anyone there in years but this is how everything works pretty much everywhere)

	▲	toomuchtodo 4 hours ago \| parent [-]
		The public shaming will continue until the internal incentives improve. Make sure to drop that HN thread link into the internal task tracker y'all. Don't forget to report to journalists if the severity warrants it (Brian Krebs, 404media, etc). "Show me the incentive and I'll show you the outcome."