I just want to follow up with after emailing edwin, I was put in contact with someone who is on a different level than the support team I've talked with originally.
We got in touch late Friday so a resolution wasn't made (not enough time), but it's clear he spent more than 1 minute skimming the support message and it felt like he really put in serious effort to help me in my specific situation. I think everything will be crystal clear in the end after a couple of emails (and these aren't just repeating emails, it's to deal with moving forward with new info after implementation).
I wish this type of support was the default. It never would have happened without this post on HN happening. There's a lot of value in having in depth emails about specific problems because it leads to documentation improvements that benefit everyone (plus it makes your paying customers happy on the spot because they got help using your product).
I wonder whether that might also be what the last person from Stripe support meant when they mentioned sending us to some sort of specialist. Unfortunately by that point we’d already spent more than two weeks going back and forth with numerous people replying but no actionable advice, so we declined and made other arrangements. However, I did also send them some notes similar to my comments here, so perhaps the negative experience in our case could at least be helpful for improving their documentation for others in the future.
We got in touch late Friday so a resolution wasn't made (not enough time), but it's clear he spent more than 1 minute skimming the support message and it felt like he really put in serious effort to help me in my specific situation. I think everything will be crystal clear in the end after a couple of emails (and these aren't just repeating emails, it's to deal with moving forward with new info after implementation).
I wish this type of support was the default. It never would have happened without this post on HN happening. There's a lot of value in having in depth emails about specific problems because it leads to documentation improvements that benefit everyone (plus it makes your paying customers happy on the spot because they got help using your product).