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Paid $2400 to Cloudflare, support refuses to help

117 points thekonqueror | 3 comments | 15 Sep 25 15:05 UTC | HN request time: 0s | source

I signed up for Cloudflare's Business plan and paid for a year in advance. While adding a new domain I made a typo and now the subscription is stuck in a limbo.

I can't change the domain without contacting their support or paying another $2400. When I open a support ticket, their portal shows 'Unable to find your account' and tells me to open another support request for it.

All support tickets are closed automatically by their "AI" which points to the same article that says open a ticket.

Is shaming them on Twitter my only option left?

1. altairprime ◴[15 Sep 25 17:43 UTC] No.45252682[source]▶
This would be an excellent use of small claims court; you want paid-for service provided and they’re giving you the phone-tree runaround. The court would prefer a settlement be reached before trial and their legal team will have no trouble bypassing their support AI to get a ticket opened.
replies(1): >>45255483 #
2. PaulCarrack ◴[15 Sep 25 22:00 UTC] No.45255483[source]▶
Unfortunately that won't work. Most companies now have an arbitration clause meaning that you can't take them to small claims court.

Had a similar situation happen with another company. Went to take them to small claims but the judge threw it out because of the arbitration clause. We then spent months and many resources but were unable to continue because we couldn't successfully contact their arbitrator to proceed with the dispute. Long story short, we wrote it all off as it was becoming too expensive both with time and resources.

This is all by design, and admittedly, a clever way for companies to do what they do.

replies(1): >>45255844 #
3. Someone1234 ◴[15 Sep 25 22:41 UTC] No.45255844[source]▶
> Unfortunately that won't work. Most companies now have an arbitration clause meaning that you can't take them to small claims court.

They can only enforce that contractual agreement IF THEY SHOW UP TO COURT. Which costs them money, which means they will pay OP's issue attention which is what OP wants anyway as a resolution. Win/win.

In your case you wanted a cash settlement. In OP's case they want a resolution. Apples Vs. Oranges.

edit: Looks like someone at Cloudflare responded to OP's issue below anyway.