Hi Bill. I've only been a customer for a few years, but I've been super impressed with the level of customer service. If I have an API question or a problem, I always get a real, human, thoughtful answer - not a copy/paste from the documentation that I've already read.
So while I understand the necessity of the linked blog post, it doesn't really address my concern - which is that PayPal has notoriously awful customer service, and the thing I value most about your company is your customer service. And despite all of your best intentions, the culture of very large companies inevitably affects (or replaces) the culture of the companies they acquire. I've been acquired before. I know how it goes.
At the end of the day, all I care about is that I continue to get the same level of customer service from your company. The moment that changes, I'll go somewhere else (probably Stripe).
Customer service is absolutely part of the commitment. It's a huge part of why we've had such phenomenal growth and have so many fantastic clients. We are absolutely intent on delivering that for years to come and wouldn't consider anything that would degrade our service. More on that in my response above.
So while I understand the necessity of the linked blog post, it doesn't really address my concern - which is that PayPal has notoriously awful customer service, and the thing I value most about your company is your customer service. And despite all of your best intentions, the culture of very large companies inevitably affects (or replaces) the culture of the companies they acquire. I've been acquired before. I know how it goes.
At the end of the day, all I care about is that I continue to get the same level of customer service from your company. The moment that changes, I'll go somewhere else (probably Stripe).