Alexander and the terrible, shitty, no good GitHub support experience

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r3bl.me Alexander and the terrible, shitty, no good GitHub support experience

I don’t feel comfortable about publishing this blog post, but I feel obliged to do so.

Back in January, I’ve decided to move my blog to GitHub Pages + Jekyll combination. Since then, I’m spending a considerable amount of time using GitHub almost on a daily basis. Back then, I had also written a blog post which I titled Reasons Why GitHub is My Favorite Technology-Related Company. Once I published it and re-read it a couple of times, I became confident enough in my blogging skills to have the story submitted to some other, more popular domain. I chose Opensource.com. It got accepted, went through the editorial process and became A beginner’s guide to GitHub. The reactions I got to that post were mind blowing to me. It became the most popular article of the week, the most popular new article posted in February and recently got named as the 4th most popular article published in the first half of 2015.

Now, let me quote myself from that article:

Amazing support

I’m a developer. I use lots of stable and unstable software and services on a daily basis, and it’s important that I get support as fast as possible. I once had an issue with a GitHub feature and reached out to them for support. I received an email response within 20 minutes. Support was eventually able to explain exactly why I was having the issue and what I had to do to resolve it. I have to give them a straight 10/10 for their support.

I wasn’t lying at all. My first support issue got resolved in less than an hour and I was perfectly happy with the support, which is why I have included this part in my article.

Somewhere in November (I think) I have sent a request to get a GitHub’s Student Developer Pack. The validation process lasted for a couple of months, but it got accepted. The main reason why I wanted to become the owner of that pack was because I wanted to get a free .me domain from Namecheap where I planned to move my blog.

It’s not a problem to me to spend a couple of dollars to buy myself a domain. The problem is that I have a Maestro credit card, which is pretty much useless for any kind of online shopping. Because of that, I was looking forward to becoming an owner of this pack and getting a .me domain without going through the hassle of getting a new credit card.

Unfortunately, I mistyped my email address while I was using the unique link I got for Namecheap’s registration process. I accidentally typed aleksnadar instead of aleksandar in the email address field. It could happen to anyone, right? And so, my problems began.

Of course, I have never received a confirmation email. I tried going through the process again, but my unique link was no longer functioning. So, I contacted Namecheap’s live support and asked them what should I do to fix this. They kindly suggested me to contact GitHub and ask them for a new unique link for this offer, which I did.

On May 15th, I have sent the following email to education@github.com:

1st email

Because of my first experience with GitHub’s support, I expected to get a quick response, but the day has passed and my mailbox was empty. Then, five days have passed. Then, ten. Still not a freaking word from GitHub.

On May 27th, I tried pinging the same email address one more time. Again, no response. On June 6th, I tried again:

3rd email

Again, nothing.

On July 3rd, I tried again, but this time, I used my primary email address instead of the email address I got from my college and contacted support@github.com instead of education@github.com.

4th freaking email

Surely I should get a response now, right? Again, nothing.

All in all, 82 freaking days have passed and I haven’t received any freaking email from GitHub about this issue. Not even an automatic one.

In the meantime, because of the response I got on my first Opensource.com article, I have decided to become a community moderator there. On June 1st, I’ve started my volunteering duty. Prior to OSCON, I interviewed Ben Balter from GitHub and learned some new things about the current state of open source licensing at GitHub. I thought about mentioning my support issue to him during our email conversation, but decided not to.

Last night, while I was browsing GitHub like I usually do, I stumbled upon an AMA repository run by Mark Otto, another person working for GitHub. So, I asked him a question.

Finally, 82 freaking days after I sent my first email, I got a freaking response from someone within GitHub! My issue is still not resolved, but now at least somebody replied to me and gave me hope that somebody might look it up and freaking work on getting this issue resolved!

And so, what seemed like a pretty easy support issue that could be resolved in a matter of minutes turned out to be my worst customer support experience ever. During those 82 days, I could have gotten a new credit card three times and bought like 15 domains from my allowance. And yet, here I am, still using a .github.io domain and hoping to get this issue resolved and finally get a freaking domain for my blog. Fuck!

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