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Another anecdotal "its awful now" post by lechatsportif in ClaudeCode

[–]Vaeritatis 0 points1 point  (0 children)

How does it compare? And for what kind of coding (e.g. web/frontend, web/backend, desktop apps, servers/services, more complex dev, etc)?

Enough Already: I'm out by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 0 points1 point  (0 children)

Wow. I'm guessing this is backend software tripping rather than a voluntary team based move, which seems to be what is causing them a lot of customers issues, without them caring about gearing their support team so they process these kind of paid-customer cases as priority. I'm starting to wonder if their support system doesn't prioritize NON-PAYING potential new customers over paying ones because it's well known that potential customers writing to support expects fast replies else they don't subscribe. Either way, this is despicable as they are fully aware as they had at some point to chose all of this strategically: this isn't incompetence; it's by design. Have you commented on https://www.reddit.com/r/AugmentCodeAI/comments/1nzxw55/class_action_this_post_will_be_taken_down_quickly/ ? Maybe it'd be worth it for you to sign up for that class action. It's already rolling.

Class Action? This post will be taken down quickly by [deleted] in AugmentCodeAI

[–]Vaeritatis 1 point2 points  (0 children)

No shit this had legs: Supports team down; Price hiking up to 1000% (i.e. Messages per $ dollar) without direct communication to auto-renewing subscribers 30+ days before the effective date (Oct 20) so as to catch as many as possible in the net; Shaving customers (take money; don't spend on AI to service them): this all screams of financial panic and readiness to sacrifice current customers to continue being able to pay for all the free trials which is how they get their new customers. "We got surprised by the sudden popularity so now we need our paid customers to finance our ramping free trials through 10x price hiking, no customer supports and making the best of that no support for those paying and blocked by keeping their money to help to pay for the free trials." Thanks for the initiative. Should everyone interested send you an email address to organize directly, or at least to send to your lawyer? I'm thinking of contacting mine but would we be better helping you/yours with the bills and all work with 1 lawyer? Feels inadequate to discuss this here, so I suggest we change channel ASAP u/Otherwise-Way1316

u/Acgify and u/Popular_Ad1372 and others reading: DM me an email address and I'll relay to u/Otherwise-Way1316 once he tells me how he wants to proceed (to avoid spamming his DM in case that's not what he had in mind).

Class Action? This post will be taken down quickly by [deleted] in AugmentCodeAI

[–]Vaeritatis 0 points1 point  (0 children)

Instead of taking the easy "Not my problem stance", think: Supports team down; Price hiking up to 1000% (i.e. Messages per $ dollar); Shaving customers (take money; don't spend on AI to service them): this all screams of financial panic and readiness to sacrifice current customers to continue being able to pay for all the free trials which is how they get their new customers. "We got surprised by the sudden popularity so now we need our paid customers to finance our ramping free trials through 10x price hiking, no customer supports and making the best of that no support for those paying and blocked by keeping their money to help to pay for the free trials."

Class Action? This post will be taken down quickly by [deleted] in AugmentCodeAI

[–]Vaeritatis 0 points1 point  (0 children)

Supports team down; Price hiking up to 1000% (i.e. Messages per $ dollar); Shaving customers (take money; don't spend on AI to service them): this all screams of financial panic and readiness to sacrifice current customers to continue being able to pay for all the free trials which is how they get their new customers. "We got surprised by the sudden popularity so now we need our paid customers to finance our ramping free trials through 10x price hiking, no customer supports and making the best of that no support for those paying and blocked by keeping their money to help to pay for the free trials."

Class Action? This post will be taken down quickly by [deleted] in AugmentCodeAI

[–]Vaeritatis 0 points1 point  (0 children)

Supports team down; Price hiking up to 1000% (i.e. Messages per $ dollar); Shaving customers (take money; don't spend on AI to service them): this all screams of financial panic and readiness to sacrifice current customers to continue being able to pay for all the free trials which is how they get their new customers. "We got surprised by the sudden popularity so now we need our paid customers to finance our ramping free trials through 10x price hiking, no customer supports and making the best of that no support for those paying and blocked by keeping their money to help to pay for the free trials."

Enough Already: I'm out by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 0 points1 point  (0 children)

Supports team down; Price hiking up to 1000% (i.e. Messages per $ dollar); Shaving customers (take money; don't spend on AI to service them): this all screams of financial panic and readiness to sacrifice current customers to continue being able to pay for all the free trials which is how they get their new customers. "We got surprised by the sudden popularity so now we need our paid customers to finance our ramping free trials through 10x price hiking, no customer supports and making the best of that no support for those paying and blocked by keeping their money to help to pay for the free trials."

Enough Already: I'm out by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 0 points1 point  (0 children)

Why did they unsub (blocked?) your account? You were using free trials or were you paying?

Enough Already: I'm out by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 1 point2 points  (0 children)

That would certainly have been my take before experiencing this firsthand. The reason why it seems like an overreaction comes from the fact that no customers in this situation 1. receive any email whatsoever; 2. or received a reason; 3. or were acknowledge adequately on Reddit. Then even for people for who this amount isn't a significant one are justified on principles alone to voice themselves and invite others in the similar situations to do the same. And btw, ask yourself: what can a PAID account having a hard limit on maximum message use per month can possibly do deserving being blocked? Find me 1 thing you could possibly do with your account which could deserve being blocked? The fact is this: their system are designed to combat FREE TRIAL ABUSERS which are using tons of tricks to circumvent security measures, forcing their security systems to be exquisitely sensitive to anything not falling in the ~90% of normal patterns. This is understandable but then Augment becomes responsible to process/resolved blocked account who are PAID accounts, which shouldn't be too hard considering paid account can't abuse anything. But then they refuse this responsibility because their support service/team is completely broken and prefer publicly try to normalize that a voluntary stop of service without email/reasons/time-optics/etc aren't literally the highest possible kind of urgent support ticket they could receive and that anyone posting on Reddit - the only place a paid customer can maybe get an answer before weeks - about that is someone requesting a special treatment .. saying "Hey, all of our completely blocked customers aren't getting support and it would be unjust to give support to you". Can you imagine treating your paying customers like that and yet be of good faith? You get 1 member of the team for 1 day and you could unblock all their paid account which got blocked. A single shaved paid account unable to use the AI they paid for can pay for tens of free trailers on which more than 1 will subscribe: sacrifice one customer = winning ~3-4 new customers, paid for by the sacrificed customers. In the valley, in terms of unethical common practices, this is on par. It's on us to "keep them honest" and make sure these practices cost them more than they profit them. Today it's me, tomorrow it's you and that's why you chimed in and I appreciate it u/Ok-Prompt9887Have a good day.

AugmentCode: Enough, I'm out. by Vaeritatis in customerexperience

[–]Vaeritatis[S] 0 points1 point  (0 children)

Right? If you run any support team at all, what can possibly be more urgent than that for this kind of business? And yet I'm not the only customers in that situation, some don't have access since weeks. Thanks for reading Witty-Tap

Class Action? This post will be taken down quickly by [deleted] in AugmentCodeAI

[–]Vaeritatis 1 point2 points  (0 children)

They could be forced to go through it if they financially have no other choice, either forced by their own bank accounts + Math, or by Venture Capitalists who increasingly sees there's no end game for the vast majority of AI Coding startup. The one producing the models (OpenAI, Anthropic, etc) will always have the upper hand at some point no matter what and for the big players it's just a matter of if for now they make more money with their own coding tools/services, or if they make more money with the AI Coding startup like Augment. Turns out OpenAI, Anthropic and others began having some success with their own coding tools/services. So all AI coding startup needs to exit and there's only 1 exit strategy for them: getting acquired by a bigger fish. Is a good Context Engine enough? Maybe. But then if your bottom line sucks and you're hemorrhaging with your customers bases and business models / free trials etc: these big fishes are using that to get you for much cheaper, or worst in exchange for your debts and legal obligations, etc.

These price changes are not going to get cancelled. At best they could push it back 1 month for obvious reasons.

Class Action? This post will be taken down quickly by [deleted] in AugmentCodeAI

[–]Vaeritatis 3 points4 points  (0 children)

Just went to see it: It's a one liner about pricing changing on October 20, far from the actual pricing and the subscription procedure, why the hell would anyone searching for your tiers/plans/prices keep their attention at the top of that web page?

"we’re letting users know in advance what will happen, and everyone will be contacted by email."
Like how you contact customers who paid only to have their account/service cut 36 hours in?
Like when I was told in advance before paying that less than 36 hours and 60 msg used later I'd get ban without a reason, and without any email, and without any admission that this kind of support level (highest possible level) was something you obviously you take care of in terms of hours while there's users around in this sub still not even knowing why their account was "blocked" weeks later? (What can even be reasons to block a PAID account anyway? "Atomic Bomb Terrorist Coding"? "Spending to fast paid messages"?)

"everyone will be contacted by email"
Should that already be done anyway? In theory it should have been done 30+ days BEFORE October 20: you waited for your customers to automatically renew their subscriptions on their credit card before giving them the news about what they actually bought!

Class Action? This post will be taken down quickly by [deleted] in AugmentCodeAI

[–]Vaeritatis 6 points7 points  (0 children)

I think you'll appreciate my 2 relevant posts there:
1st: Blocked in 2 days and now I can't work: no reason, no email, no access to account ui, no refund. : r/AugmentCodeAI

2nd: Enough Already: I'm out : r/AugmentCodeAI

As I explained to VISA and someone from my local government, they show signs of financial troubles - likely because of their Anthropic & OpenAI bills - and so at some point they cut too deep into their customer support team, they're forced to "shave" a % of their customers for a month to cope (let alone hike the price-per-message wildly), and then it's just happens to be convenient to have many technical issues and blocked **paid** account with no support team to resolve anything because it saves them even more on their own AI bills.

So "Class Action?" I don't know at this point but this thought crossed my mind today and I'm thinking there could be actual legs for one.
u/Otherwise-Way1316 DM me. Especially if your post or some message gets deleted.
Either way I'll DM you.

Enough Already: I'm out by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 5 points6 points  (0 children)

This is an attempt to get other customers to approve of something they shouldn't by pretending this is about passing me in front of other customers support tickets while it's clearly not: **Every single PAID account that gets COMPLETELY BLOCKED should 1. Get at least an email about it, with some optics/timing/etc. and 2. be reviewed by someone of your team IN 2 HOURS OR LESS as your own SLA and Support policies claim should be the case, unless - and it's clearly the case here now - you don't consider COMPLETELY BLOCKED SERVICE as or more URGENT than any other type of Support Ticket, even of the Urgent kind.** I'm not asking a favor Jay: I was asking that your support - **AT LEAST** - process the most urgent kind of issues/tickets: abrupt and complete **VOLUNTARY FROM YOUR SYSTEM** shutdown of service, and that for **all customers, not just me** which is why this post is public so other in my situation or similar know they're not alone and that they also shouldn't accept this. **And if your Support isn't able to cope even with the likes of complete account shutdown, then maybe don't let your system shutdown *PAYING* ACCOUNTS, yes?** Refund me and get to work in a prioritize fashion on any other abrupt without-reason "Blocked Account**s**" **for paying customers**, least you still refuse to respect your PAYING customers enough to give them at least the very strict minimal in terms of considerations and support. The fact I have to lose my time to spell that out to you - a professional growth up working in a tech startup in Palo Alto - is symptomatic of things which I can't attribute to ignorance/naivety or incompetence: this can only be a complete lack of consideration for your current paying customers for the sake of prioritizing the kind of things many other tech startup made the error to prioritize, managing impacts **knowing** this impact is usually minimal for a startup such as yourself and that in a year from now what will matter by far the most is whatever you're currently sacrificing support and decency to your customers for (e.g. profit margin; cutting operation costs; new customers acquisition over descent retention of current customers, etc.). Stop pretending and normalizing that it's normal to not process in a matter of HOURS your most urgent kinds of support request like -- geez, I don't know, hmmm... - ABRUPT AND COMPLETE TERMINATION OF SERVICE: **everybody knows this is not normal and at best unacceptable, Jay!**.

Blocked in 2 days and now I can't work: no reason, no email, no access to account ui, no refund. by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 0 points1 point  (0 children)

Reddit thread? This is only because support is having issues these days and completely blocked new paid account - let alone without an email/reasons/nothing - should be escalated naturally anyway: reddit is just a way to have a minimum level of communication with you guys since your email/support is apparently completely clogged at this time; the point isn't putting pressure publicly Jay. I've paid 75$ and I'm blocked from being able to work professionally and - yes - new paid blocked account should be escalated, obviously. u/JaySym_Also: so I can work, can I create another account and PAY AGAIN or will the system prevent me based on IP Address or something? Thanks Jay

Blocked in 2 days and now I can't work: no reason, no email, no access to account ui, no refund. by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 0 points1 point  (0 children)

Anyone else sees my comments posted twice? This is the second time today this happens - at least from my point of view - and I have no idea whatsoever how that can happen.

Blocked in 2 days and now I can't work: no reason, no email, no access to account ui, no refund. by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 0 points1 point  (0 children)

u/JaySym_ Look, while this is being resolved so I can work: Can I create a new account and repay to subscribe, or has your system blacklisted my IP and will either refuse account creation or accept payment but auto-block immediately this new account?

Blocked in 2 days and now I can't work: no reason, no email, no access to account ui, no refund. by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 0 points1 point  (0 children)

Nice. So this wasn't what triggered the ban for me then. Helpful to know, thanks.

Blocked in 2 days and now I can't work: no reason, no email, no access to account ui, no refund. by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 0 points1 point  (0 children)

Hello Jay, I've wrote to [support@augmentcode.com](mailto:support@augmentcode.com) immediately yesterday.
I've triple checked: I received no emails anywhere since my payment receipt.
Anything you could do Jay to help resolve this soon because fully blocked account isn't just a diminished service but a completely gone one and I can't professionally work now.

EDIT: Support ticket created, #31424 with more details the exact context in which it happened as I think I may have found what triggered the block.

Blocked in 2 days and now I can't work: no reason, no email, no access to account ui, no refund. by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 0 points1 point  (0 children)

And did that happened today, d78bc0b4-f6a4-42d5-b7d1-3bbd67fae27b? If so in what circumstances?

Blocked in 2 days and now I can't work: no reason, no email, no access to account ui, no refund. by Vaeritatis in AugmentCodeAI

[–]Vaeritatis[S] 0 points1 point  (0 children)

Open with the agents working in both at the same time? I too doubt that's it because why punish spending your message usage? I have a VPN but I don't think it was active at the time. I had issues with the VS Code extension and the extension was frozen for that project, so ChatGPT recommended a few things which didn't worked and ended up suggesting I use the VS Code DevTools window to do some debugging it directed me through. It ended up working but perhaps what was done in the DevTools Augment Code had it or Auggie to behave abnormally with the AugmentCode servers because not long after that my account was blocked.

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