Tell HN: Gitlab wants us to pay for support.. to fix their billing issue

15 points by Danieru 3y ago ↗ HN

We've been using gitlab for a number of years now. Paying for multiple 60$ per year 10GB LFS storage packs.

This morning I bought another, which triggered a billing issue. It appears we've been triple charged.

So I opened a support ticket: which was auto-closed.

Their bot's explanation is that we need to have a "named contact with an organization that has a paid subscription".

I thought maybe this was a bug, but no I opened a second ticket under my username's email and it too was instantly closed.

So now we've overpaid for storage we cannot use, and cannot even contact support to have the issue fixed.

3 comments

[ 2.6 ms ] story [ 20.9 ms ] thread

kstenerud 3y ago ↗

Gather the contact info of everyone you can find at the company and contact them, describing the problem. I doubt that this is intentional, and I would bet that they would want to know about this.

Another possible approach if things become desperate would be to open issues on projects run by Gitlab employees.

ahazred8ta 3y ago ↗

They changed the rules last month. You were supposed to update your 'named contacts' info.

https://support.gitlab.com/hc/en-us/requests/new?ticket_form...

Your problem type is 'Manage my organization's contacts'.

ipaddr 3y ago ↗

Thanks for sharing. In your situation I would start moving to new solution.. do a charge back and move on. The worry is this won't be the last bug and making the support process so difficult means it will fail when you need it the most and you might not get upvoted on here to solve your issue which is a risk