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Ask HN: How to (realistically) get recourse from a large tech corporation?

3 points by legitster ↗ HN
I have pretty conclusive proof that a well-known software glitched and wrongfully performed an operation. In this case it affects several users monetarily.

Something is clearly in error, and we now have a conclusive paper trail about this glitch. Despite extended conversation, the company's support refuses to acknowledge the glitch or take any responsibility for it. To the point of blatantly refusing to honor their own invoices or stated agreements.

When you have a large tech corporation clearly in the wrong, with a conclusive paper trail that they are wrong, but they refuse to do anything about it? The stakes are fairly low (<$200) - what's realistically the next option? An internal email campaign? Small claims court? Document the glitch for posterity?

5 comments

[ 4.3 ms ] story [ 28.6 ms ] thread
achandlerwhite
Maybe try arbitration?
legitster
Looking into it. It sounds longer and more expensive than small claims court.
JohnFen
If you want them to cover your loss, then small claims is the only real choice here unless you agreed to some sort of arbitration clause. Hopefully, you didn't.

If you want to warn people about this behavior, then naming and shaming with evidence is the only real choice.

Those options aren't mutually exclusive.

legitster
Unfortunately, the platform in question (Airbnb) is already notorious for bugs and bad support. Ah, well.
JohnFen
AirBnB has an arbitration clause, so you can't use the courts to address your grievance (at least until you go through the arbitration process first). So small claims isn't an option here.

This problem is why arbitration clauses are terrible.

Your loss isn't a lot of money. If I were in your shoes, I'd just consider it as the tuition to a class teaching me to never use AirBnB again.