Whatever happened to holding someone to task?<p>The co-founder acknowledged problems but offered reasons instead of a solution. I don&#x27;t care how hard their job is, I care if they offered a solution for the specific person who complained. (They did not.)<p>If they know they&#x27;re unable to cope with load they should auto-refund customers who ask rather than waiting till they ramp up their CS team. Misaligned incentives or what?