Why can't I ask customer service-related questions here, like:

  • The service is down. Fixed it!
  • When will [some new feature] be released?

Can I ask questions about using their app? How is that different?

up vote 4 down vote accepted

Why can't I ask customer service-related questions?

Because we don't know the answer.

Oh sure, there might be some intrepid soul who has sailed these waters before, and come out alive. They might even be able to offer some insight. There might even be the occasional employee wandering these hallowed halls. But here's the problem:

We're not Google, Facebook, Microsoft, or Apple Customer Service.

We don't set policy for these companies. We don't have telephone lines, confirmation code generators, or any authority to make decisions on your behalf. We don't track changes to policy, except by anecdote and hearsay, so any answer we give you today is going to be wrong tomorrow, if it isn't already wrong.

Here's the other problem:

We're not here to act as customer support on any company's behalf.

That's not our mission. We're here to help you with your challenges using a web app. If that web app includes a coding feature (macro, script, custom JavaScript/HTML/CSS, fine. We're more than happy to help you with that. But we don't know if the service outage will be restored soon. We can't give you a confirmation code either solve pay issues. We don't know how long it will take them to release that shiny new thing.

We just don't know. All we can do is refer you to customer support.

But I was referred here by [company] for support!

Yes. For your on-topic, how-to questions. For your questions having specifically to do with using a web application. But for questions that involve customer service issues, you need to contact the company directly.

If the referring company did not give you clear guidance as to what types of questions would be a good fit for Web Applications, contact the community team and let them know; they might be able to reach out to the company and help them establish better guidance to avoid confusion for everyone.

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