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Comment by rickyc091 | Hacker News Reader

I beg to differ. They are definitely releasing a lot of features lately, but I feel that their core product is degrading. There has been a lot of bugs lately with Heroku.

To list a few, right when the whole debacle regarding concurrency started, they had a bug with their scheduler which wouldn't terminate processes. What ended up happening was that customers got billed for processing time they didn't use. Heroku fixed the billing issue after they were told of this issue. There was also a minor security issue where you could grant applications access to heroku via oauth, but you couldn't reject it. Not a huge deal, but it would be nice to revoke apps instead of leaving them out in the limbo. I could probably name off a few more issues I've been having with Heroku, but my point is, I'd rather they spend more time fixing the current issues instead of spinning off new features.

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For starters, I'd love my support request to actually get responded to. To this day (one month later), the support request is still opened. The issue was fixed, however those who were affected received a canned respond. I'm sure thousands of paying customers would not have been aware they were over charged.

"We discovered that your February invoice # was not calculated correctly beacuse of an issue with our usage data system. We have not charged your credit card while we've been investigating and repairing the issue. We will run automatic transactions within the next two business days to collect on your February charges. You can see your corrected invoice on the dashboard:

  https://dashboard.heroku.com/account

We apologize for the inconvenience this has caused."

[reposting stolt45's comment that got killed]:

Hey Ricky, we've definitely had some billing related issues recently. We've just finished the initial stages of moving onto a new system which should help clear up the cause of the issues like the one you mention in your last post. Sorry about the delays. If you email me at chris [at] heroku [dot] com and I'll make sure you're taken care of.

Thanks ddagradi + bgentry. Jen from Heroku got back to me shortly afterwards.

they had a bug with their scheduler which wouldn't terminate processes. What ended up happening was that customers got billed for processing time they didn't use. Heroku fixed the billing issue after they were told of this issue.

Is there something about our response here that you were unhappy with? Yes, we had a bug. No, we didn't notice it until we were told about it. But we fixed the bug as soon as we could and refunded affected customers. Obviously it would have been better if the bug was never introduced, but I'm not sure what aspects of our response you'd like to see improved.

edit:

I can only assume that the downvote was because this may have come across as an attack on you. On the contrary, I was merely trying to figure out exactly what part of this experience you were unhappy about. Everything you mentioned in your first post sounded like we had done everything we could have done, and yet you sounded unhappy.

Thank you for giving us more info on your experience so we can try to improve on those areas. I'd encourage you to reach out to Chris so we can figure out what happened with your support ticket.

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