To be fair, GP did say he didn't mind if they delayed answers until they've remediated the issue.
>you aren't actually entitled to answers to all of your questions. You are obviously free to take your business elsewhere if their answers aren't satisfactory.
I would agree, generally. But this is an issue wherein the company has failed the trust that was previously placed in them by the customer. The customer already made the decision to give the company his business and so could incur harm, even if he subsequently chooses to take his future business elsewhere.
So, I believe customers are certainly "entitled to answers". Judging from the way Kickstarter is handling this, it appears that they agree.
"But this is an issue wherein the company has failed the trust that was previously placed in them by the customer. The customer already made the decision to give the company his business and so could incur harm, even if he subsequently chooses to take his future business elsewhere."
Seriously? You think this is going to materially impact kickstarter? [1] That all of the sudden people will stop having projects and people will stop funding projects. That this is like the Corvair and "unsafe at any speed" or Audi unintended acceleration? To things like this a typical end will think "happens to everyone yawn what's for dinner".
[1] If anything the publicity of the break will help kickstarter if it gets any national media attention (I don't think it will but other security breaches have). Things like this are usually bad for well known brick and mortar companies (say Target) but not the same for a company at the lower level of brand awareness of Kickstarter. Very familiar to all of us on HN but in terms of the general public in fly over country not that well known. Remembering early stories of nasty stuff on ebay and craiglists that got mentioned that only helped them.
To be fair, GP did say he didn't mind if they delayed answers until they've remediated the issue.
>you aren't actually entitled to answers to all of your questions. You are obviously free to take your business elsewhere if their answers aren't satisfactory.
I would agree, generally. But this is an issue wherein the company has failed the trust that was previously placed in them by the customer. The customer already made the decision to give the company his business and so could incur harm, even if he subsequently chooses to take his future business elsewhere.
So, I believe customers are certainly "entitled to answers". Judging from the way Kickstarter is handling this, it appears that they agree.