They do have a user ticketing system (Uservoice), there is just no user facing view of it.
When you send an email to [email protected] (or any of the public email addresses they put on blog posts), it goes to Uservoice. Then it gets triaged, depending on the severity of the ticket, if it falls into account or developer related support it gets assigned into a queue (at times it gets put in the wrong queue and then has to get reassigned). But long story short there is a system.
Phone support is also being worked on were told.
That said I do love Stripe but I do agree that support needs to be fixed, though I may have a bias as I see a much higher percentage of upset users than most.
When you send an email to [email protected] (or any of the public email addresses they put on blog posts), it goes to Uservoice. Then it gets triaged, depending on the severity of the ticket, if it falls into account or developer related support it gets assigned into a queue (at times it gets put in the wrong queue and then has to get reassigned). But long story short there is a system.
Phone support is also being worked on were told.
That said I do love Stripe but I do agree that support needs to be fixed, though I may have a bias as I see a much higher percentage of upset users than most.