Now you've just established the fact that HN is a good place to raise problems with YC companies. :-)

It even works for Google, why wouldn't it work for YC companies?

My impression is that this forum provides some extraordinary benefits to YC companies. It's only natural that it would introduce a few risks as well.

One would hope that moderation will be just enough to keep HN from becoming a catch-all support site, without stifling the conversation altogether.

It's effective this time.

It wouldn't be effective if it became a complaint board.

Very glad to see that the CEO cares enough to comment, though. Good faith there, even if the op was "against the rules".

Have you sent him a copy of all of his data? That may go a long way toward reducing/eliminating the risk to his business whilst you reach out.

Your note here suggests you may not have spoken with him yet, and may not even have a confirmed time for a phone call.

Hey Michael,

This is tangentially related, but one of Dr. Dal's complaints was about raising your pricing for billing services. He made it sound like these were a fixed fee, which would be unusual for the medical billing service industry.

Nearly every medical billing service I've seen charges a percentage of collections, and I've seen them range between 4% and 10%. It's a model that seems to work well from the perspective of a provider, since the billing service is financially incentivized to collect more.

Have you decided on a different pricing model for drchrono, and if so, what made you decide to deviate from the norm?

This is how the first thread should have been resolved. Great answer and I really hope both sides benefit from the following conversations.

Which is also a reason the thread should have been killed. If posting here works for customer service, this turns into a different kind of forum.

If "customer service" needs to be elevated to this level, something is severely wrong.

I'm assuming DrChrono is in PST. The previous thread may have been killed before the CEO even woke up.