Customers shouldn't have to bother random employees to get support on critical issues. In general I think Stripe does a pretty good job with support compared to other big tech firms - the inability to reach humans is problem endemic throughout the industry.

It's a shame because a good customer support interaction can create a serious evangelist (hard to quantify but extremely valuable). Maybe Stripe knows this because they put a lot of effort into appeasing the HN community (many developers/entrepreneurs who make processor purchasing decisions). I wish they'd apply this attitude to all their customers.