We shipped a bug that resulted in a surge of tracked users on Segment.io and a $1700 bill, support told us to F off

It sounds like you've encountered a frustrating situation with Segment.io, a bug that unexpectedly increased the number of tracked users and resulted in a significant bill. Here's how to approach this issue: 1. **Document the Issue**: Gather as much information as possible about the bug, including the exact behavior, the number of users affected, and any error messages or logs that might help illustrate the problem. 2. **Communicate with Support**: While it's understandable that you feel upset by their response, it's important to continue communicating with Segment.io support. Provide them with detailed documentation of the issue and the impact it has had on your operations. Request a meeting with a higher-level support representative or a manager if necessary. 3. **Seek a Resolution**: Clearly outline the steps you would like Segment.io to take to resolve the issue, such as rolling back the recent update, providing a credit for the unexpected charges, or offering a discount on future bills. Be specific about what you're asking for and why. 4. **Escalate if Necessary**: If Segment.io is unresponsive or unwilling to address the issue, consider escalating the matter. This could involve reaching out to their customer service department, writing an email to their CEO or support team, or even posting about the issue on social media or review platforms. 5. **Review Your Contract**: Check your contract with Segment.io to see if there are any clauses that address unexpected changes in usage or billing. If there is a clause that seems relevant, use it to your advantage by referencing it in your communications with support. 6. **Explore Alternative Solutions**: While you should continue to resolve the issue with Segment.io, it might also be beneficial to explore alternative tracking solutions to minimize any further disruptions to your operations. Remember, maintaining a professional and respectful tone in your communications can often lead to a more favorable outcome.