A request from a random HNer – could you also commit to observing what the user's interactions with your customer service have been so far; and improving each of those, instead of nebulously "escalating" (where people will unblock an account because the CEO mandated it from up on high)?
Otherwise, you are contributing to a pattern where HN becomes de facto Tier 1 Customer Service, similar to how Twitter was a few years ago. This is already the case for various Google services [1], but I would hope that we don't want to normalize it for every service.
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[1] A familiar pattern to most of us – Ask HN: Google suspended my account without warning; Googler escalates internally; problem is solved
Otherwise, you are contributing to a pattern where HN becomes de facto Tier 1 Customer Service, similar to how Twitter was a few years ago. This is already the case for various Google services [1], but I would hope that we don't want to normalize it for every service.
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[1] A familiar pattern to most of us – Ask HN: Google suspended my account without warning; Googler escalates internally; problem is solved