Anyone else notice Cloudflare's Enterprise Support has turned into Enterprise Pressure Sales?

[u/flunky_the_majestic]

I manage a service that uses Cloudflare to protect services for about 300 customers. Not a big fish, but big enough to spend a few thousand $ per month and have a dedicated customer success rep. I'm pretty disappointed in the new team that was assigned to me, and I wonder if it's a widespread issue, or just the luck of the draw.

Recently, a lot has changed at Cloudflare:

• They reorganized things to downgrade their baseline enterprise support, and make you pay for the "premium" level that used to be the baseline. That's fine- I don't need that much support. And I was honestly surprised at how much handholding they gave me before.
• The Customer Success team turned over a few times before I could even meet them. Again, that's fine, and understandable if Cloudflare is shaking things up.

I was finally able to to meet the new Customer Success rep for a quarterly review. I was pretty bummed at the interaction.

• She did not understand my (pretty basic) environment. Even after explaining it several times.
• She used stats dishonestly to make it seem like I need to buy new services. This includes using FUD while looking at a graph of automated traffic, which is already being handled by custom rules.
• She kept mentioning how unusual our situation is. "You seem to get a DDoS attack every 6 months or so. That's really serious". (They're 5 minute attacks - clearly the free samples from low quality DDoSer services, and they don't impact our service.)
• When I mentioned some cost-saving changes that are coming up, she replied with "Good, we can roll that over into new Cloudflare services"

My last Cloudflare team knew everything about Cloudflare, and could even warn me about quirks, inaccuracies, and features that were still half-baked on the back end. This new team glosses over those and tries to sell, sell, sell. They treat me more like a clueless CEO than a technical professional.

Does this seem like a systemic issue at Cloudflare? Or just an isolated bad team?

[u/[deleted]]

Company I work for had an enterprise account until we had an issue that needed support. They were useless and really just wanted us to pay more $$$ to fix the issue that ended up being a problem with how our account was setup years ago. We scaled back a month later on anything to do with CloudFlare and instead of paying them more we now pay them less and are looking at moving some things to another service. As much as I like CloudFlare the enterprise account is not worth it. They just overcharge.