Wouldn't be the first time someone said that prior to being acquired, only to realize later that they do not have the influence over upstream decisions that they imagined they would.
When I give my commitment and my word that we won't do anything that would compromise our product or our service, I do so with eyes wide open. Again, I'm not making any statement about the rumors that others are fueling. However, I do want to be very clear about our principles and the fact that everything we do will be driven by our commitment to deliver great products and fantastic service to our customers. That means I’d have to be very confident in our ability to do that for any path we choose – with no cop-out of “I didn’t know”. There will be no deviation from that – you have my full commitment on that.
While you are here, one interesting positive I could see from joining up with PayPal is letting people use Braintree without a merchant ID (the main drawback of Braintree, I run a Shopify store for someone and can't get Chargify set up on Braintree because of this).
That's where the defensiveness comes from. I love Venmo and do not like PayPal. Coming in here helped make me feel a bit better about this potential merge.
So while I understand the necessity of the linked blog post, it doesn't really address my concern - which is that PayPal has notoriously awful customer service, and the thing I value most about your company is your customer service. And despite all of your best intentions, the culture of very large companies inevitably affects (or replaces) the culture of the companies they acquire. I've been acquired before. I know how it goes.
At the end of the day, all I care about is that I continue to get the same level of customer service from your company. The moment that changes, I'll go somewhere else (probably Stripe).
And we just notified our entire customer base that they can kiss their Paypal problems goodbye because we've switched to Braintree. How does that look now?
I have my fingers crossed that this sale does not go through.