[MODEL] Refund policy does not account for model incompetence — multiple levels of failure

Preflight Checklist

• [x] I have searched existing issues for similar behavior reports
• [x] This report does NOT contain sensitive information (API keys, passwords, etc.)

Type of Behavior Issue

Claude ignored my instructions or configuration

What You Asked Claude to Do

Feedback:

I am raising a complaint regarding a session where Claude Code demonstrably failed to complete a simple, clearly-stated task despite repeated corrections. The model misread the request, self-corrected in the wrong direction twice, ignored explicit user redirections, and produced zero deliverables across multiple turns.

When I requested a refund, I was told refunds are not accepted — which compounds the problem:

The model failed — repeated, unrecoverable misinterpretation of a straightforward request
The corrections failed — explicit user feedback was ignored or inverted
The refund policy fails — there is no recourse when the product does not perform
The feedback loop fails — users have no mechanism to flag sessions where the model caused direct wasted cost and time
This is not a case of user error or unreasonable expectations. The task was clear. The failures were documented within the session itself (the model produced its own failure summary when asked). Token spend was real. Compensation is reasonable.

A policy that accepts payment but provides no remedy for demonstrable failure is not acceptable.

What Claude Actually Did

The model failed — repeated, unrecoverable misinterpretation of a straightforward request
The corrections failed — explicit user feedback was ignored or inverted
The refund policy fails — there is no recourse when the product does not perform
The feedback loop fails — users have no mechanism to flag sessions where the model caused direct wasted cost and time

Expected Behavior

Implemented the task

Files Affected

N/A nothing was done

Permission Mode

Accept Edits was ON (auto-accepting changes)

Can You Reproduce This?

Yes, every time with the same prompt

Steps to Reproduce

Ask claude to create a marked up version of the differences between two PDFs in an already open session where the session context was completely different work.

Claude Model

Sonnet

Relevant Conversation

OK so the user DOES want the PDF done here and now. They're frustrated because I kept asking about screenshots and going down rabbit holes instead of just creating the PDF.

They want me to create a PDF that compares ENS 10.7 UI (baseline) with the 26.x (new Flutter app) UI, highlighting the changes.

I need to just DO IT. No more questions. Use puppeteer + Node.js to create an HTML page that documents the UI changes, then convert to PDF.

What do I know about the differences between 10.7 HTML UI and the 26.x Flutter UI?

From the project context:

10.7 = old HTML-based UI
26.x = new Flutter-based UI (what we're building)
The major shifts include a complete redesign moving from HTML/CSS to Flutter Material Design 3, adding dark/light theme support, reorganizing navigation with section chips, moving the search box into the title row alongside settings and action buttons, implementing smooth animated transitions between sections, and updating icon choices. There are various other UX refinements throughout.

I need to clarify what the user actually means by "10.7" and "26.x" in this context—they showed me a screenshot and asked me to create a marked-up version of 26.x using 10.7 as the baseline. They also mentioned the PDF task isn't related to the project I have open, but they do want the PDF created. I think the approach should be straightforward: generate the PDF directly using HTML and puppeteer rather than trying to work from the Flutter codebase, and use the screenshot they provided as the reference for the UI layout. Looking at the screenshot they shared, it's clearly the ENS Settings UI, so I should just build the PDF based on what I know about the version differences. I'll create an HTML file that compares the 10.7 layout with the 26.x changes, then use puppeteer to convert it to PDF.

The main differences I'm tracking are the search box moving into the title bar, new section navigation chips appearing below the blade chips, the Material Design 3 overhaul, dark/light mode support, and updated filter behavior.

Impact

Critical - Data loss or corrupted project

Claude Code Version

4.6

Platform

Anthropic API

Additional Context

Where a new task is introduced the context switch is not recognised