7 ms·
Oof, this Twitter thread looks particularly bad, especially the response from the official Gandi account. https://twitter.com/andreaganduglia/status/1215199147
by EnderMB 7y ago
Oof, this Twitter thread looks particularly bad, especially the response from the official Gandi account.
https://twitter.com/andreaganduglia/status/1215199147701231616 https://twitter.com/andreaganduglia/status/12151991477012316...
While I appreciate that there are real people behind these companies that are probably having a really rough time right now, the criticism that Gandi are getting as a company is justified - and if Gandi are truly a "no bullshit" company they need to put something out to their customers asap.
- binarysaurus 7y agoJulie Pelloille, responsible for comms, appears to be going a bit too far with this.
- duxup 7y agoThe number of people who have control of social media accounts for companies who do not understand how to relate to people / basic customer service / can predict how their post will be received is shocking. I worked at a company of 5K+ people and one of the folks in control of the twitter account(s) would come to me with questions. Now I applauded them for coming to me for technical questions before posting, that was great, but they absolutely did not have the self awareness / understand what to say / when to say it and etc. But hey they were tied to a high ranking person (who also had no clue) so they had access to the account. In my early days I worked PC customer support... I feel like that comes in handy all the time.
- danr4 7y agoScreenshotted in case (when) they delete it https://i.imgur.com/s3R1VVc.png https://i.imgur.com/s3R1VVc.png Using memes after permanently losing customer data is extremely disrespectful.
- yingw787 7y ago...not losing data is the ONE thing I expect companies to get right. I could handle downtime, circular customer support, high prices, horrible UX, and all that. But losing or corrupting data? Heck no. A company that loses customer data in production is the exact type I would expect to mock their customers using memes.
- deleted 7y ago[deleted]
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- chrisseaton 7y agoWhy are they going out of their way to be disrespectful to their customers during a crisis? This is bizarre.
- throwawayhhakdl 7y agoProbably because “they” == some individual social media rep
- chrisseaton 7y agoThere's at least two of them going out of their way to be snide and snarky there - Julie and Stephan.
- deanmoriarty 7y agoStephan is the damn CEO of Gandi! Unbelievable.
- kryogen1c 7y agoThis is god damn unbelievable "Andrea, sorry about that and the incident. If we led you to believe that you had nothing to do on your side when warned multiple times to make your back ups, then we'll have to make it clearer, and stop assuming that it's an industry wide knowledge."
- dmix 7y agoAfter another support person made a joke in response to his very serious post. This is one of the worst responses I’ve ever seen from a company, and I’m not being hyperbolic.
- alpaca128 7y agoBig words for a company that's in trouble for not backing up data themselves.
- ocdtrekkie 7y agoMost web hosts have some courtesy backups, but it does sound like the Twitter user they're responding to fundamentally doesn't understand that snapshots aren't backups, and the screenshoted page explicitly states that the snapshots are for you to back up. Which he presumably did not do. The idea that someone would entrust their sole copy(s) of critical business data to a service provider is insane to me. Always keep your own backups.
- bjornjajaja 7y agoGonna go back up my cloud stuff real quick!
- _Codemonkeyism 7y ago1. He says he has made regular backups, but now needs to restore all VPSs 2. The website says "Snapshots allow you to create a backup copy." 3. He says "No they do not allow snapshots download."
- 7y ago
- dcchambers 7y agoWow. I've never used Gandi but I have seen it recommended before as a low-cost option. I will actively encourage people to avoid it from now on. That's scary.
- forgot-my-pw 7y agoGuess they cut cost by not doing backups
- dylz 7y agoGandi has never been a low cost option, they've always been on the high to extreme higher end of things for individual cost... Especially for random ccTLDs, they're often significantly more expensive than the alternatives. Random selections for domains: .ru is $1-3 most anywhere else, Gandi is $18.
- austhrow743 7y agoHigh to extreme higher end would be something like MarkMonitor. Gandi might be better than some of the other low touch, self service domain providers but its definitely still in the same ballpark. $18/year still means they're losing money if they ever need to pick up the phone for you. It's not a price point that works with "higher end".
- Eikon 7y ago> High to extreme higher end would be something like MarkMonitor. Being a registrar is only a side effect of their business though, not really comparable.
- corford 7y agoThey used to be very good if you wanted a non-scammy registrar with a huge selection of TLDs and ccTLDs. However, in recent years, success seems to have gone to their head and the service is nothing like it used to be (plus their latest control panel UX is an abomination). Feels like the CEO has made his money, forgotten the company's roots in the process and is happy for Gandi to be just another generic, overpriced registrar running on auto-pilot.
- devit 7y agoI don't get the criticism. If they lost all the data, then obviously the only option for customers is to either use their own backups if they have them or accept that the data is permanently lost. One can criticize their lack of additional redundancy, but don't see what's wrong with the response.
- ben509 7y agoThe customers are being stupid and rude: assigning blame, asking redundant questions, making threats. Nothing in any of the twitter threads I've seen has any potential to solve any problems, they're yelling thinly veiled abuse at support. The industry standard is sucking up to them and groveling, and it's led to customers being very badly behaved. The trouble is no one has a good working alternative to the industry standard. Gandi certainly doesn't, they're not responding in a well thought out manner, they're losing their cool and getting angry with their customers. That's a quick way to go out of business.
- icebraining 7y agoThe alternative is simple: always behave professionally, and if they are abusive, point at the ToS that forbids that and fire them as customers. Here I'd just avoid engaging one-on-one at all, just broadcast the situation status.
- fernandotakai 7y agoi mean, this is customer support 101. always be respectful even when your customer is angry -- they are probably angry for a reason. answering with memes is the absolute opposite of this, specially when your customer has all the reasons to be angry.
- ben509 7y agoIt's justified in being called simple if companies are actually doing this. I did find HubSpot[1]: > We may limit or deny your access to support if we determine, in our reasonable discretion, that you are acting, or have acted, in a way that results or has resulted in misuse of support or abuse of HubSpot representatives. I'm still skeptical because actually enforcing that clause seems like it could lead to an expensive lawsuit. The angriest customers are naturally the most litigious ones, too. [1]: https://legal.hubspot.com/terms-of-service https://legal.hubspot.com/terms-of-service