6 ms·

Screenshotted 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

by danr4 7y ago

Screenshotted 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]
deleted 7y ago
[deleted]
chrisseaton 7y ago
Why are they going out of their way to be disrespectful to their customers during a crisis? This is bizarre.
- throwawayhhakdl 7y ago
  Probably because “they” == some individual social media rep
  - chrisseaton 7y ago
    There's at least two of them going out of their way to be snide and snarky there - Julie and Stephan.
    - deanmoriarty 7y ago
      Stephan is the damn CEO of Gandi! Unbelievable.
      - gdxhyrd 7y ago
        Is is what happens when a CEO thinks everyone else is just under him/her, including their own clients. They start thinking they are beyond the normal people and that everything is a joke.
        icebraining 7y ago
        Eh, he sounds more frustrated and snippy to me. Still rude and unprofessional behaviour, of course.
        manigandham 7y ago
        That's a wild assumption to make from a few tweets. It's just a stressful situation for both sides that leads to rough comments.
polyvisual 7y ago
Yeah, that's not a great way to win back the trust of your customers. I'm going to look at moving my domain registrations away from them.
- lotsofpulp 7y ago
  I am moving my business away from them. Even if I didn't care about the backup situation, the PR response is stupidly immature and not worthy of reward.
code4tee 7y ago
Why are they @&$ing around on Twitter when they should be fixing the damn problem. Unbelievable.
- munmaek 7y ago
  It's almost as if the person managing the official media accounts is different than the person working on fixing the problem. Almost.
- zaarn 7y ago
  Well, that is explainable, unlike not making backups; they have what's called a PR or media team that gets updates and details from developers while they work on this. Additionally, data recovery is a lot of waiting in most cases, there isn't much to do as your business burns down around you
clSTophEjUdRanu 7y ago
Meh. It's Twitter. They lost data but arguing on Twitter circularly forever with these people solves nothing.
- johnnycab 7y ago
  It has long been the platform of choice for those seeking a response or to resolve issues. The tone of those ill mannered tweets reveals incredibly bad optics and serves as a reminder for those, who haven't encountered any issues thus far, that we could be treated in a similarly shoddy manner.
- icebraining 7y ago
  Yeah, but then he should shut up.
petee 7y ago
"Julie Pelloille @juliepelloille Replying to @gandi_net @andreaganduglia and 4 others This post was disrespectful. It's not an excuse, but this is a stressful situation and the thread was getting heated. Either way, I truly regret posting it and it was my decision alone to do so. Please don't take this as representative of the high standard Gandi sets" "That said, for the sake of transparency, we won't be deleting the tweet -- Julie"
- K0SM0S 7y ago
  I like that. Honest mistake. Simple, truthful apology. Transparency for the record. Julie's one of the good guys. Whatever the context / stakes (doesn't change anything in this case), this is how people should behave in life (not just online).
- earlINmeyerkeg 7y ago
  So what. Just because you send a retraction doesn't justify it or make the apology any better. That sounds like they allow some people too much freedom as if they ran this business in their parents garage.
workthrowaway 7y ago
omg wow! when will people start being held accountable for the BS they put on twitter?!!
nabakin 7y ago
Ironic considering her twitter profile's description says "Responsable #communication #socialmedia #digital #innovation ⌨️#webmarketing #inboundmarketing #qvt #GOT et #TWD fan"[1] [1]: https://twitter.com/juliepelloille https://twitter.com/juliepelloille
EnderMB 7y ago
I don't blame the communications rep. From her perspective, she's probably been told what the CEO believes - Gandi lost data, but they never promised backups so it's not a big deal. They responded to someone that is being extremely critical. The rep (Julie) did the right thing and apologised after others criticised her tweet, and also kept the response up to illustrate the mistake. While a meme is bad taste, I can somewhat understand the reaction. IMO, the blame lies solely with the CEO, because he is still to retract his statement regarding snapshots not being backups (despite their site selling them as backups to the end-user), and for not accepting the fact that for someone controlling business data that creating backups AND regularly testing them via restores is 100% essential. Culture trickles down, and if the CEO only accepts blame and not the reason for the blame then it's a sign that they won't learn from the problem - and that's the biggest red flag you will ever see in ANY business. I can only see one way back for them that won't taint their reputation completely. They need to: * Post a full post-mortem of what happened, how it happened, how they fixed it, and what they're going to do to ensure it never happens again. * Issue a full apology for the problem. Accept full blame, and accept (including the CEO on Twitter) that Gandi failed to follow accepted industry standards. * Sit down with the engineers that work at Gandi and hear their grievances. While I doubt that their engineers knew this would happen, I'd be willing to bet that there is at least one person there that had raised the lack of off-site backups and no recovery mechanism. That person needs a promotion, and whatever resources needed to fix Gandi. * Issue a full refund to those that lost data - not a small discount, as already reported. A discount is a kick in the teeth, whereas a full refund is the start of a real apology for failing the customer. If you go for a meal at a restaurant and find broken glass in your food, the first thing the server will do is give you a full refund, no questions asked, regardless of how expensive your parties order was. Gandi need to take the hit, and live to fight another day.
o-__-o 7y ago
Your mouse pointer.. it looks familiar! https://i.imgur.com/XGK3tFT.png https://i.imgur.com/XGK3tFT.png
- bscphil 7y ago
  https://i.imgur.com/ekT8vOb.png https://i.imgur.com/ekT8vOb.png :-)
  - o-__-o 7y ago
    KDE users unite (:

by danr4 7y ago

Screenshotted 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]

deleted 7y ago

[deleted]

chrisseaton 7y ago

Why are they going out of their way to be disrespectful to their customers during a crisis? This is bizarre.

throwawayhhakdl 7y ago
Probably because “they” == some individual social media rep
- chrisseaton 7y ago
  There's at least two of them going out of their way to be snide and snarky there - Julie and Stephan.
  - deanmoriarty 7y ago
    Stephan is the damn CEO of Gandi! Unbelievable.
    - gdxhyrd 7y ago
      Is is what happens when a CEO thinks everyone else is just under him/her, including their own clients. They start thinking they are beyond the normal people and that everything is a joke.
      - icebraining 7y ago
        Eh, he sounds more frustrated and snippy to me. Still rude and unprofessional behaviour, of course.
      - manigandham 7y ago
        That's a wild assumption to make from a few tweets. It's just a stressful situation for both sides that leads to rough comments.

polyvisual 7y ago

Yeah, that's not a great way to win back the trust of your customers. I'm going to look at moving my domain registrations away from them.

lotsofpulp 7y ago
I am moving my business away from them. Even if I didn't care about the backup situation, the PR response is stupidly immature and not worthy of reward.

code4tee 7y ago

Why are they @&$ing around on Twitter when they should be fixing the damn problem. Unbelievable.

munmaek 7y ago
It's almost as if the person managing the official media accounts is different than the person working on fixing the problem. Almost.
zaarn 7y ago
Well, that is explainable, unlike not making backups; they have what's called a PR or media team that gets updates and details from developers while they work on this. Additionally, data recovery is a lot of waiting in most cases, there isn't much to do as your business burns down around you

clSTophEjUdRanu 7y ago

Meh. It's Twitter. They lost data but arguing on Twitter circularly forever with these people solves nothing.

johnnycab 7y ago
It has long been the platform of choice for those seeking a response or to resolve issues. The tone of those ill mannered tweets reveals incredibly bad optics and serves as a reminder for those, who haven't encountered any issues thus far, that we could be treated in a similarly shoddy manner.
icebraining 7y ago
Yeah, but then he should shut up.

petee 7y ago

"Julie Pelloille @juliepelloille Replying to @gandi_net @andreaganduglia and 4 others This post was disrespectful. It's not an excuse, but this is a stressful situation and the thread was getting heated. Either way, I truly regret posting it and it was my decision alone to do so. Please don't take this as representative of the high standard Gandi sets" "That said, for the sake of transparency, we won't be deleting the tweet -- Julie"

K0SM0S 7y ago
I like that. Honest mistake. Simple, truthful apology. Transparency for the record. Julie's one of the good guys. Whatever the context / stakes (doesn't change anything in this case), this is how people should behave in life (not just online).
earlINmeyerkeg 7y ago
So what. Just because you send a retraction doesn't justify it or make the apology any better. That sounds like they allow some people too much freedom as if they ran this business in their parents garage.

workthrowaway 7y ago

omg wow! when will people start being held accountable for the BS they put on twitter?!!

nabakin 7y ago

Ironic considering her twitter profile's description says "Responsable #communication #socialmedia #digital #innovation ⌨️#webmarketing #inboundmarketing #qvt #GOT et #TWD fan"[1] [1]: https://twitter.com/juliepelloille https://twitter.com/juliepelloille

EnderMB 7y ago

I don't blame the communications rep. From her perspective, she's probably been told what the CEO believes - Gandi lost data, but they never promised backups so it's not a big deal. They responded to someone that is being extremely critical. The rep (Julie) did the right thing and apologised after others criticised her tweet, and also kept the response up to illustrate the mistake. While a meme is bad taste, I can somewhat understand the reaction. IMO, the blame lies solely with the CEO, because he is still to retract his statement regarding snapshots not being backups (despite their site selling them as backups to the end-user), and for not accepting the fact that for someone controlling business data that creating backups AND regularly testing them via restores is 100% essential. Culture trickles down, and if the CEO only accepts blame and not the reason for the blame then it's a sign that they won't learn from the problem - and that's the biggest red flag you will ever see in ANY business. I can only see one way back for them that won't taint their reputation completely. They need to: * Post a full post-mortem of what happened, how it happened, how they fixed it, and what they're going to do to ensure it never happens again. * Issue a full apology for the problem. Accept full blame, and accept (including the CEO on Twitter) that Gandi failed to follow accepted industry standards. * Sit down with the engineers that work at Gandi and hear their grievances. While I doubt that their engineers knew this would happen, I'd be willing to bet that there is at least one person there that had raised the lack of off-site backups and no recovery mechanism. That person needs a promotion, and whatever resources needed to fix Gandi. * Issue a full refund to those that lost data - not a small discount, as already reported. A discount is a kick in the teeth, whereas a full refund is the start of a real apology for failing the customer. If you go for a meal at a restaurant and find broken glass in your food, the first thing the server will do is give you a full refund, no questions asked, regardless of how expensive your parties order was. Gandi need to take the hit, and live to fight another day.

o-__-o 7y ago

Your mouse pointer.. it looks familiar! https://i.imgur.com/XGK3tFT.png https://i.imgur.com/XGK3tFT.png

bscphil 7y ago
https://i.imgur.com/ekT8vOb.png https://i.imgur.com/ekT8vOb.png :-)
- o-__-o 7y ago
  KDE users unite (: