5 ms·

I pinged our Trust & Safety team to take another look.

vonseel 6y ago
OP - I suggest adding some info to your profile or post here so they can identify you? Not sure if you can do that without revealing yourself to everyone else...
- econcon 6y ago
  He's the CEO, I doubt there is anyone in company who doesn't know him.
  - MattGaiser 6y ago
    vonseel is referring to the poster.
- eastdakota 6y ago
  Yup. What’s domain in question?
  - throwaway72220 6y ago
    I did not delete any of the Workers because I thought that would potentially make me look guilty to CF support. This Worker domain is in my account: https://ip2.surprise.workers.dev/ https://ip2.surprise.workers.dev/ The proxy's are also at *.surprise.workers.dev.
  - throwaway72220 6y ago
    I ran out of text characters for the post. I am 99% sure none of the sites were compromised / hosting malware and 100% sure they were not hosting illegal or objectionable content.
  - throwaway72220 6y ago
    Hi eastdokota, nobody got in touch with me. Could you follow up with the team? Again thank you.
  - throwaway72220 6y ago
    All sorted :) Thank you.
sonstry 6y ago
Hello, I am from Cloudflare Trust and Safety. Can you please provide us with the domain name in question ?
- throwaway72220 6y ago
  Thank you friend. My workers domains are at *.surprise.workers.dev I did not delete any code or make any changes to avoid looking guilty when CF support took a look at it. I do plan on deleting the proxies. I am done being clever. I do have some useful workers that I would like to keep.
  - sonstry 6y ago
    Thank you. Our team will look into this and get back to you.
    - deleted 6y ago
      [deleted]
      - ThePowerOfFuet 6y ago
        Wrong account? Or not OP?
- throwaway72220 6y ago
  Hi sonstry, sadly nobody got in touch with me.
  - throwaway72220 6y ago
    All sorted :) Thank you.
throwaway72220 6y ago
Thank you so much! If I breached the ToC, I unreservedly apologize, but no ill intent was intended.
kohtatsu 6y ago
Are you concerned about the lack of recourse through official channels?
qot 6y ago
Going forward, what changes will you make so that people don't have to make Hackernews posts to get support?
- xxdesmus 6y ago
  To be clear -- the website owner can always reply to the email they receive from our Trust & Safety team. That goes directly to our team. This individual could also do that if they had further questions for the team. Hackernews isn't a necessary route, and quite frankly no changes need to be made to existing policies. The individual could directly reach out team via a reply to the email they received. It seems in this case the person just didn't like the reply they received. That's quite different.
  - jjeaff 6y ago
    So if they didn't like the reply they received, why have they now been reinstated after posting publicly on hn? Sounds like if nothing is wrong with the policy, then the company is applying the policy inconsistently.
    - apple4ever 6y ago
      Exactly. Too often these email replies are automated and nobody looks at them. Even more so they briefly look and just say sorry still banned. Only when it's raised publicly does somebody ACTUALLY look.
heavymark 6y ago
Was considering moving some domains to CF registrar as have used CF for DNS for myself and clients and love it. But so get terrified that while I would never do anything intentionally to get banned/suspended that if someday was wrongly suspended that there isn’t a clear path to reach a real person to get the issue resolved. I imagine there are an unbelievable number of bad actors and so CF and other providers have to balance that. But for people to feel comfortable using very popular services like CF there needs to be a clear path for people to prove there case and get issues resolved quickly without having to always resort to trending on HN. And hopefully the process would always involve emailing the person first with steps on how to resolve the issue. I have faith CF will be able to improve in this area as they seem to have a brilliant set of people working there.
- shyn3 6y ago
  I highly doubt it will get better as they grow. I think it will get worst actually as it does with most larger organizations. Even with an enterprise support contract the idea of calling is completely discouraged to the point it's hidden behind menus of finding a customized code to call support. Their e-mail support is a pain also because there are different techs responding with different ideas to solve a question. They don't have chat support which is annoying as well in this day and age. If you want things done, their account management team gets it done fast when on boarding. Although the product is really good and has some limitations which are annoying but if you can deal without support this is a great product. Also their post postmortems are amazing.

OP - I suggest adding some info to your profile or post here so they can identify you? Not sure if you can do that without revealing yourself to everyone else...

econcon 6y ago
He's the CEO, I doubt there is anyone in company who doesn't know him.
- MattGaiser 6y ago
  vonseel is referring to the poster.
eastdakota 6y ago
Yup. What’s domain in question?
- throwaway72220 6y ago
  I did not delete any of the Workers because I thought that would potentially make me look guilty to CF support. This Worker domain is in my account: https://ip2.surprise.workers.dev/ https://ip2.surprise.workers.dev/ The proxy's are also at *.surprise.workers.dev.
- throwaway72220 6y ago
  I ran out of text characters for the post. I am 99% sure none of the sites were compromised / hosting malware and 100% sure they were not hosting illegal or objectionable content.
- throwaway72220 6y ago
  Hi eastdokota, nobody got in touch with me. Could you follow up with the team? Again thank you.
- throwaway72220 6y ago
  All sorted :) Thank you.

sonstry 6y ago

Hello, I am from Cloudflare Trust and Safety. Can you please provide us with the domain name in question ?

throwaway72220 6y ago
Thank you friend. My workers domains are at *.surprise.workers.dev I did not delete any code or make any changes to avoid looking guilty when CF support took a look at it. I do plan on deleting the proxies. I am done being clever. I do have some useful workers that I would like to keep.
- sonstry 6y ago
  Thank you. Our team will look into this and get back to you.
  - deleted 6y ago
    [deleted]
    - ThePowerOfFuet 6y ago
      Wrong account? Or not OP?
throwaway72220 6y ago
Hi sonstry, sadly nobody got in touch with me.
- throwaway72220 6y ago
  All sorted :) Thank you.

throwaway72220 6y ago

Thank you so much! If I breached the ToC, I unreservedly apologize, but no ill intent was intended.

kohtatsu 6y ago

Are you concerned about the lack of recourse through official channels?

qot 6y ago

Going forward, what changes will you make so that people don't have to make Hackernews posts to get support?

xxdesmus 6y ago
To be clear -- the website owner can always reply to the email they receive from our Trust & Safety team. That goes directly to our team. This individual could also do that if they had further questions for the team. Hackernews isn't a necessary route, and quite frankly no changes need to be made to existing policies. The individual could directly reach out team via a reply to the email they received. It seems in this case the person just didn't like the reply they received. That's quite different.
- jjeaff 6y ago
  So if they didn't like the reply they received, why have they now been reinstated after posting publicly on hn? Sounds like if nothing is wrong with the policy, then the company is applying the policy inconsistently.
  - apple4ever 6y ago
    Exactly. Too often these email replies are automated and nobody looks at them. Even more so they briefly look and just say sorry still banned. Only when it's raised publicly does somebody ACTUALLY look.

heavymark 6y ago

Was considering moving some domains to CF registrar as have used CF for DNS for myself and clients and love it. But so get terrified that while I would never do anything intentionally to get banned/suspended that if someday was wrongly suspended that there isn’t a clear path to reach a real person to get the issue resolved. I imagine there are an unbelievable number of bad actors and so CF and other providers have to balance that. But for people to feel comfortable using very popular services like CF there needs to be a clear path for people to prove there case and get issues resolved quickly without having to always resort to trending on HN. And hopefully the process would always involve emailing the person first with steps on how to resolve the issue. I have faith CF will be able to improve in this area as they seem to have a brilliant set of people working there.

shyn3 6y ago
I highly doubt it will get better as they grow. I think it will get worst actually as it does with most larger organizations. Even with an enterprise support contract the idea of calling is completely discouraged to the point it's hidden behind menus of finding a customized code to call support. Their e-mail support is a pain also because there are different techs responding with different ideas to solve a question. They don't have chat support which is annoying as well in this day and age. If you want things done, their account management team gets it done fast when on boarding. Although the product is really good and has some limitations which are annoying but if you can deal without support this is a great product. Also their post postmortems are amazing.