[devit]

I 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.

[blihp]

Sure, if the data is lost there isn't much that can be done to go back and fix it. However, the company response appears very dismissive/flippant which sends a bad message.

The tone any company hosting customer data should take in the event of data loss is along the lines of 'regretfully... we screwed up... unfortunately... steps we are taking to ensure this doesn't happen again...' i.e. the company should either be humble and apologetic or they should expect to lose a large chunk of their customers after something like this. This isn't merely to say the right thing, it is to demonstrate that they acknowledge this was their issue and something they need to fix going forward rather than a 'sucks to be you' customer issue. This is basic customer relations / crisis management stuff.

[behringer]

So you're saying you want the bullshit? Look Gandi doesn't have it. What more do you want from them? They lost it, they're not gonna bullshit about it.

[ben509]

The 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]

The 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]

i 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]

It'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

[yibg]

I’m pretty repelled by their tone in that thread. Sweeping it under the rug (could’ve happened to anyone / shit happens) instead of just owning up to it. Throwing in that completely inappropriate meme. Contradicting their marketing material when it’s convenient (are snapshots backups?) and general passive aggressiveness.