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Cloudflare silently deleted my DNS records

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Re: Cloudflare silently deleted my DNS records

#191

Post by petre »

iudqnolq wrote: post #122
unilynx wrote: post #81

Earlier quoted context omitted.

If you can set up nagios (which one would probably consider an interesting evening challenge if you were already willing to go for your own monitoring droplet) setting up pushover or amazon sns (for sms) should be easy enough.

I would try to set up a completely open source monitoring setup just for fun, but once I'm paying for SNS I personally would rather just pay epsilon more and buy/rent the whole system. I get that may just be personal taste. I absolutely don't trust myself to run my own highly-reliable mailserver to send status alerts.

Just send them locally and pull them with IMAP onto your phone.

Re: Cloudflare silently deleted my DNS records

#192

Post by benologist »

awill wrote: post #152
andrewstuart wrote: post #125

Earlier quoted context omitted.

I've put this idea forward a number of times here on HN in regards to other big tech companies. Technology companies need an "ombudsman" - a contact that customers can go to when the normal tech support processes have failed. The Ombudsman must not be part of the technology companies ordinary support processes, it must be entirely separate, and have highest level authority to demand action within the company. To avoi…

This is a really great idea, but I don't think it's possible for this to not get overused for every little issue. Once it's overused, it becomes useless.

Tech companies being inundated with complaints would actually be expected. Making it easy to complain to ombudspersons will cause the complaints to dwindle naturally as tech companies stop the unethical, even criminal, behavior they engage in.

Very few people will complain about their lifetime Google ban after Google employs appropriate personnel to evaluate such cases.

Today very few people complain about Steam's refund policy, after Valve rewrote their refund policy to actually include refunds, after a judge ended their decade-long crime spree that saw an estimated 20,000 Australians robbed and an unknown quantity globally.

Re: Cloudflare silently deleted my DNS records

#193

Post by dkersten »

jgrahamc wrote: post #163
melq wrote: post #147

Earlier quoted context omitted.

This is probably obvious but you're getting this kind of support because they're getting terrible PR by virtue of your post being at the top of HN. Not because he's such a great guy that cares so much about the customers. Not saying he isn't a great guy, or that anyone at cloudflare actually wanted this to be your experience.

If he’d emailed me directly I would have done the same thing I did. I emailed the head of engineering and support and asked for an explanation. I then jumped into the relevant chat room. I do this sort of thing all the time. Sure, it’s unfortunate this is #1 on HN, but shrug. Fixing the problem and figured out what happened is important.

The more important question is what will be done to prevent this from happening again to somebody else (obviously this doesn’t need a response here, I assume an internal investigation is underway and this will be publicly communicated after its complete).

Re: Cloudflare silently deleted my DNS records

#194

Post by craftinator »

melq wrote: post #147
iudqnolq wrote: post #114

Earlier quoted context omitted.

I can tell. Cloudflare has been a delight to use up to now and I'm grateful I'm getting this kind of support when I've only used your loss-leader services.

This is probably obvious but you're getting this kind of support because they're getting terrible PR by virtue of your post being at the top of HN. Not because he's such a great guy that cares so much about the customers. Not saying he isn't a great guy, or that anyone at cloudflare actually wanted this to be your experience.

With many other companies I would agree with you, but in this case it is actually just because he's running a tight ship. I've had friends who've reached out directly via email and received the same level of support.

Re: Cloudflare silently deleted my DNS records

#195

Post by magicalhippo »

pmlnr wrote: post #106
johnklos wrote: post #101

Earlier quoted context omitted.

Perhaps, but Digital Ocean also host spammers / scammers and doesn't do anything about them when they're reported.

I don't see how this is relevant.

I use no-ip as dyndns for my home ip, so I can log in at home from outside. Recently at work my putty failed to connect, so I figured my internet line was down, it happens.

Came home, internet works fine. Everything looked just fine.

Back at work next day still can't connect. So I tried pinging, and I immediately see that the ip my home hostname resolves to is not what my ISP has. So I go to nslookup and try a DNS server I know (another local ISP), and it resolves to what I expected.

A bit of checking later I find that at work they've started using OpenDNS, and OpenDNS has blocked all of no-ip due to malware and spam.

So yeah, could be relevant.

Re: Cloudflare silently deleted my DNS records

#196

Post by cabaalis »

inetknght wrote: post #158
Swizec wrote: post #154

Earlier quoted context omitted.

It’s the CTO according to their HN profile ;)

You're missing the point. It shouldn't be necessary for someone to know who's-who in order to get things resolved.

You may be right, but knowing "who's who" is very largely how general business gets done. Buying services over the internet from an anonymous black box with no support is a recent disruption.

Re: Cloudflare silently deleted my DNS records

#197

Post by pvtmert »

i am using api to download/backup zone every week (by cron) to gdrive (fuse drive / cheap solution)

i do this for all the domains i use/manage

this post has been a good reminder to check them :)

imho about audit log: since they "delete" everything, nothing is left in the zone/domain.

thus, initial log (127.0.0.1/creation) comes up. kind of feature of the bug/logic error.

Re: Cloudflare silently deleted my DNS records

#198

Post by dkersten »

packetslave wrote: post #161
subhro wrote: post #132

Earlier quoted context omitted.

I think it is a bit harsh to say that the OP was trying to shame anyone. He did post a support ticket. When your domain is "off-line" it is literally a shit hit the fan moment, and no one likes to be given the run-around. To combat, hey my issue is always a Sev1 ticket, one can probably institute something like, here is a red button and if you click it, we will charge 100$. If it is indeed an issue that caused you to…

Microsoft used to have this policy (maybe still does) for some support options. It cost $100 to open a case, and if the case was the result of a bug in the product, you got your money back.

Imagine how you would feel though if you were in OP’s shoes, where your DNS entries disappeared and client emails lost, through no fault of your own, but support won’t even listen to you until you pay money.

Re: Cloudflare silently deleted my DNS records

#199

Post by tempestn »

inetknght wrote: post #186
stakecounter wrote: post #169

Earlier quoted context omitted.

> I know that people will think it's great that you are doing this and I also know that you think it's good (for you) to have a feel for the issues that frustrate every day users. But I think it's not a great use of a company execs time and I am not even sure it's a good way to deploy resources at Cloudflare. As a counter example, Jeff Bezos (whose time may be worth more than anybody else's) famously audits his email…

> As a counter example, Jeff Bezos (whose time may be worth more than anybody else's) famously audits his email for customer complaints and occasionally derails an organization for a day or two in order to figure out what happened. Is that why Amazon is growing more and more notorious for selling fraudulent items over the years?

Maybe someone needs to email Jeff about that.

Re: Cloudflare silently deleted my DNS records

#200

Post by jlawer »

jfkebwjsbx wrote: post #171
andrewstuart wrote: post #125

Earlier quoted context omitted.

I've put this idea forward a number of times here on HN in regards to other big tech companies. Technology companies need an "ombudsman" - a contact that customers can go to when the normal tech support processes have failed. The Ombudsman must not be part of the technology companies ordinary support processes, it must be entirely separate, and have highest level authority to demand action within the company. To avoi…

$20 won't stop anyone with using it. If it is refundable, make it $300. That is high enough that only people and businesses with a showstopper situation will use it.

$300 becomes a pretty high barrier for a lot of people. There a places with decent connectivity where that is a good weeks wages
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