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Cloudflare silently deleted my DNS records

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Re: Cloudflare silently deleted my DNS records

#201

Post by [deleted] »

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?

[deleted]

Re: Cloudflare silently deleted my DNS records

#202

Post by petre »

iudqnolq wrote: post #75
woofcat wrote: post #66

Earlier quoted context omitted.

>I don't see how that helps. How do I recover from my registrar deleting/disabling my account even if DNS is somewhere else? I think there's still only one failure point and the lesson is that I need to pay that failure point more money. Your outage was a DNS outage, not a registrar outage. If you still had control of the domain you could update your name servers to another provider, import your backed up records and…

> Your outage was a DNS outage, not a registrar outage. If you still had control of the domain you could update your name servers to another provider, import your backed up records and get the site back online without talking to CloudFlare. I believe it was both. If I have a registrar outage I'm hosed. If I don't have a registrar outage and do have a DNS outage I can recover with a little work. But in the only case I…

> But in the only case I can recover my registrar was reliable, so why didn't I just have them do DNS as well?

Because they have just proved being uncapable of doing it? Because redundancy? Because you shouldn't keep all your eggs in the same basket.

I've been self hosting for at least 15 years and did not have any huge problems like the domain becoming non resolvable. I would never host my DNS on my registrar's infrastructure. It's being sloppy and lazy and it gets you embarassed.

Re: Cloudflare silently deleted my DNS records

#203

Post by SnowingXIV »

paulfurley wrote: post #77

FWIW I recently evaluated a few DNS companies after Namecheap ballsed up our MX records in a similar way. I actively looked for someone we could pay money to, so we are their customer (as opposed to being a free tier user, effectively a cost) The winner was DNSimple[1], who do exactly 1 thing, and they do it extremely well. And they are small enough to not take themselves too seriously[2], which I really appreciate.…

I did the same after getting tired of NC's DNS interface. I host a few client sites with Netlify[1] anyways and moving over to their DNS (NS1) has been a breath of fresh air. It is free but they do have some paid options and the is UI dead simple which should be a requirement. Feel fairly confident I can rely on them to not muck up DNS records as this is critical to mail systems, websites, etc.

Two years ago there was a moment where I was close to working for them too so I always try to use their products where I see fit. :)

[1] https://docs.netlify.com/domains-https/netlify-dns/

Re: Cloudflare silently deleted my DNS records

#204

Post by [deleted] »

andrewstuart wrote: post #125
jgrahamc wrote: post #83

This is being looked into internally and I am involved. Likely won’t post an update here as it pertains to a customer account (unless customer agrees). BTW If you, dear reader, ever find yourself so frustrated with Cloudflare that you feel like your only recourse is a blog post... my email is jgc@cloudflare.com and I’m happy to hear from people.

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…

[deleted]

Re: Cloudflare silently deleted my DNS records

#205

Post by dkersten »

jgrahamc wrote: post #166
gist wrote: post #134

Earlier quoted context omitted.

> BTW If you, dear reader, ever find yourself so frustrated with Cloudflare that you feel like your only recourse is a blog post... my email is jgc@cloudflare.com and I’m happy to hear from people. 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 compan…

I disagree with you. It matters enormously that people like me are available. Sure there are time wasters who’ll send me email. But I don’t care. Dealing with a small number of real customers doesn’t take a lot of my time and matters. Everyone optimizes for the worst case. They think “if I give out my email I’ll get tons of useless email”. I can assure you I get 10x the crap sent to me on LinkedIn than via direct ema…

Thank you, this is a good attitude to have and I wish more company exec’s thought like this. We might have fewer post’s like OP’s story.

Re: Cloudflare silently deleted my DNS records

#206

Post by melq »

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.

How was he supposed to know to email you?

Re: Cloudflare silently deleted my DNS records

#207

Post by wu_187 »

nodesocket wrote: post #108
jgrahamc wrote: post #103

Earlier quoted context omitted.

Thanks. Appreciate it. I’ll let the team look into it and communicate with you first.

I do wonder; when a domain is suspended, why don't you send out a courtesy notification e-mail?

what if their email address is @ the domain

Re: Cloudflare silently deleted my DNS records

#208

Post by iudqnolq »

dkersten wrote: post #198
packetslave wrote: post #161

Earlier quoted context omitted.

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.

I think I'd be fine with that?

I would trust Cloudflare to pay me back, and I'm already putting something on the line. If it really was my fault this is going to be very embarrassing.

Edit: In case it isn't clear from context I'm the OP so I'm pretty sure I know what I feel.

Re: Cloudflare silently deleted my DNS records

#209

Post by scrollaway »

martin1975 wrote: post #185
jgrahamc wrote: post #83

This is being looked into internally and I am involved. Likely won’t post an update here as it pertains to a customer account (unless customer agrees). BTW If you, dear reader, ever find yourself so frustrated with Cloudflare that you feel like your only recourse is a blog post... my email is jgc@cloudflare.com and I’m happy to hear from people.

You guys are the worst censors even on your own blog. Any criticism toward your CEO or the way things have been done, completely out of integrity with your own policies in the past (such as cutting out providers because your CEO woke up self-righteous on the wrong foot that day) gets moderated away or not even admitted to the CF blog. You've screwed up so many times, I am surprised by now more people aren't onto your…

Not a fanboy, still downvoted your post because it's incredibly whiny and does not contribute anything. All you're doing is accuse of censorship without evidence, you say they screwed up "so many times" yet fail to show one example, and then you preemptively accuse people who would dare downvote you to be fanboys.

Sorry, but that comment is noise. Mine is too, but hopefully it helps you see things more clearly rather than let you pat yourself on the back thinking "HN is full of fanboys anyway".

Re: Cloudflare silently deleted my DNS records

#210

Post by SanchoPanda »

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?

Both of those things could be true without one being causal or even related.
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