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Cloudflare silently deleted my DNS records

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Re: Cloudflare silently deleted my DNS records

#271

Post by iudqnolq »

mercora wrote: post #264
iudqnolq wrote: post #172

Earlier quoted context omitted.

Cloudflare is my register and manages my DNS. I would expect anything them to log any significant changes to either in their audit log.

i think that it would be rather unusual to update timestamps in whois (which i guessed the parent poster was referring to) based on updates to in-zone data. A transfer would be an example of something that would change information in whois and thus update the timestamp noted there for the latest update. it is sometime possible to infer the date of the latest change of in-zone data because the serial of the zone is of…

Huh. I definitely didn't make any such changes within the last two weeks. Maybe the whois date got changed because of something opaque and internal to Cloudflare?

Re: Cloudflare silently deleted my DNS records

#272

Post by yjftsjthsd-h »

johnklos wrote: post #101
pmlnr wrote: post #95

Earlier quoted context omitted.

Digitalocean has free dns service with an api; it's good and reliable. Running my own dns looks more and more reasonable though.

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

In this context, that sounds like an endorsement, honestly. If we're discussing providers that are willing to kill your services too easily, then saying that a provider is unwilling to cut service even to problem customers sounds like an amazing reason to use them.

Re: Cloudflare silently deleted my DNS records

#273

Post by PopeDotNinja »

jlgaddis wrote: post #159
PopeDotNinja wrote: post #105

Earlier quoted context omitted.

Hurricane Electric has a pretty solid free DNS offering. I've been using it for like 10 years. https://dns.he.net/ I haven't needed to talk to them much, but one time I tried to add a .ninja domain, and there backend wouldn't handle it. I emailed them to report the problem at 4:49 p.m. I got an email at 7:09 p.m. the same day (2 hours 20 minutes later later) asking me to try adding it again. [1] When a free service f…

Also, HE DNS will "secondary" from your own server. For example, you can run your own DNS server on a VPS or something, and HE will AXFR the zones from your VPS and serve them authoritatively. This allows you to run a hidden master, for example, which I can imagine some HN folks being interested in.

I don't know what you just said, but it sounds awesome. I bookmarked this comment to review the next time I mess with DNS :)

Re: Cloudflare silently deleted my DNS records

#274

Post by belorn »

wu_187 wrote: post #207
nodesocket wrote: post #108

Earlier quoted context omitted.

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

If the only contact information the registrar has is the @ of the domain then that likely mean that the registrar is failing the contractual obligations that exist between the registry and registrar. While I have not read the exact contract that exist for .com registrars, I am confident enough to say that you can not do that.

Re: Cloudflare silently deleted my DNS records

#275

Post by foota »

nickjj wrote: post #233
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…

> To avoid the Ombudsman being overused, you could give it a price of say $20, which is always refunded when the case is resolved. What if the cost was put onto the business instead of the consumer and the business just hired support people who are all Ombudsmans by default? Instead of focusing on copy / pasting boilerplate scripts and answering as many tickets as possible, they should focus on the problem the custom…

Because requiring the customer to pay a cost fixes the incentives problem. A customer may have an issue that is a minor inconvenience to them, that can either stay as not resolved, is due to error, or is simply not worth resolving to them. By having them pay for fixing the issue it could greatly reduce the number of inbound cases, allowing them to go straight to people that can act on them instead of sitting in triage and getting canned responses for O(days|forever).

I agree that in theory you can accomplish the same thing by making the product foolproof, but I don't think you can accomplish that for consumer facing products, and that doing so may not be a worth while trade-off. Additionally focusing on issues that greatly impact people rather than small things that cause friction with the product may (or may not! if it causes lack of retention) be worth more.

Re: Cloudflare silently deleted my DNS records

#276

Post by ignoramous »

b112 wrote: post #269
ignoramous wrote: post #162

Earlier quoted context omitted.

In Amazon's case, Bezos' email is just that. For AWS, Andy Jassy's (CEO) or Charlie Bell's (SVP) might do just as fine. Source: Someone who emails them from time to time to get impasses resolved.

Just had to chime in here, but fifteen+ years ago, Bezo's email was ombudsman like, with him or a top level person reading it. Now, it's just another level of very poor, very scripted support. I'm fairly sure Amazon has taken the (perhaps wise, in a business sense) approach of not caring if a small percentage of users leave, due to support issues. The cost of keeping customers with certain support issues, greatly out…

Just one data point but, sending Bezos a nice hello and airing my grievances has worked for me every single time.

Obviously, Bezos may not read those emails but his aides and assistants who do have access to his inbox and act on the emails on his behalf do inherit his complete authority.

Some refs:

https://news.ycombinator.com/item?id=16341154

https://news.ycombinator.com/item?id=17193363

https://news.ycombinator.com/item?id=22286350

https://news.ycombinator.com/item?id=9356182

https://news.ycombinator.com/item?id=20782392

https://news.ycombinator.com/item?id=13512106

Re: Cloudflare silently deleted my DNS records

#277

Post by TylerE »

nickjj wrote: post #233
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…

> To avoid the Ombudsman being overused, you could give it a price of say $20, which is always refunded when the case is resolved. What if the cost was put onto the business instead of the consumer and the business just hired support people who are all Ombudsmans by default? Instead of focusing on copy / pasting boilerplate scripts and answering as many tickets as possible, they should focus on the problem the custom…

Because that isn't a useful allocation of resources.

Support that powerful are going to basically be devs. With dev salary expectations.

Re: Cloudflare silently deleted my DNS records

#278

Post by gerdesj »

dkersten wrote: post #205
jgrahamc wrote: post #166

Earlier quoted context omitted.

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.

My little firm is nothing like the scale of CF but I do the same and have dropped my email address around a fair bit. I do get some pretty interesting missives that make it past the filters but signal to noise is very high in my inbox.

I deleted my Linkedin account well over a year ago and I still get emails from them saying my profile is being viewed. Tossers.

Re: Cloudflare silently deleted my DNS records

#279

Post by jiggawatts »

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.

Please explain something to me.

For me and my of my customers, having your "entire cloud deleted" is like... the #1 nightmare scenario.

So why does this capability/function even exist for active accounts at CloudFlare? It sounds like the OP fell victim to what is essentially a regular process.

Or to put it another way: No amount of explanation or assurance is ever going to make me feel comfortable with my doctor having a handgun as one of his medical instruments.

Re: Cloudflare silently deleted my DNS records

#280

Post by diegoperini »

wila wrote: post #253
diegoperini wrote: post #235

Earlier quoted context omitted.

First, you are awesome, really :) Second, a bunch of honest questions: Did you consult to your supervisor (or anyone with authority) to be able to bypass the support process (if there is any) like this? If so what was the response? If the response was negative, how did you convince people? After things resolve, can you kindly post how many spam or unrelated emails you receive so that it will be an example to the indu…

The CTO at Cloudflare has to ask his supervisor before trying to help someone over at hacker news? :)

I didn't know which probably slightly proves some point other people made.
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