zlacker

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>>tlonny+(OP)
I replied when this has no upvotes and was nowhere near the front page.

>>jgraha+k
That response misses the point by a wide margin.

>>tlonny+(OP)
I'm always unsure how to read this. One one hand it is nice that there is someone in the company willing to do work which is in the interest of the customer (of sorts). But on the other hand it shows the company is willing to let quality, support, customer care, service and everything else decline but when it comes to public image is prepared to do everything within their power, even (yuck) their job in order for damage control. Now that I'm writing this I know exactly how to read comments like "now that it's in the public eye, we'll do something - maybe".

>>jgraha+k
and I really appreciate it, not trying to blame anyone, I created HN post as desperate attempt to have my service online again, hope you understand.

>>Picbli+Y
It doesn't make the problem go away by itself, but I would rather have jgrahamc helping people than not.

>>tardis+v1
Dude, I'm not mad at you for reporting it. I'm working internally to figure out why your site was throttled and take appropriate action.

>>Wowfun+S1
[deleted]

>>Veen+J
Not a big surprise given they think HN threads are an acceptable form of customer support for paying customers.

>>Ethery+23
[deleted]

>>Ethery+23
As the joke goes, "A failure in the outage reporting service can take surprisingly long to notice."

When your customer service is failing to handle a case, how exactly are you gonna catch on without using out-of-band signaling?

>>jgraha+S2
I think people see a lot of posts like "I tried to get help with my problem but received no response" and don't think about the selection bias involved. (Of course, if someone gets helped by customer service with no issues, that doesn't tend to come to Hacker News' attention.)

But from their perspective it does feel like these sorts of posts are the only way to get attention on a problem.

>>Feepin+Z3
[deleted]

>>jgraha+h4
Right, I agree it sucks for you, I'm just trying to explain why I think it happens.

(People don't think about incentives either.)

>>jgraha+e3
Friendly advice, stop digging and step away from this thread/talk to your PR team. You're not helping yourself or Cloudflare by responding in this way.

>>jgraha+k
Scraping sites can be useful, huh?

>>Veen+o4
You're right. I'm taking all this too personally.

>>jgraha+45
No matter how you took it, I want to say that there are others here who appreciate your presence.

>>jgraha+45
Wow this is the worst take about customer service I have ever seen by a company. You cause huge issues for business with the touch of a button, and when they require help and don’t think the cause was acceptable behavior, they’re whining? Just wow.

>>wewxjf+N4
HN has an official API, no scraping needed.

>>undefi+59
I've removed the word "whining" but to be clear I was not talking about the person who posted on HN that they had a problem. I immediately jumped on their problem when I saw it and I've ended up spending almost all morning on it. I took the long threads personally and should not have done.

>>jgraha+k
Damned if you do, damned if you don't.

>>undefi+59
Those are the people in control of like half the internet traffic in the world.

Let that sink in.

>>Ethery+23
It’s an acceptable form of support as long as it’s reliable.

>>jgraha+d2
he's constantly thankful for ur help despite 12 hours downtime

>>Wowfun+S1
People like jgrahamc are the people who care and are embarrassed their company provides such unreliable service. I just wish the people in charge of these companies felt the same responsibility and embarrassment.

>>jgraha+45
It's pretty amazing to me that even after seeing a response from a real human being, people continue to dog pile.

To those continuing to foam at the mouth: what would be the ideal outcome? Cloudflare closing up shop entirely after this? The whole "this shouldn't have happened in the first place" mentality is completely unproductive.

>>mcv+Tn
jgrahamc is the CTO of Cloudflare.

>>resoni+3p
>To those continuing to foam at the mouth: what would be the ideal outcome?

Cloudflare changing their TOS from

>Cloudflare may, with or without notice to you and without liability of any kind, temporarily limit your storage and/or the number of requests you can make or receive using the Developer Platform for any reason (in its sole reasonable discretion), including without limitation

to something that does not allow them to do so on a whim, or with requiring upfront notice.

>>Malp+Hp
I did not know that. That certainly changes things.

I don't know how many people work at Cloudflare, but I'd imagine it's more efficient to have a working customer support system than to have the CTO personally handle every problem.

>>Traube+0h
10% globally and 30% of US traffic. Probably. Google has more aggregate users and traffic, and they're also world renowned for not having any customer service short of "blowing up on twitter" or getting lucky here on HN.

>>mcv+fs
I agree about the efficiency and wouldn't expect anyone to know that on a thread, off of a handle alone. However, I see it in a more positive light- based on John's other comments in the thread, he's made the time to stay active in communities like this one even as the CTO and followed up with folks internally to understand how an oversight like this could've happened.

>>Veen+J
jgrahamc responded directly to the point. Replying before it made the front page means this post didn't need to go viral or win the front page lottery in order to get support, making it a counterexample to the GP.