"Julie Pelloille @juliepelloille Replying to @gandi_net @andreaganduglia and 4 others

This post was disrespectful. It's not an excuse, but this is a stressful situation and the thread was getting heated. Either way, I truly regret posting it and it was my decision alone to do so. Please don't take this as representative of the high standard Gandi sets"

"That said, for the sake of transparency, we won't be deleting the tweet -- Julie"

Why are they going out of their way to be disrespectful to their customers during a crisis? This is bizarre.

...not losing data is the ONE thing I expect companies to get right. I could handle downtime, circular customer support, high prices, horrible UX, and all that. But losing or corrupting data? Heck no.

A company that loses customer data in production is the exact type I would expect to mock their customers using memes.

I don't blame the communications rep. From her perspective, she's probably been told what the CEO believes - Gandi lost data, but they never promised backups so it's not a big deal. They responded to someone that is being extremely critical. The rep (Julie) did the right thing and apologised after others criticised her tweet, and also kept the response up to illustrate the mistake. While a meme is bad taste, I can somewhat understand the reaction.

IMO, the blame lies solely with the CEO, because he is still to retract his statement regarding snapshots not being backups (despite their site selling them as backups to the end-user), and for not accepting the fact that for someone controlling business data that creating backups AND regularly testing them via restores is 100% essential. Culture trickles down, and if the CEO only accepts blame and not the reason for the blame then it's a sign that they won't learn from the problem - and that's the biggest red flag you will ever see in ANY business.

I can only see one way back for them that won't taint their reputation completely. They need to:

* Post a full post-mortem of what happened, how it happened, how they fixed it, and what they're going to do to ensure it never happens again.

* Issue a full apology for the problem. Accept full blame, and accept (including the CEO on Twitter) that Gandi failed to follow accepted industry standards.

* Sit down with the engineers that work at Gandi and hear their grievances. While I doubt that their engineers knew this would happen, I'd be willing to bet that there is at least one person there that had raised the lack of off-site backups and no recovery mechanism. That person needs a promotion, and whatever resources needed to fix Gandi.

* Issue a full refund to those that lost data - not a small discount, as already reported. A discount is a kick in the teeth, whereas a full refund is the start of a real apology for failing the customer. If you go for a meal at a restaurant and find broken glass in your food, the first thing the server will do is give you a full refund, no questions asked, regardless of how expensive your parties order was. Gandi need to take the hit, and live to fight another day.

Yeah, that's not a great way to win back the trust of your customers.

I'm going to look at moving my domain registrations away from them.

Your mouse pointer.. it looks familiar! https://i.imgur.com/XGK3tFT.png

omg wow! when will people start being held accountable for the BS they put on twitter?!!

Meh. It's Twitter. They lost data but arguing on Twitter circularly forever with these people solves nothing.

Ironic considering her twitter profile's description says "Responsable #communication #socialmedia #digital #innovation ⌨️#webmarketing #inboundmarketing #qvt #GOT et #TWD fan"[1]

[1]: https://twitter.com/juliepelloille

Why are they @&$ing around on Twitter when they should be fixing the damn problem. Unbelievable.