I'm not saying it's a good or bad thing to do, but I understand it.
This is an interesting point. There is some satisfaction from the likes, the comments, and the assurance that _someone_ is seeing your frustration even if the company does nothing.
I admit my second message was terse, but the correct social media response for a critical outage is "we're looking into it". Not "if you want support, go here".
Like I said, I do not have time to hunt for whatever support channels exist and file a ticket. I pay $50 a year so they can deliver a working product, including triaging their own issues.
I strongly disagree.
For those reading who may not be on X, here's Fastmail's response:
> Hello Andrew! Can you please contact our support team so we can look into this for you? http://fastmail.com/support
That seems entirely appropriate to me, for several reasons:
- it's extremely unlikely that the person managing their social media profiles is a technical expert
- their contact page likely feeds into a ticketing system, which means they can track the issue and actually make sure to respond to you
- it's entirely possible that response was automatedTheir messaging probably could have been better here to say "we're looking into this. If you have time, please file a support request".
On Fastmail.com, the support request is two clicks away, under the big ? button in the upper right and "Contact Support". I'm not sure how much time you have but it took me less than 1 minute to find this button and submit from my logged in account.
As for using social media to take issue reports: What will you do when you need PII or have to reassign the issue or reassign part of the issue and those people need to be able to contact the user?
"Why place the initial burden on a paying customer?" Because it creates a better service for everyone to have a known way of doing things.
Is this snippet from their Twitter bio clear?
"If you need assistance, please submit a ticket: http://fastmail.com/support"
"Things Happen", in production, to the best of us (and FM's pretty damned good at their job). Pretty sure someone's pager duty has been going off like mad.
A little over half an hour ago, the mail UI broke for me on Android, and then I panicked and went to desktop web and it broke there too. Also on different networks.
As far as I can tell, stuff from their CDN is 404-ing, and a JSON api POST request appears to be going in infinite loop with 200 OKs.
The webmail piece seems to be borked... Calendar, Files, Notes etc. are at least rendering.
Back to business as usual.
And following FastMail's reply
> Hello Andrew! Can you please contact our support team so we can look into this for you? fastmail.com/support
They say:
> Don't have time. Consider my tweet the bug report.
Sorry but this asshole behavior. Bugs happen. No need to do public shaming and being rude to the company for that.
Personally I don't really use their web interface, but I tried it now and it all works just fine (on both prod and beta).
There is far too much assholery in the world. It's never OK.
There's no amount of money you can pay to make this behavior not shitty. Shitty behavior is never a good look, but sometimes it's understandable. If you refrain from being shitty, you won't have to worry about whether or not it's understandable.
Also, the only reason that someone can be shitty and get results is because other people aren't. (In this case, "submitting" a bug report via Twitter and still getting a resolution is possible because other people reported it through the proper channels.)
As soon as I realised that both my webmail and my phone app were buggered, it was probably not just a Me Problem.
It started out as not being able to search, but the situation is quickly deteriorating and now I'm unable to open pretty much any email message.
Some content seems to briefly show up and then it quickly disappears and after that, it's as if cache has been invalidated and you can't get back into it.
The larger context is that we're making a major change to how we create IDs for email and mailboxes over the JMAP protocol. The old IDs are a UUID for mailboxId and the first 25 chars of the sha1 of the message for the emailId, prefixed by an 'M'. The new IDs are the createdmodseq for the mailbox prefixed by a 'P' (these are pretty short for most users) and a reverse counter of nanoseconds of the message internaldate (delivery time) for the emailId. This gives good storage density for offline and good data locality in databases for the email listings.
You can see all the code for that in a handful of merge requests in the public cyrus-imapd repository on github at https://github.com/cyrusimap/cyrus-imapd/
Over the past few weeks, I've been helping out with the last bits of code modification, largely the changes on https://github.com/cyrusimap/cyrus-imapd/pull/5539 if you're interested.
This morning we rolled out a build which we'd tested extensively on our staging and staff servers, but missed that for older v19 mailboxes which hadn't been upgraded to v20, the code to check if messages belonged in a thread incorrectly marked them all as missing.
This made MOST emails appear missing for most customers, clearly a very bad situation.
We immediately rolled back, but in the hurry missed that an unrelated change to correct subject matching for some languages (Japanese users had reported the issue, but possibly others as well) had changed the thread version, so new threads then had failed reads (making some, though many fewer, messages appear blank in the UI). There were about 50 million attempts to read those values over 15,000 users, because our UI was keeping on retrying thinking it was just a temporary synchronisation issue because the previous request told it there was a Thread to fetch data for. Ouch. https://github.com/cyrusimap/cyrus-imapd/pull/5527 contains those changes.
Anyway, since the only difference between the old and new records was normalisation of subjects, I wrote a tiny patch to let the old code read the newer records and just deployed that, which made all the emails re-appear for everyone again. This is the one bit of code from all this which isn't in a public repo, but it's two lines of: if (version == 2) version = 1;
Meanwhile, the real bug is fixed https://github.com/cyrusimap/cyrus-imapd/pull/5553 And a test has been written to prove it: https://github.com/cyrusimap/cyrus-imapd/pull/5554
But we'll wait until Monday to upgrade again, when we have fresh eyes available to watch that it's OK.
...
P.S. this is almost entirely unrelated to the UI changes. The underlying reason we're doing these changes IS related to UI changes, it's there to make offline mode use storage more efficiently on your device because the IDs are smaller and provide better data locality, but the timing is purely coincidental. The Cyrus changes have been done almost exclusively by the team in the USA and the UI changes by the team in Australia, and our deploy timelines were not synchronised.
I've been a happy Fastmail customer for 11+ years and will continue to be so. Everyone wrote that their experience with FM support has been good, but I've been even luckier: until today I never needed support. One bug per decade is a great record.