[conspire] (forw) Sysadmin complains about vendor support on reddit; vendor support owns him

[Rick Moen]

1. Twit sysadmin opens support ticket about Acronis Backup, complaining
about alerts over skipped backups on multiple servers (and presumably
over the alert being according to him false, though Technical Support
never reached helping him with that).

2.  Helping customer disable skipped-backup alerts temporarily, to clear
out alerts, was escalated to an expert who asked some diagnostic
questions.  

3.  Customer ignored the expert's questions, and objected that disabling
alerts over skipped backups would prevent him from knowing if backups
failed -- which is incorrect, as the expert explained.  Expert provided 
the temporary workaround, asked customer to report back results.

4.  Still ignoring the expert's queries, customer asked for the beta
version, which was provided.  Customer provided non-responsive mails and
apparently didn't follow suggestions.  After three follow-up queries,
ticket was closed with instructions about how to reopen it if customer
still needs help.

And then:

5.  Customer went public with a dishonest account on Reddit, to publicly
shame Acronis.

6.  Vendor politely posted to that thread with the truth.

7.  Twit sysadmin attempted to retroactively delete his/her dishonest
story, apparently to conceal the evidence, but:

8.  Another Redditor saw that move coming, made a backup copy of the
original post, and re-posted it with the twit sysadmin's Reddit ID
('/u/fariak') included just in case the malefactor tried deletion, and:

9.  Sure enough, like magic, the original post from '/u/fariak' vanished
(but the mirror copy remains).


This also made Best of Reddit.


----- Forwarded message from Deirdre Saoirse Moen <deirdre at deirdre.net> -----

Date: Wed, 27 Feb 2019 12:36:22 -0800
From: Deirdre Saoirse Moen <deirdre at deirdre.net>
To: Rick Moen <rick at linuxmafia.com>, Duncan MacKinnon <duncan1 at gmail.com>
Subject: Sysadmin complains about vendor support on reddit; vendor support
	owns him

https://np.reddit.com/r/sysadmin/comments/av21oz/your_backups_cant_fail_if_you_never_receive/ehd4zqs/?context=1

Deirdre

----- End forwarded message -----