Gather all evidence of user complaints

[nathan-at-least]

Assigned to @zancas because I think he wanted to take it. Correct me if I'm wrong.

[defuse]

I could take this ticket off your hands if you want.

[defuse]

@zancas @zookoatleastauthoritycom Can you forward all relevant email to me (or is it already available somewhere)?

[zancas]

Maybe I should retake this ticket. Most of the relevant data is in Zendesk.

On Tue, Aug 19, 2014 at 12:38 PM, Taylor Hornby notifications@github.com wrote:

@zancas https://github.com/zancas @zookoatleastauthoritycom https://github.com/zookoatleastauthoritycom Can you forward all relevant email to me (or is it already available somewhere)?

— Reply to this email directly or view it on GitHub https://github.com/LeastAuthority/leastauthority.com/issues/284#issuecomment-52679268 .

-- ظ

[defuse]

Oh, right, I don't think I have access credentials to Zendesk. Maybe it's not worth giving me access since I'll be gone in 2 weeks.

[zancas]

OK, I'll see about collecting the relevant data here.

[zancas]

Issue 1: see also: https://leastauthority.zendesk.com/agent/#/tickets/264

Excerpt:

stig atle Aug 05 04:39

I registered my account, and I checked the 'use encryption' checkbox, I then mistakenly clicked 'submit' without entering my key, and the registration went through and details was sent in clear text by email.
It would be nice if the website let you know that you have not entered a key - and halt the registration - if you have clicked the checkbox and click submit without entering a key.

Ticketed as: https://github.com/LeastAuthority/leastauthority.com/issues/280

[zancas]

Issue 2: see also: https://leastauthority.zendesk.com/agent/#/tickets/257

Excerpt:

In ticket #254 we gave a customer a PGP public key to use with the support@LeastAuthority.com address. But that address goes direct to Zendesk, which doesn't support PGP. So Zendesk will create a ticket containing the ciphertext (which is decryptable if we paste it into a file and use the gpg command line, but blech). Then it will send a *plaintext* acknowledgement back to the requester -- which makes it appear that we didn't understand the PGP encryption.

Perhaps we should direct emails that look like they are PGP-encrypted to some other mailing list instead.

-- Daira ⚥

Ticketed as: https://github.com/LeastAuthority/leastauthority.com/issues/275

[zancas]

Issue 3: see also: https://leastauthority.zendesk.com/agent/#/tickets/259

Excerpt:

Alexander Kaufman Jul 29 15:11

Hi,

I wanted to let you know what happens when I use the tahoe backup command.
First of all the uploads are quite slow, about 30-40GB uploaded over a 24-hour period.

Second, both times I ran the command it eventually failed with the following traceback. The commands created an "Archives" folder under the DIRCAP, but that folder is completely empty.

The folder in question has over a TB in content if that matters.

I will now try backing up using the SFTP frontend instead.

tahoe backup mirrored/ backupdir:
Traceback (most recent call last):
File "/usr/lib/python2.7/site-packages/allmydata/scripts/runner.py", line 156, in run
rc = runner(sys.argv[1:], install_node_control=install_node_control)
File "/usr/lib/python2.7/site-packages/allmydata/scripts/runner.py", line 141, in runner
rc = cli.dispatch[command](so)
File "/usr/lib/python2.7/site-packages/allmydata/scripts/cli.py", line 574, in backup
rc = tahoe_backup.backup(options)
File "/usr/lib/python2.7/site-packages/allmydata/scripts/tahoe_backup.py", line 325, in backup
return bu.run()
File "/usr/lib/python2.7/site-packages/allmydata/scripts/tahoe_backup.py", line 118, in run
new_backup_dircap = self.process(options.from_dir)
File "/usr/lib/python2.7/site-packages/allmydata/scripts/tahoe_backup.py", line 188, in process
childcap = self.process(childpath)
File "/usr/lib/python2.7/site-packages/allmydata/scripts/tahoe_backup.py", line 194, in process
childcap, metadata = self.upload(childpath)
File "/usr/lib/python2.7/site-packages/allmydata/scripts/tahoe_backup.py", line 305, in upload
raise HTTPError("Error during file PUT", resp)
HTTPError: Error during file PUT: 500 Internal Server Error
"Traceback (most recent call last):
File \"/usr/lib/python2.7/site-packages/twisted/internet/defer.py\", line 577, in _runCallbacks
current.result = callback(current.result, *args, **kw)
File \"/usr/lib/python2.7/site-packages/allmydata/util/pipeline.py\", line 121, in _call_finished
d.errback(self.failure)
File \"/usr/lib/python2.7/site-packages/twisted/internet/defer.py\", line 423, in errback
self._startRunCallbacks(fail)
File \"/usr/lib/python2.7/site-packages/twisted/internet/defer.py\", line 490, in _startRunCallbacks
self._runCallbacks()
--- <exception caught here> ---
File \"/usr/lib/python2.7/site-packages/twisted/internet/defer.py\", line 577, in _runCallbacks
current.result = callback(current.result, *args, **kw)
File \"/usr/lib/python2.7/site-packages/allmydata/immutable/encode.py\", line 501, in _remove_shareholder
raise UploadUnhappinessError(msg)
allmydata.interfaces.UploadUnhappinessError: shares could be placed or found on only 0 server(s). We were asked to place shares on at least 1 server(s) such that any 1 of them have enough shares to recover the file.: [Failure instance: Traceback (failure with no frames): <class 'allmydata.util.pipeline.PipelineError'>: <PipelineError error=([Failure instance: Traceback (failure with no frames): <class 'foolscap.ipb.DeadReferenceError'>: Connection was lost (to tubid=nzfe) (during method=RIBucketWriter:write)
])>
]
"

Ticketed as: https://github.com/LeastAuthority/leastauthority.com/issues/288

[zancas]

Issue 4: see also: https://leastauthority.zendesk.com/agent/#/tickets/263

Excerpt:

Arthur Lee Aug 04 22:46

Hi,

I am a college student, and I am very keen on using the tahoe-lafs system.
As such, I am wondering if LeastAuthority offers a student price on it's S4
storage service?

Thanks!

Arthur

Ticketed as: #289. Zooko made an offer, and there was no follow-up from the customer.

[zancas]

Issue 5: see also: https://leastauthority.zendesk.com/agent/#/tickets/216

Excerpt:

Infoalapp90 May 22 16:16

Hi LeastAuthority

I like the way your service are setup. But from what im seeing. Is that
it only supports Linux and not Windows.
Do you plan to offer support for that in the future?

/Erik

Ticketed As: #290. Need to clarify that windows is supported.

[zancas]

Issue 6: see also: https://leastauthority.zendesk.com/agent/#/tickets/216

Excerpt:

Infoalapp90 May 25 12:22

Hi Diara

That sounds great. I have to go deeper into that. Could it be possible
to get smaller storage? Since its quite expensive for me right now. As
a student and just in genereal.
But my guess is that you also are planning on changing that when you
launch the magic folders?

/E

Ticketed As: #289. Need to clarify when magic folders will be available.

[zancas]

Issue 7: see also: https://leastauthority.zendesk.com/agent/#/tickets/255

Olivier WITTEBROODT Jul 22 07:34

Thanks for your response.

We'll be able to tell more about our product in end of september. We are building it as aPOC for the moment. We want be able to show it to major companies and investors in France for Fundraising.

Our major need is to extend our own Thaloe-lafs Nas. The prices your gave us for is to high for us at the moment and We understand now its not exactly the purpose of your S4 service. So we will look for Iaas providers to implement this feature. Other need could be to connect to your out of the box S4 service but we have to work more on our goals to use it. Anyway we plan to come back to you after our Fundraising.

Thanks a lot !

/Olivier

Ticketed As: #291.

[zancas]

OK, I've gathered the data from zendesk and added it to this ticket as a set of comments.

To close this issue I think we need to:

(1) Gather feedback from other sources (particularly email between CyberA and I, I'll do this) (2) Make new "from S4-User feedback" tag (3) Make sure there's an issue with the above tag for each of the "fedback" issues.

[zancas]

Issues from my email (from Daira's search of her email):

Here are requests from email:

A dashboard, which provides:
    Current storage usage display.
    Password changes.
    Change/cancel email
    Change/cancel credit card.
    A way for customers to verify their credit card info.
    A way for customers to see their payment history.
    Performance metrics.

Ticketed as #275.

[defuse]

Ok, I'll look around a bit for more feedback then create issues, and write a summary.

[defuse]

Something I noticed when I was looking around for feedback is that old some articles still have the old price $50/350GB/mo hard-coded: http://www.linuxbsdos.com/2013/08/17/4-host-proof-or-prism-proof-cloud-storage-services/ (Ticketed as #292)

[defuse]

I got them all ticketed. Is this good to be closed?

[daira]

There are links to Zendesk tickets from github issues, but not vice-versa. Please add links from Zendesk to github where that is appropriate and not already done.

[zancas]

I'll take responsibility for this because Taylor doesn't have zendesk access.

[zookoatleastauthoritycom]

As far as I know, all customer complaints have been sent to Zendesk and live in Zendesk tickets. In the future Zendesk is the canonical db of customer complaints.