Goodbye as a paying customer

Community Forum
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Dear all,

Since the outage in October my cloud syncing has not been functioning.
I don’t know why, because the customer support - however friendly they are -, don’t really offer any support. I have reached out to them on June 2nd, but even though I got some replies, it seems they never really read what I wrote in the first place.

Also, I have not been able to download the murena recovery file.

Now, it is time for me, too, to say goodbye as a paying customer, and look for alternatives. Because yes, I was one of those people who actively used the cloud services as a paying customer. Partly because I wanted to support your amazing project (on top of ordering devices from your webshop), partly because it was very practical. But since the outage it has been a nightmare, and I have lost my trust it will function any time soon.

I understand your customer support might have been overwhelmed and understaffed, so I have been patient. But this is no longer working for me.

Perhaps it is worth to consider a premium customer service for paying customers?
I would not have mind to pay a bit extra and have something functioning in return.

Tomorrow it is exactly 9 months since the outage happened. Apparently it is easier (and less painful) to deliver a baby than to fix a proper cloud service.

Bram

Regain your privacy! Adopt /e/OS the deGoogled mobile OS and online servicesphone

1 Like
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Pl can you share the helpdesk ticket #

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My helpdesk tickets are the following: #9945879 & #9947183.

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Hi Bram,

I have quit as well because of the outage. I relied on nextcloud an passwords and got in trouble at work because of it. As a Fairphone 4 user it was relatively easy to install the stock Android version. I have enjoyed “Googling” for a while, however, my phone turned into a marketing machine rather quickly. I started to regret my decision after a few months and believe me I have tried.
So, now I’m back and sincerely hope no more outages the like the one in October occurs.

Bottom line is I understand your decision and just wanted to comment. Best of luck!

1 Like
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Thanks. Have passed it to the helpdesk team to respond. Due to the high volume of requests the helpdesk has a 5-10 day response wait period.

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Thanks @Manoj !
(Sometimes it seems you are the only one trying to keep this community alive.)

2 Likes
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Manoj does make e difference for me regarding Murena (but I don’t see/read about other stuff so I can’t grasp what is happening in the background)

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