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.
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!
I left /e/os official becouse it wasn’t working well on my CMF Phone 1. So i flashed Nothing OS 3 and my phone now is another phone, in a better way. Sadly…
However, just to clarify: i am very satisfied with the /e/OS and I will keep using it (and perhaps i will order another phone from the murena shop at some point in the future). But the cloud services haven’t been working for over 9 months, and with a non-functioning customer support, I am now looking for different (next?)cloud solutions.
(By the way, still no response from customer service, after @Manoj his interference, but this was only 7 days ago (on top of the already 1 month of waiting) so perhaps it’s still coming.)
@Manoj I don’t think I am that important personally, but I was a loyal and paying customer. And I don’t think Murena can afford to lose people like me. I think I had read it elsewhere on this community forum, and I wholeheartedly agree: please consider if it is possible to offer premium customer support for paying customers. If I would be able to support your cool project by paying a bit extra, and getting a functioning ecosystem in return, this would be a win-win-win situation: a win for me, a win for Murena, and a win for society at large.
I checked the issue thread on helpdesk. Moving the recovery folder to the sync able portion is not possible as per the thread. I have requested the support team to check with infra guys if there are any other options to download the folder.
Will pass on the feedback on the premium customer support.
can’t speak to the rest of the topic, but a contributing factor to your frustration in recovering the files was that for first-time @e.email registered users this remains their primary ID - and login things fail if they use @murena.io.
(seen traces of SSO, but until deployed the domains aren’t interchangeable)
Yes, that’s definitely an issue, and it took me some time to find out, because my murena id sometimes seemed to work on some devices but not all and then they wouldn’t sync. Anyway, yes, that’s an issue, but on my laptop syncing doesn’t even work for my e.email account.
