Updated: In the curious case of Amazon's (AMZN) cloud outage, I was utterly horrified to read one of the company's customer communications this morning. Amazon recently wrote to the customers who lost data last week; reading what they said, I can scarcely believe my eyes. Let's take a look, in The Long View... As you probably know by now, the Amazon cloud services -- AWS EC2 (Amazon Web Services Elastic Compute Cloud) and RDS (Relational Database Service) -- went bonkers last week, and a few customers lost data as a result.
Now, we hear,* Amazon has written to those customers to say sorry, but included perhaps the most idiotic remark I've ever heard from a technology company.
After saying that they'd worked diligently to recover what they could, in some cases reconstructing the data "by hand," the Amazon AWS team poured gasolene on the flames, by adding this advice:
What we were able to recover has been made available via a snapshot. ... If you have no need for [it] please delete it to avoid incurring storage charges.
Uh, hello? Did I just fall through a portal to an alternate universe? So, Amazon, it's not bad enough that you've lost their data; you have to add insult to injury by charging them for storing the corrupt copy of their data. Good grief.
Listen, I love Amazon's customer service -- when it comes to buying books, SD cards, and Televisions. But the AWS team seems to be intent on compounding their problems. It's further damaging trust in the AWS brand, which is already badly scarred by last week's high-profile outage.
Are you insulted? Leave a comment below...
*- Is it possible we hear wrong? Yes, it's possible. If Amazon would like a right to reply, my email inbox is always open.
Richi Jennings is an independent analyst/consultant, specializing in blogging, email, and security. He's also the creator and main author of Computerworld's IT Blogwatch -- for which he has won American Society of Business Publication Editors and Jesse H. Neal awards on behalf of Computerworld, plus The Long View. A cross-functional IT geek since 1985, you can follow him as @richi on Twitter, pretend to be richij's friend on Facebook, or just use good old email: TLV@richij.com. You can also read Richi's full profile and disclosure of his industry affiliations.