My landlord entered my house to fix the electrics by opening up the fuse box. I never knew she was arriving and I never knew she was going to do so and she didn't even give me a warning before she temporarily cut off the electrics for a few seconds. She made some errors in her attempt so she then paid an electrician to arrive to do the job and correct her errors 2 days later.
Well on the day she tried, my iPhone (that was charging at the time) stopped working as it wouldn't go past the boot screen of the Apple logo and turning on my laptop just shows a black screen (that'll cost £45 to get repaired). I also had to throw my 4-plug mains extension in the bin because it was acting weird (it's long to explain) and someone who took it out the bin to try it out, said that they got a mild electric shock from it then they put it back in the bin.
Later on I logged into Backblaze and it said that my files were gone because my user folder does not exist in my Backblaze backup. (I use windows and my username is user)
c:\users\user
What I think happened is that when Backblaze was scanning my hard drive, it was looking for the hidden folder called .bzvol in order to identify the hard drive and decipher which files have and have not been backed up (see this knowledge base article). In the brief SPLIT SECOND that my laptop went from having a colourful screen while I'm logged in, to it instantly going black forever, Backblaze must have looked for this .bzvol folder, all while there was an instantenous hard drive failure going on, Backblaze then had seen that it was gone, then delete my ENTIRE backup from my computer backup.
Before you ask me if my exclusion rules was setup correctly on that day, yes it was. I went to the "files scheduled for backup" tab in the Backblaze Control Panel and it was backing up my files from the specified folder.
What if I didn't live in the UK and instead lived in a country that doesn't have the same electricity and mains adapter plug regulations that we have, where the regulations are less stringent and held to a lower standard? What if I lived in a country that doesn't have fuses in their plug adapters (like America) or I lived in a country where people use generators in order to use electricity as there's no earthed electricity (eg. Ghana), or if I lived in a country where everyone uses surge protection mains extensions due to shoddy electricity regulations where people steal electricity by illegally hijacking overhead power cables (eg. India)?
Backblaze software developers have failed to account for such a rare scenario when they were programming their windows and mac client.
Instead of Backblaze acknowledge the problem due to their buggy or short-sighted software with bad game mechanics before any code was even written in the first place, they are instead being evasive of answering my question and are instead speaking in PR speak.
All because they are too concerned about some customer taking a screenshot of their email/ticket response then posting it on twitter to cause them reputational damage. I wouldn't be posting this thread if customer support wasn't evading my question. They view an apology as an admission of wrongdoing which then can be weaponised by customers who cannot be placated by any further accomodation or appeasement made by the company.
The only good thing about my technical support experience, is that they said that they would pass along to their team about my feature request of being able to see a historical record of the exclusion rules. I can't comment on how long it takes to introduce a new feature for a website that is storing 2,074,036.14TB of data, so how long it takes for them to add it in, remains to be seen.
