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Why not make service reliability a king?

Today's outage force me to write this rant. I can hardly stand the amount of trouble I got today due to still ongoing outage of the service.

I've been a long time user of google tasks and GTD practitioner too. I loved Gtasks because it is simple and stable as hell. No single failure for 2-3 years of everyday usage.

However I've had a problem, mostly managing separate todo's between personal and corporate gmail. So I've searched for a solution and todoist seemed to fit. Gmail plugin, all platforms, a lot of other features on to of gtasks. I thought "perfect", this is it. I've decided to pay, move and rely thereafter on todoist. I believe that good service has to be paid to exist. I spent 3-5 hours moving btw.

So what did I eventually get? Three weeks of usage and no week without problems:
1) Sync broke several times, I had to relogin multiple times
2) Timezone shift during travel broke all due dates and I had to manually recheck and reset them
3) gmail, mac and web app constantly logged me out last three days, I had to login for one-two times a day
4) and finally service just broke for FULL WORKING DAY. It also duplicated some of the tasks I tried to add somewhere in the middle. I estimate a 3-4 hours loss of my time today solely trying to make todoist work for me

I do know that bugs are possible, I am a developer myself. And I can stand such a disruption once a year or two. However what I find really odd is the priorities todoist team has:
1) From what I gathered there were no support outside US working hours, At least twitter was mum and support site unavailable
2) Todoist team works on GDrive, other integration, better apps while CORE functionality is unstable...for paid users...

todo is an essential tool on par with email if not more crucial (emails can wait after all), how can it possibly be NOT 100% bulletproof?

I do not want to spend another day looking for alternatives, migrating and hoping for the best. I want to stay. I think todoist can and should deliver on the promises it gives.

So please, tell me you will align your priorities with the needs I think every customer seeks for.

All responses

Brendon Wadey staff
Replied on May 27, 2014 - 18:25 UTC

Hi,

Stability and a working service is 100% our concentration. Truly not sure where you got the idea other things are our priority. Yes we push new features and updates, that does not mean that is our main concern. A situation such as this is rare for Todoist, and we are now doing everything we can to resolve it and make sure it does not happen again. I want to make it clear, this does not occur often, or even close to often, this is a rare occurrence.

We do have some other sync issues recently, which in time with the server problems, does make things look quite bad. Though we are working on all of these and these other sync issues are quite new as well, and should be getting fixed quite soon, we had app updates planned.

As for your other issues, logging out issues tend to be related to cookies and other browser settings you have set. Another thread about this could help resolve it. Timezone issues tend to be caused by not accepting the timezone change when it happens, though we are looking into ways to improve this or prevent this.

We have support teams working in pretty much all timezones, though this server issue was indeed caught a bit late, took longer than we wanted. Though we have done everything as fast as possible so far to resolve it. Most of it has already been resolved, but now needs to catch up (server requests, etc from before).

Again, we are very sorry for all the trouble you are having and most should be resolved quite soon.

Regards,
Brendon.

S
scott premium
Replied on May 27, 2014 - 18:41 UTC

So when will think be up again?

Brendon Wadey staff
Replied on May 27, 2014 - 18:48 UTC

Scott,

Unfortunately we don't have an exact ETA, but we hope it will be soon. Most of the issues are resolved, but due to high sever load now, its going to take a bit to get back to normal.

Regards,
Brendon.

mishamsk premium
Replied on May 27, 2014 - 19:06 UTC

Brendon,

Thanks for a prompt reply. I was a bit too harsh maybe. Actually prompt support is really really helpful. One the other reason I moved from Google was absolutely no support. Like half a year, 500 messages or the same bug reported and exactly 0 answers. So go on with what you are doing, you are doing it right.

I would be really interested to read about problem cause, and I am ready to provide you with any detail you need to resolve all sync problems as soon as possible.

On a side note: you could probably consider a true 100% offline client, let say win\mac app which a user can revert to in case of such problems. gmail plugin I've been using throughout the day was in offline mode but constantly trying to sync which caused a lot of dups...

Brendon Wadey staff
Replied on May 27, 2014 - 19:17 UTC

Hi,

We will most likely be posting an update on our Blog at some point, and I believe we will mention the cause of the issue.

Regards,
Brendon.

MR
Martin Robertson premium
Replied on May 27, 2014 - 19:30 UTC

The big thing is the lack of communication (on twitter, anyway). Disappointing more than anything else

Brendon Wadey staff
Replied on May 27, 2014 - 20:02 UTC

Martin,

We feel we have communicated in all areas. I will double check to see if a twitter post was not posted, but I believe so.

Sorry for all the trouble.

Regards,
Brendon.

MR
Martin Robertson premium
Replied on May 27, 2014 - 20:21 UTC

Hey - look- there were updates, but very infrequent, and along the lines of "Things are bad, we're working really hard to make things better"

No explanation (ddos attack? server failure? comms issues?), no eta - I think that's the thing that people found hard to accept, as we had no idea on when we could (might be able to) rely on the service again.

Regards
Martin