I am a customer too, and I wield no torch or pitchfork, but I grow increasingly frustrated at the lack of response from Linode.
I understand your point about the idea that they may be unable to speak to the issue due to law enforcement efforts, but for the moment, acknowledgement would be satisfactory. I would be happy with, "We're aware of the rumors regarding the intrusion at Linode this past week. We are working with law enforcement and cannot comment on details at this time. However, we will provide a full postmortem once we are able to do so."
The problem is when the explanation never comes. It's OK if it's not this second, but tell us it's coming, and then follow through. Complete silence is frustrating.
>Thank you for your inquiry, and I certainly understand your concern. We are still conducting an active investigation and unable to disclose most information at this time. This being said, we do not yet have any evidence that any payment information of any customers have been compromised. We will be releasing further information regarding the incident soon, so please keep watch of our website and blog for said information. If you have any further questions, please feel free to ask.
That actually sounds pretty close to what you're asking for, although I have to say it didn't make me feel much better. It would be nice if they would make a public statement too.
I get it. It's just that these things keep getting exaggerated, twisted and blown out of proportion in the best Fox News, CNN, MSNBC, et al. style. It's sad to see it happen on HN, where things ought to be far more analytical and data (aka: facts) driven.
I understand your point about the idea that they may be unable to speak to the issue due to law enforcement efforts, but for the moment, acknowledgement would be satisfactory. I would be happy with, "We're aware of the rumors regarding the intrusion at Linode this past week. We are working with law enforcement and cannot comment on details at this time. However, we will provide a full postmortem once we are able to do so."
The problem is when the explanation never comes. It's OK if it's not this second, but tell us it's coming, and then follow through. Complete silence is frustrating.