A good example of great customer service


Decathlon has recently opened a couple of stores in HK.  So far I have good experience shopping in the physical stores.  Good products, good prices and nice staff.  Decathlon also tries to make shopping experience smooth.  For example, she puts small panels for shoppers to look at product information and availability.  Shoppers could also use their mobile phones to scan the product QR codes.  They can easily read comments of products along the course of shopping.  That certainly makes the shopping experience more engaging.  For me, I feel a lot greater to read comments than not when I am considering buying something.

Then one day, I visited her online shop, starting to look at some products that I am interested.  As usual, right, being an online shopper, I read the review comments.  Then, I read the following for an inflatable camping mattress,

this mattress is very heavy and the weight is not mentioned in the specification, i dont recommend it for either camping or hiking, wonder what is it good for as an inflatable mattress, i would like to return it.
Oh my …! It is unbelievable that something heavy is not specified with the weight!  That bounced me back a little bit though there have been a few other better comments boosting my buying incentive.
Of course, I read along.  There is a reply from the customer service.  It reads,
Hi Darshan,

Thank you for your feedback on the Arpenaz Air Comfort 140 mattress. I understand your frustration as I came to know that the weight description of the mattress is missing on the website. This is an error from our end and should be rectified soon and I apologize for any inconvenience caused. In the meantime, I would like to suggest the possible uses of the mattress. This is a mattress ideal for car camping and when you only have to walk short distance to reach the camp site. The Air mattresses provide more cushion when compared to hiking mats and therefore are more comfortable but at the cost of weight. But if you are someone who would like a light mattress for hiking then I suggest you have a look at our range of Forclaz hiking mats.
Furthermore, please feel free to return the mattress to your nearest Decathlon store for an exchange or refund if it is in saleable condition.
I am at your disposal in case of more questions.

Best Regards,
Ravindra Charan
Product Trainer & Community Manager-Mountain Sports

Great!  It immediately pulled me off from that little “bounce back”.  I found the reply a good example of how great customer service results when simple bits of “right-doings” come together.
I appreciate the reply in terms of:
  1. It admits immediately the error with an apology, pledging to fix the error.  This immediately calms the complainer down.
  2. Next, it explains the usage by design (“ideal for car camping”).  That tells why physically the mattress is so heavy.  Psychologically, it fulfills the imbalance in the customer expectation between “camping mattress should be light” and “the mattress I bought is heavy”.  In fewer words, it makes the customer logically fulfilled.
  3. Then, it provides an option that “makes sense” for the customer.
  4. Lastly, it tells the customer, “You won’t be penalized for our error.  You can return or exchange it (probably with the other option).”  That perfectly remedied the last bit of dissatisfaction over “loss”.

And naturally, the reply was tagged by the customer as “found helpful”.  Great customer service.


Shrink an LVM volume

First, boot your machine up using a SystemRescueCD.  Then follow the command sequence below.

# Make any logical volume available to Linux
vgchange -a y
# Force a filesystem check for the target volume
e2fsck -f /dev/mapper/vg_server1-lv_root
# Resize the filesystem (a safer measure is to resize it to 10% less than your target size)
resize2fs /dev/mapper/vg_server1-lv_root 90G
# Reduce the LV size (to your target size)
lvreduce -L 100G /dev/mapper/vg_server1-lv_root
# Resize the inner filesystem to fit the LV
resize2fs /dev/mapper/vg_server1-lv_root
# If you have a few LVs and you do the above for all, chances are you are left with a PV having a few fragmented LVs
# The command below sees how the LVs are arranged
pvs -v --segments /dev/sda2
# Move the fragmented LVs back to the front
pvmove --alloc anywhere /dev/sda2:<src-from>-<src-to> /dev/sda2:<dest-from>-<dest-to>
# Shrink the PV
pvresize --setphysicalvolumesize 64G /dev/sda2
# Then use GPartEd in X-windows to resize the partition

References: [1] [2]


























Setting savedefault option for grub in Ubuntu 13.04

Thank to kstevens.

You need to have both of these lines in /etc/default/grub:


Then run sudo update-grub.

Check the entries in /boot/grub/grub.cfg and they should look something like:

### BEGIN /etc/grub.d/10_linux ###
menuentry 'Ubuntu, with Linux 2.6.32-22-generic' --class ubuntu --class gnu-linux --class gnu --class os {
        insmod ext2
        set root='(hd0,5)'
        search --no-floppy --fs-uuid --set c23bb931-2d60-4f48-9086-c8dbdc7fdca6
        linux   /boot/vmlinuz-2.6.32-22-generic root=UUID=c23bb931-2d60-4f48-9086-c8dbdc7fdca6 ro splash vga=786  quiet splash
        initrd  /boot/initrd.img-2.6.32-22-generic

The most important line to note is savedefault.  It indicates that this menu entry will save itself as the default when selected.  Verify that this line appears under each menu entry.

Un-revoke certificate in OpenVPN

First of all, “un-revoking” is not an official term. And in PKI practice, a certificate should never be un-revoked.

However, there are cases that things get wrong and you do not want to complicate things by creating new certs.  You may consider this method.

  1. cd <whatever directory your openvpn configs are in, e.g. /etc/openvpn>/easy-rsa/keys
  2. Backup the files crl.pem and index.txt.
  3. There should be an index.txt, with certificate IDs in it. The ones starting with “V” are valid, and ones with “R” are revoked. You can edit that file, and fix the first char to “V”, and delete the third column (the revocation date). If you have more then one certificate, you should see the pattern (sequential number comes in the third column now, etc).
  4. Delete crl.pem
  5. cd ..
  6. . ./vars
  7. openssl ca -gencrl -out "crl.pem" -config "$KEY_CONFIG"
  8. You should find a new crl.pem generated in the current directory. Copy this file to the sub-folder keys.  Done!

Quick script – start VirtualBox VM in headless mode at boot time

#! /bin/sh
# /etc/init.d/StartVM

#Edit these variables!
VMNAMES='browserkiosk01 browserkiosk02 browserkiosk03 browserkiosk04'
case "$1" in
 echo "Starting VirtualBox VM..."
 for vmname in $VMNAMES
 sudo -H -b -u $VMUSER /usr/bin/VBoxVRDP -s "$vmname"
 sleep 30
 echo "Saving state of Virtualbox VM..."
 for vmname in $VMNAMES
 sudo -H -u $VMUSER /usr/bin/VBoxManage controlvm "$vmname" $POWEROFF
 sleep 10
 echo "Usage: /etc/init.d/StartVM {start|stop}"
 exit 1
exit 0


Check if async I/O is enabled in CentOS

First, the command:

grep kio /proc/slabinfo

It gives output similar to this:

kioctx 24 60 384 10 1 : tunables 54 27 8 : slabdata 6 6 0
kiocb 7 15 256 15 1 : tunables 120 60 8 : slabdata 1 1 0

Look at the column header in the first line of /proc/slabinfo:

# name <active_objs> <num_objs> <objsize> <objperslab> <pagesperslab> : tunables <limit> <batchcount> <sharedfactor> : slabdata <active_slabs> <num_slabs> <sharedavail>

To distinguish if async I/O is enabled, check first and second columns.  If they are non-zero, that means async I/O is enabled (disabled if all zeros).

To drill a little bit more:

  • Slab allocation is a kernel memory management mechanism to kernel memory usage more efficient, hence improving performance (http://en.wikipedia.org/wiki/Slab_allocation);
  • /proc/slabinfo stores statistics about the Slab allocation;
  • There are many data structures in /proc/slabinfo storing different statistics;
  • Among them, kioctx and kiocb are 2 data structures used to store statistics for async I/O.  Hence, if they are non-zero number of objects for <active_objs> and <num_objs>, async I/O is being used (http://chenguangblog.wordpress.com/2011/03/09/async-io/).

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