tabletopitems
|
posted on July 26, 2007 06:42:51 AM new
my friend in Canada is unable to connect to Vendio, and in fact cannot see any images in our eBay auctions that are stored on Vendio servers.
are you aware of any problems?
|
EdCS
|
posted on July 26, 2007 07:23:39 AM new
Hello tabletopitems,
We did have some scheduled maintenance on the site last night however I am not aware of any problems with our image servers. I am however seeing some serious slowness on the ebay site at the moment with very long load times. Anybody else out there having problems?
Regards,
Ed
Vendio Customer Support
|
tabletopitems
|
posted on July 26, 2007 07:42:36 AM new
after some investigation with my ISP, they cannot resolve Vendio's IP address.
I checked with Cognos - and they can't resolve them either.
That means that no-one in Canada is able to log on to Vendio or to see Vendio hosted images in auctions.
if you want to speak to someone at my ISP, let me know,I'll be happy to give you a number.
|
pixiamom
|
posted on July 26, 2007 07:51:56 AM new
Neglus can't aceess Vendio or see Vendio hosted images at all in Mpls. See the Ebay stores thread for more locales that can't access Vendio. Seems like it's international except West Coast.
|
wgonzales
|
posted on July 26, 2007 07:59:27 AM new
I just received this email from a client in Canada:
I noticed this morning that it's not possible to click on any photo of your items in your store and see them closer. Is this a problem with your Internet server? I looked at others stores, thinking it was my computer, but I was able to see all items from all others Ebay stores except yours. I wanted to let you know about that problem if you want to try and tell me about this problem... Thank You! J*** from Canada
|
tabletopitems
|
posted on July 26, 2007 08:10:17 AM new
Dear Ed!
I want to make sure that you understand what I am saying, so I will repeat this again:
Most Canadians use Sympatico's IP or resellers that use Sympatico. I have checked with Sympatico, Cognos and Teksavvy, and all of them have told me that they can not resolve Vendio's IP address. In other words, they can not access Vendio.
Essentially, this means that most Canadians cannot see any images. That means as well, that all Canadians will not purchase from us today. Thanks Vendio!
This does not tell us how many others might have this problem in the US or elsewhere.
This has happened before when you did supposed maintenance.
Is there nobody to there to correct this?
I have 2 accounts and pay $200.00 a month and I expect much better service than this.
Who will compensate me for my lost business. And who will compensate me for the lost productivity of 2 people who can't ship at all.
I think that all vendio customers should be aware of this & realize how much this is costing all of us.
tabletopitems
|
pixiamom
|
posted on July 26, 2007 08:11:17 AM new
http://forums.ebay.com/db2/thread.jspa?threadID=2000407894&tstart=0&mod=1185462366497
|
tabletopitems
|
posted on July 26, 2007 08:16:13 AM new
Hi Pixie!
Where is Neglus located? On the West Coast?
It seems to be that there are areas in the US that can't access Vendio either.
Where it can not be accessed, the boards are not accessible either, and obviously neither are the images.
I assume that we would see many others here complaining, but they simply cannot come on to the board.
I can't believe the lousy service that Vendio is providing. It is galling!
tabletopitems
|
EdCS
|
posted on July 26, 2007 08:19:02 AM new
Hello again,
I have forwarded on your concerns to our engineering team to review and correct any server issues. I'll keep you posted of any updates.
Regards,
Ed
Vendio Customer Support
|
pixiamom
|
posted on July 26, 2007 08:24:10 AM new
Neglus is in Minneapolis. People on the east coast are affected as well, as are folks in the UK and Portugal. I'm in Oregon and I'm not affected, except that people can't see my pix if they live in Canada, east coast, midwest UK or Europe.
|
tabletopitems
|
posted on July 26, 2007 08:46:01 AM new
Thanks Pixie for responding!
What irks me more than anything, is that this has happened before & after maintenance as well.
Where is the responsibility of a company that does not bother to check & test these things when the maintenance is over?
This is not some small area. It seems to be most of the US at this point and large international areas,
The bland "connectivity issues? and other such lines don't cut it. What a pity they can't blame eBay's API!
tabletopitems
|
tabletopitems
|
posted on July 26, 2007 10:01:34 AM new
I just don't get it!
Over an hour has passed, and there is no update?
Did someone put the sever in a self cleaning oven?
There hundreds of people that are sitting & waiting & losing money at the same time. Meanwhile what are you guys doing?
No one has the decency to come & update us?
You should have someone here to post at least every 10 minutes.
tabletop-items
|
pixiamom
|
posted on July 26, 2007 10:27:01 AM new
There is an announcement:
Networking problem 7/26/07
07/26/07 - 9:56 am PST
X00554 Open Site access, post sale, images
We are currently experiencing a network problem that is resulting to limited site access from ceratin ISPs, mostly in Canada, the east coast, and some overseas locations. This problem may also result in image viewing issues from the affected ISPs. We are working with our network provider to resolve this as quickly as possible. We appreciate your patience, and apologize for any inconvenience. We will post updates as we get them from our engineers.
Vendio, my sister and I both have Comcast - she's in Minneapolis and can't access Vendio, I'm in Oregon and haven't had problems.
|
silverexpert
|
posted on July 26, 2007 10:27:14 AM new
Hey Table -
you're writing like you've lost your Top!
How exactly would it help you to hear "nothing new" every 10 minutes?
It wouldn't do diddly to help you!
OTOH it would take away time from someone who is actually trying to do something to correct the problem.
I understand that you're just venting - but you sound unhinged!
|
tabletopitems
|
posted on July 26, 2007 10:40:05 AM new
Silverexpert
Could not disagree with you any more!
Do you work for Vendio?
tabletopitems
|
silverexpert
|
posted on July 26, 2007 10:48:29 AM new
Table
Now you're starting with paranoid delusions...
take a chill pill!
|
DianaCS
|
posted on July 26, 2007 11:02:22 AM new
Hello everybody,
Please be assured that we have all hands on deck working to resolve this problem. The issue is related to network maintenance performed last night by our main ISP, which involved some routing table updates (please forgive the vagueness here, I am not an engineer and don't want to post misinformation! ) We are working on this and will update you as we get more information on the ETA.
Thank you for your patience!
Diana
|
toyspast
|
posted on July 26, 2007 11:14:00 AM new
I cannot see pics through my AOL server - just thumbnail pics. I posted a seperate topic for this, but it looks as though it's related to this problem.
|
NathanCS
|
posted on July 26, 2007 12:21:41 PM new
Hello,
We will be performing a short maintenance which should correct this problem. This will occur at approximately 12:30pm. Most customers will not be able to access Vendio for a few minutes while we perform the maintenance. Some of our customers will experience a slightly longer down time, but we do not expect it to exceed 20 minutes. Thank you for your patience.
Regards,
Nathan
|
jtomp
|
posted on July 26, 2007 01:09:23 PM new
Vendio is back, hurrah. I am in Colorado - not Canada or the east coast - and have not been able to access the site all day. Of course, this was the only time I had available to get things listed today. I wonder how many bids we all missed because pictures were not available.? I am sure it has been very frustrating for the Vendio staff, but at least they had an idea what was happening. Vendio users were left in the dark - literally.
Jane
|
aaronandelise
|
posted on July 26, 2007 01:13:02 PM new
"posted on July 26, 2007 07:23:39 AM new
--------------------------------------------------------------------------------
Hello tabletopitems,
We did have some scheduled maintenance on the site last night however I am not aware of any problems with our image servers. I am however seeing some serious slowness on the ebay site at the moment with very long load times. Anybody else out there having problems?
Regards,
Ed
Vendio Customer Support"
-------------------------------
Vendio new NOTHING about the service being down at 7:23 PST, as per Vendio's statement.
How on earth do you not have someone checking for service after a maintenance? How on earth if you now want claim you did have someone checking, did you not announce the problem and inform your staff???
----
I love that Vendio's first response is to elude that if there was a problem, it may be eBay's fault:
"I am however seeing some serious slowness on the ebay site at the moment with very long load times."
This is typical of Vendio's service. It's eBay, not us mantra has gotten way too old.
----
We are either being lied to, or it is incompetence. Neither is reassuring.
Vendio users could not work, and had no pictures for their items to sell.
Step up to the plate and take some responsibility for your actions and lack there of.
What is Vendio going to do to compensate us for that?
Aaron
|
toyspast
|
posted on July 26, 2007 01:16:20 PM new
I am able to now see pics on AOL. Thank you. I want to re-iterate what tabletopitems said above in a nutshell - why does this stuff happen after you do maintenance? Don't you test stuff when you turn everything back on? This is not the first time this has happened when you do maintenance. I start to cringe whenever you say you're going to do "maintenance" now.
|
sunnyjo
|
posted on July 26, 2007 01:21:35 PM new
It's 3:19 pm in Chicago. This is the first access to the site I've had ..... I couldn't even get to the home page before. It was as if Vendio was a web address that didn't exist.
I can't believe you guys don't have the ability to e-mail your subscribers to at least advise us that you know there's a problem and you're working on it.
You left a bazillion of us hanging with absolutely no way to even access the must primary parts of the web site.
I'm usually so accomodating when things get goofy on websites (I realize stuff happens), but this one disgusted me.
It's not that someone made a mistake, it's that the LAST thing anyone seems to think about is the need to contact your own customers.
|
EdCS
|
posted on July 26, 2007 01:44:32 PM new
Hello again,
It appears that the recent maintenence has worked to restore usability to the customers affected with site issues this morning.
Thank you for alerting us to the issue immediately and your patience while we made the necessary corrections to the site.
Regards,
Ed
Vendio Customer Support
|
DianaCS
|
posted on July 26, 2007 02:00:36 PM new
Hello everyone,
Thank you for posting. We appreciate your feedback (and we can certainly appreciate your frustration! ) We would like to make sure you understand that although it may look like the problem was widespread from the posts here, I can assure you it was not (our monitoring system did not show a noticeable dip in traffic, which is in part why no alarms were triggered. )
I can also appreciate your frustration with our response, but please understand that during an outage we are entirely focused on troubleshooting and fixing the issue, posting announcements, and responding to incoming emails/chats/phone calls. In this case, there was not enough time to email our entire userbase, nor could we identify who was online and who was not able to get to the site. We are looking at ways to improve communications with customers as we realize we could do a better job of this.
Thanks, again, for your patience and understanding. Site access has been fully restored as of about 12:45 pm PDT.
Best regards,
Diana
[ edited by DianaCS on Jul 26, 2007 02:04 PM ]
|
deur1
|
posted on July 26, 2007 02:11:15 PM new
I did not appreciate my frustration!
I hope it is at long last fixed.
Thanks
|
deur1
|
posted on July 26, 2007 02:14:18 PM new
try answering the POTENTIAL buyers on auctions that closed today
like this - a real cut and pasted question
Hi,
for some reason your pictures are not showing up on the listing itself. I would like to be able to view a larger picture of it. thanks.
|
eantiquez
|
posted on July 26, 2007 02:15:42 PM new
Ed - Can you please tell your management we'd like to see a big public apology when we log in that says something like: Our scheduled outage turned into a complete disaster, and we're VERY SORRY, so much so that we're looking at ways to credit those of you how were running auctions at the time and making it up to you in the form of credit to your Vendio invoice."
There's nothing on the Sales Manager screen right now. That really looks like Vendio is trying to hide this mess from everyone, and that is a technique I've seen used by this company in the past; and every time, it makes me angry.
And by the way - it's a common industry practice for sites to put up banner pages during complete outages (a page redirect) that would have at least provided a heads up to all of us who tried to log in, but only got a DNS Error or Page Not Found.
Really...keeping your customers informed rather than making us wonder is not customer service.
|
silverexpert
|
posted on July 26, 2007 02:26:19 PM new
[ edited by silverexpert on Jul 26, 2007 02:28 PM ]
|
jtomp
|
posted on July 26, 2007 02:27:29 PM new
I agree. A banner page or some sort of redirect to let your customers know that you are aware of the problem and are working on it would go a long way to alleviating the frustration we all felt.
|
