Ahhhhh, technology – for the most part it makes our lives easier – it allows us to get the answer to any question within seconds, listen to music anywhere we want, talk to our loved ones while hiking a mountain trail and shop for anything our hearts desire without leaving the comfort of our homes. While I totally love and appreciate the wonderful things technology affords us, there are times when I really don’t care for it!. Tonight would be one of those times.
Typically I don’t rant on my blog, but tonight I have good reason. Let me explain:
Earlier this evening technology was the cause of a lot of frustration, aggravation and sadness for me and Sewplicity. Etsy made some updates to their website tonight which resulted in a technical glitch that had a very direct and very negative affect on my business.
The Glitch: An update to the Etsy Convo System caused auto-replies to be sent to all conversations.
The Problem: Up until now, auto-reply was only available when your shop was closed (in vacation mode). The last auto-reply I had saved was back in December when I took a week off to prepare for the holidays. When this update happened, it pushed the last auto-reply to be sent to any current unanswered covos. The last unanswered convo I had was from a customer who purchased two listings by mistake and asked me to fix it. Of course, the immediate reply she got sent said “Thank you….my shop is currently closed and will reopen December 4th….it may take a few days for me to get back to you…” I can just imagine how annoyed this customer must have been to receive that reply!
The Result: The customer in effect left me two, TWO, (did I say two?) negative feedbacks which completely destroyed my perfect feedback score. I pride my entire business on quality and customer service and tonight it was essentially blown to bits by a “little” technical glitch in which I had absolutely no control of.
So what happens now? Well, I’ve sent an apology explaining the situation to the customer. I have yet to hear back from her. I also sent an email to Etsy support. Of course it could take several days to get a response back and hopefully have the feedback removed. I can only hope that this gets resolved in a timely manner. Until then my shop sits with it’s 98% positive feedback and big ugly red – mark (without explanation) discouraging all potential customers.
So, today technology gets a big fat raspberry from me. Hopefully tomorrow I will feel a little more love for it!
Thanks for listening!