A brick wall
Venting a bit.
My boss has this habit of blaming the customer for site issues, until the complaint falls on his desk. Once it lands on his desk from the almighty Yelp reviewers, suddenly it is important and must be taken care of.
For the past year, I received complaints on/off about site issues, primarily the cart. These issues include: the cart randomnly adding items that were removed or not ordered at all, quantities adjusting or re-adjusting themselves, added items suddenly disappearing, or - my favorite - the cart suddenly clearing on its own. We do not have a clear cart button in the cart.
When I bring this to the attention of the boss, I am met with a "Did you trouble shoot? Can you duplicate it? What did they click? Tell them to use another browser."
I was NOT able to duplicate these issues myself, no matter which browser I use, so I had no way of trouble shooting with the customer, short of "Use another browser." I have been trying to duplicate these issues. And when I ask if he can check on it, his response is "Well they must be doing something wrong." How?! This is a basic site: Click an item, add to cart, check out, pay, receive order. A child can do this.
Finally, I duplicated an issue: The cart quantities auto-updating. It felt great (and annoying) to FINALLY see what the customers were seeing. I duplicated it three times and recorded it. I added TWO items to my cart. Updated one to 3 (up from 1), the other to 1 (down from 2). When I clicked to check out, it reverted back to the old quantities.
I sent it to the boss with "I see what the customers are seeing" and full details of what I did. His response: "Well, you're updating it too fast. Try waiting a few seconds between updating quantities. 5 is usually the magic number." So he told me to click an item, wait 5 seconds, update the quantity, wait five seconds, and do this for each item I wanted to update before checking out so the changes would stick. If I had to do this with ANY website, I would not be ordering from them. So, of course I express this as a consumer and his response is "Well, if they really want it, they will be more patient. They're updating too fast and the site can't keep up." It's our customer's fault for clicking the items too fast, that's causing the site to lag and not read updated quantities properly, thus making them change back...
So after a nice 1 star yelp review were the person said she would have given us a 5, but the site was near impossible to work with since her quantities NEVER come in the way she placed them, the boss asked me if other customers were complaining. I wanted to reply with "Well, nuh-duh," but opted for a "Yes, they have been. I mentioned this before. I wasn't able to duplicate it until (date of video), when I sent the video. We discussed it for a bit then, remember?" I nearly wanted to punch him with his "We did? Huh. I don't remember that." But he FINALLY reached out to the web developers to see what the issue is. Hopefully the issue is resolved.
My boss has this habit of blaming the customer for site issues, until the complaint falls on his desk. Once it lands on his desk from the almighty Yelp reviewers, suddenly it is important and must be taken care of.
For the past year, I received complaints on/off about site issues, primarily the cart. These issues include: the cart randomnly adding items that were removed or not ordered at all, quantities adjusting or re-adjusting themselves, added items suddenly disappearing, or - my favorite - the cart suddenly clearing on its own. We do not have a clear cart button in the cart.
When I bring this to the attention of the boss, I am met with a "Did you trouble shoot? Can you duplicate it? What did they click? Tell them to use another browser."
I was NOT able to duplicate these issues myself, no matter which browser I use, so I had no way of trouble shooting with the customer, short of "Use another browser." I have been trying to duplicate these issues. And when I ask if he can check on it, his response is "Well they must be doing something wrong." How?! This is a basic site: Click an item, add to cart, check out, pay, receive order. A child can do this.
Finally, I duplicated an issue: The cart quantities auto-updating. It felt great (and annoying) to FINALLY see what the customers were seeing. I duplicated it three times and recorded it. I added TWO items to my cart. Updated one to 3 (up from 1), the other to 1 (down from 2). When I clicked to check out, it reverted back to the old quantities.
I sent it to the boss with "I see what the customers are seeing" and full details of what I did. His response: "Well, you're updating it too fast. Try waiting a few seconds between updating quantities. 5 is usually the magic number." So he told me to click an item, wait 5 seconds, update the quantity, wait five seconds, and do this for each item I wanted to update before checking out so the changes would stick. If I had to do this with ANY website, I would not be ordering from them. So, of course I express this as a consumer and his response is "Well, if they really want it, they will be more patient. They're updating too fast and the site can't keep up." It's our customer's fault for clicking the items too fast, that's causing the site to lag and not read updated quantities properly, thus making them change back...
So after a nice 1 star yelp review were the person said she would have given us a 5, but the site was near impossible to work with since her quantities NEVER come in the way she placed them, the boss asked me if other customers were complaining. I wanted to reply with "Well, nuh-duh," but opted for a "Yes, they have been. I mentioned this before. I wasn't able to duplicate it until (date of video), when I sent the video. We discussed it for a bit then, remember?" I nearly wanted to punch him with his "We did? Huh. I don't remember that." But he FINALLY reached out to the web developers to see what the issue is. Hopefully the issue is resolved.