…and now we enter into the angry stage

November 12, 2009 |  Category:   life the biz


Ok. I am so over being calm about this. Our site has been down for over 24 hours and I still don’t know when it’ll be back up. Now I am all kinds of pissed. The worst thing about this? Having no control. Basically the business is held hostage by admin until they can get to our support ticket (we are supposedly halfway up the queue) and decide that it’s “safe” for the server to have our site be live again. So we just have to sit and wait. and wait. and wait. What should have been a windfall in sales and new customers instead has turned into a nightmare of a site that doesn’t work. Who’s going to come back after seeing that? But wait…no…trying to be calm. What good is it if you’re spending your day pissed when you can’t do a thing about it? All that does is give you a headache and now that I’m often “customer service” and sometimes on the receiving end of surly complaints, I completely understand. So I’m trying not to take my frustrations out on the 6 tech guys that I’ve talked to on the phone. They are just the messenger. But. it’s. hard.

So we will wait and continue to be calm. Even if we really feel like this (NO! We did not show her how to do that. Just a funny split second moment captured on iphone by grandma. Lord knows what she was doing).

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  • Fog and Thistle November 12, 2009 at 5:16 pm

    Ok, I feel the red hot anger through the computer monitor and hell it’s justified! I know when the Martha thing was coming up Matt researched and found a host that was able to handle a sudden large onset of traffic. If traffic got heavy, it was supposed to move us over to another server seamlessly. Halfway through the day, my site suddenly went down. Matt threw up a page holder (I don’t know this works exactly but apparently you do since you have one up) and got them on the phone to figure out what the problem was. It was actually unrelated to the traffic spike and just bad timing but they were pretty responsive about fixing the site fairly quickly. You might want to find a host that can do something like that since you get a lot of unexpected press and if you want the name the one Matt found I can ask him what it is. While well meaning to get such a great review it would have been nice if they gave you head’s up or actually mentioned you BY NAME in the write up (geez!)

  • Fog and Thistle November 12, 2009 at 5:17 pm

    Funny pictures by the way.

  • Brenda November 12, 2009 at 5:19 pm

    Are you able to have the magazine change the URL to one of your shops instead? My heart is bleeding for you and I don’t know how you’ve managed to remain calm as long as you have!!!

  • Jenna November 12, 2009 at 5:27 pm

    thanks rachel and Brenda. The url is changed on the archive that is on the website, but not in the email newsletter that is sent out. It’s like DailyCandy.

  • llillian November 12, 2009 at 5:33 pm

    I am sorry about the technical difficulties, but that is the best picture ever!

  • Fiona November 12, 2009 at 7:28 pm

    OH, that picture made me laugh out loud.

    So, so sorry about the site, and I feel your pain. But Claudine is so funny!

  • Doris November 12, 2009 at 7:39 pm

    Hi Jenna, i’m Doris from Malaysia.
    I stumble your blog from pinayhekmi’s links and fall in love at first sight. Your blog is simple and with great photos. I love Claudine lips and Mia’s eyes. They’re so cute and all the photos in this site are awesome…just like a professional photography. Can’t wait to read your daily updates.

  • Demara November 12, 2009 at 7:44 pm

    Your daughter is very cute even if mad, if she is in that photo. hehe..and it’s a perfect photo to emphasize your website frustration.

    Reading about your website frustration reminded me of a very reliable place to get websites. Not only are they inexpensive there but you get to personally update your site! AND best of all they have 24/hr phone support, something you may be interested in. You can find them at: http://www.self-edit.com. I’ve been really pleased with them for our online geocache container store!!

    Hope your site gets up and running again soon, and that you don’t have to do too much customer service because of it : /

  • christina November 12, 2009 at 7:54 pm

    I’m so sorry to hear that what should have been something so great for you has turned into such a nightmare. I’m sending all my positive thoughts your way…and to those tech guys as well. Good luck!

    Love your daughter’s expression in this photo, btw.

  • Lisa November 12, 2009 at 8:10 pm

    Fantastic. Without realizing it, you gave me one hell of a laugh just when I needed it most. Great pic. I have one just like her 🙂 Love the blog – thanks for putting it all out there. Best of luck. L

  • heesun November 12, 2009 at 8:50 pm

    Geez! I feel so bad for you guys! Will send good wishes your way. Hopefully your site will be back up soon. LOVE the pics. So funny. Your little girls are precious.

  • Christian November 12, 2009 at 9:15 pm

    That is no way to be treated by a web host. They should be doing what they can to help you succeed. Find someone else!

  • jean November 12, 2009 at 11:00 pm

    great shot. fire the host.

  • Sub-Studio November 12, 2009 at 11:09 pm

    sorry to hear about your hosting troubles…that really sucks! I just wanted to throw a recommendation your way: http://www.icdsoft.com – I’ve used them for years and love them – our sites have never been down even with mentions on Thrillist, Daily Candy, etc. If you go over your allotted monthly bandwidth you can either upgrade your plan, or you can purchase extra bandwidth, but either way, they don’t screw you over by taking down your site (in my experience anyway). Good luck with everything – hope you’re back up and running soon!

  • Kitty November 12, 2009 at 11:32 pm

    Ha! I love the iphone image of Claudine. Have you considered making it the iphone’s wallpaper?

    Websites/servers are bound to be occasionally down. It is extremely frustrating + you have every right to be extremely pissed!!! But if a customer really wanted to buy something they will go back when the site is up again. Even back when computers did not cause disruptions, shops now and again would have had interruptions to normal services so to speak.
    Shops have closing hours. Your website is almost a 24hr shop! What more should people ask for. Keep the pressure on the IT guys but maybe take this as an impromptu breather…you probably need it when everything is back up again!

  • quyen huynh November 13, 2009 at 1:56 am

    Claudine looks absolutely adorable even the anger expression. Too too cute!

  • christiana November 13, 2009 at 2:47 am

    I just happened to stumble onto your blog today by way of “blushing ambition” and I just wanted to comment on how it has officially made my day!!! Looking at all the fun pictures and reading the stories about your beautiful family is uplifting! Your little one reminds me so much of my niece… she is only 16 months but they seem to share a love for making quirky expressions.. I adore it! Thank you for making my day and keep up the amazing work!

  • xj November 13, 2009 at 8:59 am

    i love that picture!

  • gizella November 13, 2009 at 11:31 am

    this must be beyond belief…so frustrating. People will come back, your stuff is magical.

  • Tumus November 13, 2009 at 11:48 am

    OMG! I hope you guys DO get it back soon though because the article was great and yes, even I secretly want those cookies, but I can wait if necessary for the goodness ^_~

    Hoping for the best!

  • Mery November 13, 2009 at 1:45 pm

    So funny! Love both pics!

  • kribss November 13, 2009 at 1:56 pm

    i.LOVE that face!! its just awesome :O)

  • Lara November 13, 2009 at 3:35 pm

    I’m bummed that the site is STILL down.

  • .amanda. November 13, 2009 at 8:37 pm

    super, super priceless!!! My husband and I are laughing like mad…