Export order function is broken has anyone else noticed ?

[jimmysierra]

Have others noticed there export order function broken as of Sept 11 2019 ?

I cannot get an order export to work 

I waited 24 hours only to get the note below from 'advanced support'

I rely on this to process orders 

This seems unacceptable to me remove this function which has worked for years and simply say "it is a bug"

 My email :

*********************************************

On Fri, Sep 13, 2019 at 4:47 PM Weebly Customer Success <weebly@help-messaging.squareup.com> wrote:

Hi there,

The problem you’re describing has been identified as a bug and is being investigated by our engineering team. I don’t have an ETA for when they’ll have the issue fixed, but someone will follow up with you as soon as we have an update. I’m very sorry you’ve run into this problem, and thanks for your patience while our team works to get this resolved.

Taylor

This is a basic function you have removed

it WAS working for years

it is a bit unacceptable to have to wait 24hrs with no resolution 

I would like my account sales executive to issue a partial refund as I am paying for a basic feature has worked for years and which I need and I am more than 

inconvenienced 

Please respond to this email with information on how you will compensate for this reduced service

Kind Regards,

Jim  

Taylor
Advanced Support



--------------- Original Message ---------------
From: Weebly Customer Succes 
Sent: 9/12/2019 4:02 PM
 
Subject: Live Chat with Jim Normandi
 

I’m escalating your request to our senior support team for investigation, and they will be following up with you. We appreciate your patience as we look into the matter.

Weebly Customer Success
 

ref:_00DE0Y7ru._5000L1MjZx6:ref

[Bernadette3]

Thanks for reaching out, @jimmysierra Bugs do happen from time to time, but I assure you it isn't a feature that we just "took away". I'm sorry to hear they were delayed, though, as I'm sure those emails are super important to your business workflow. It looks like an order export email was viewed and clicked on 9/13/19 at 1:57pm. I believe that is either PST or UTC time, though.. Did you receive the export? 

[jimmysierra]

Thank you Bernadette

I just requested three reports in the last twenty minutes

Can you look and tell me what happended to them please?

Are you the one working on this problem for me?

Notes 

These are purchase reports from your weebly shopping cart so they are $ transactions and more critical 

than simple message emails

Yes that export  yesterday was sent to me but others before and after have not been sent to me 

I made several attemps before that and several attempts after that that did NOT arrive

And I have just now in the last 20 minutes made TWO more attempts that did not arrive

There was also an export emailed to me one hour ago that I did not request and I am assuming it is your

tech people testing ?

I am very frustrated

No one has updated me on what the heck they are doing 

I cannot believe a large company like weebly cannot get a problem like this resolved quickly

I feel ignored 

I need more than just a stock "we are working on it" 

I found several customers in your communtiy archives with the same problem going all the way back to 2017

surely you know exactly what is going on but are not allocating the resources to resolve it 

It appears you do not prioritize your existing customers 

[Bernadette3]

I don't think anyone has been ignoring you and I'm sorry that you feel that way. I did click on the export order button when I first opened your request so the timeline does add up there. Although, it doesn't completely explain why your requests are not going through. 

Did the order report you received contain all of your orders? There isn't a way for me to check the queue, but I can try to get an update for you. 

[jimmysierra]

I asked for help on thursday. 24hrs later I was told it was a "bug" with no eta to resolve it  

I would like support to update me and explain what is going and why it is taking 3 days to fix a basic feature

I appreciate your comments but I want to hear from those doing the work

notes

Since thursday afternoon I have not been able to run a reliable export of my sales of classes so I can 

update my roster of classes sold to my customers on your weebly site using your weebly shopping cart

I am left to individually view each purchase manually one by one 

I need to be able run exports regularly to update my roster 

Weebly Customer Success <weebly@help-messaging.squareup.com>	Fri, Sep 13, 4:47 PM (1 day ago)
to jimmysierra@me.com

Hi there,

The problem you’re describing has been identified as a bug and is being investigated by our engineering team. I don’t have an ETA for when they’ll have the issue fixed, but someone will follow up with you as soon as we have an update. I’m very sorry you’ve run into this problem, and thanks for your patience while our team works to get this resolved.

Taylor
Advanced Support



--------------- Original Message ---------------
From: Weebly Customer Success  ]
Sent: 9/12/2019 4:02 PM
To 
Subject: Live Chat with Jim Normandi
 

I’m escalating your request to our senior support team for investigation, and they will be following up with you. We appreciate your patience as we look into the matter.

Weebly Customer Success
 

ref:_00DE0Y7ru._5000L1MjZx6:ref

[jimmysierra]

I would like to be credited for every day it is not working consistantly for me to use it 

I would like an explanation why a simple export is not working

I believe you simply are not allocating any resources to looking at the problem

You are very prompt in billing me , I would like the same promptness in responding to my broken export function

[Adam7]

When a bug is discovered and reported it can take varying amounts of time to determine and understand the cause, write a fix for it, test the fix, and then deploy it. In my experience, it can take a little longer when it's an issue that has multiple points at which it could be failing. This is being prioritized by our team, so it should be resolved soon I would expect. Thank you for your patience!

[WISDBAND]

What is an update on this problem? I've tried to export reports since Friday, 9/13 and have been unable. I'm not received any emails. I've changed the email address 3x to try to help resolve. I need my exports ASAP. 

[jimmysierra]

There has been no indication anyone dealing with it

My suggested stragegy is customers like you and I need to keep complaining until someone decides they are interested in helping 

How difficult could it be to fix an export ?????

Come on guys and gals isn't this very basic coding ?

[Adam7]

It's difficult to give ETAs for something like this because any given resolution will be different in terms of scope and time involved. This is being prioritized by our engineering team, so I would expect it resolved soon. Thank you for your patience!

[Adam7]

Our engineers released a fix for this; if you are still having trouble please post again and let me know.

[okiejoeski]

Still having issues - not getting the email to download the export.

[Bernadette3]

I'm sorry to hear, @okiejoeski Is this the first time you are running into this issue? 

[rer1]

Is this still not working? I'm not getting emails either when exporting orders.

[Bernadette3]

Which export option are you trying, @rer? 

[ECS_PCO]

I came here after waiting 15 minutes for a download link to my orders, only to find out that it's been broken for almost a week??  This is unbelievable! This is a necessary function to run my business, and if it isn't fixed soon, I will have to use another service for my orders.  This download orders feature is the main reason I started using this service a few months ago.  I can't continue without being able to export orders.  Please fix ASAP!

[niftyknitter]

I also have this problem. It was working on 9/9/19 but when I tried to export orders on 12/9/19 nothing happens and now 4 days later still the problem remains. I wondered whether it was to do with me switching DNS settings to enable SSL but the fact that others are experiencing this problem suggests that is pure coincidence.
Dealing with orders is extremely time consuming when i cannot have access to csv order exports. It's a crucial part of running an online store.

[ECS_PCO]

Weebly: Please provide an estimated time of when this will be fixed!  We can't run our stores without being able to export orders.  Not only that, when we click the export button, we get the message "We're exporting your orders now. We'll send you an email with a download link as soon as your export file is ready."  Why not change that message to tell us that it's broken so we don't keep expecting it to work?  If this is a known issue, communicate that to your customers!