|
Post by timleschild on Aug 7, 2024 17:17:20 GMT
They thing they are going to be here for another 25 years? & there will be no new website for 25 years?? This worked for me. [Posted in error] ?
|
|
|
Post by muddyviolet on Aug 7, 2024 20:26:55 GMT
|
|
|
Post by kipperserver on Aug 7, 2024 20:33:46 GMT
It's apology Tuesday!
|
|
|
Post by mark687 on Aug 7, 2024 20:35:42 GMT
The interesting thing they keep mentioning there's been changes over the last 18 months, aside from trackable delivery of CDs and newer items going OOP without notice (though still after 12 Months of Release as promised apart from 1) I can't think of other changes prior to the launch 10 Days ago.
Regards
mark687
|
|
|
Post by pawntake on Aug 7, 2024 20:38:14 GMT
What was wrong with the old site? pray tell! please explain!
|
|
|
Post by sherlock on Aug 7, 2024 20:42:10 GMT
Ironically every time I try to click on it I get a 500 error,
|
|
|
Post by mef13 on Aug 7, 2024 20:43:33 GMT
Yep, looks like this has taken the site down mef
|
|
|
Post by shallacatop on Aug 7, 2024 20:44:34 GMT
The interesting thing they keep mentioning there's been changes over the last 18 months, aside from trackable delivery of CDs and newer items going OOP without notice (though still after 12 Months of Release as promised) I can't think of other changes prior to the launch 10 Days ago. Regards mark687 Seems to be more around behind the scenes elements that will directly affect staff and their roles. For example, us sending an email may raise a customer case in, say, ServiceNow for Big Finish to act on, complete with Service Level Agreement timer. The fact we haven’t felt the impact of those in the past 18 months is a testament to them working well. The apology from JHE is very overdue. I don’t think there would’ve been an issue at all with carrying across account information, including addresses. I suspect it was just an extra bit of data migration the team preferred to avoid. And given the ongoing issues I dare say it may be for the best! Same for setting a new password, although I think given they’ve introduced more stringent security requirements when setting that I would’ve personally made the same decision to force customers to reset.
|
|
|
Post by timleschild on Aug 7, 2024 20:45:20 GMT
God this is a bit late. They couldn't carry over addresses etc because of data protection law? Fine. Should have told us that earlier. Still nothing from Briggs of course. It's a start I suppose.
|
|
|
Post by shallacatop on Aug 7, 2024 20:46:00 GMT
Ironically every time I try to click on it I get a 500 error, God help them when they make an announcement of substance or get round to putting product out again.
|
|
|
Post by timleschild on Aug 7, 2024 20:46:56 GMT
Ironically every time I try to click on it I get a 500 error, OMG he broke the site. You could not make this up. Appalling 🤣
|
|
|
Post by cwm on Aug 7, 2024 20:49:37 GMT
Dear Big Finish Listeners
Over the past 18 months, Big Finish has undergone a transformational change. We have introduced a number of new systems which control the essential business functions of Big Finish.
These systems, which include stock control, dispatch and shipping tracking, payment gateways and accounting, email and customer service tools, replaced older software that had reached the end of its life.
They were vital upgrades, needed to ensure that we could continue to fulfil orders to our customers, and all the new "behind the scenes" systems have been tested for many months and are working seamlessly.
The final action of this transformation was the rolling out of our new "shop front", the Big Finish website and app.
Unfortunately, it is very clear that here a number of mistakes have been made. In particular, the migration of customer data has not gone as planned, and the browsing experience of the website and app is proving to be a frustration. I sincerely apologise to everyone who has encountered difficulties accessing their purchase library since the relaunch, or who feels let down by how we have managed the process.
I know from seeing the many messages coming in via email and social media that these updates are a cause of worry and concern to many listeners. I would like to reassure each and every customer that no purchases will be lost, all the data is safe, and we are committed to improve the functionality, accessibility and reliability of the website, whatever it takes.
If you haven't yet had a chance to do so, I would urge you to read the new "How tos" page which explains how to reset your password and update address information the first time you visit the site. We could not carry across any of these details in the upgrade due to the requirements of data protection law. It is not possible to browse your purchased items or order new releases without completing these steps.
The team will keep updating the "Work in progress" page with known issues and our timetable for improvements. As you might imagine, the Big Finish customer service team is currently inundated with messages but they will do their best to answer all queries. I thank you in advance for your patience, understanding and loyalty, and for sticking with us during this difficult period.
Finally, let me just restate how deeply sorry I am for the inconvenience so many of our loyal listeners are experiencing at the moment. I completely recognise the very valid frustrations being expressed and I hope that you can bear with us as we try our utmost to find the best solution to bring you the best website and app experience at Big Finish.
Yours sincerely
Jason Haigh-Ellery
|
|
|
Post by mef13 on Aug 7, 2024 20:59:22 GMT
They could have obtained consent to transfer address data to the new system to comply with GDPR as part of the password reset process etc. But they took a decision to inconvenience the customer instead. Don’t hide behind the law because you screwed up.
mef
|
|
Kestrel
Chancellery Guard
Likes: 2,718
|
Post by Kestrel on Aug 7, 2024 21:07:38 GMT
I wonder if they'll be extending the "grace period" they so-be evoke t give us before raising the prices on new releases to account for all the website issues.
Also, it's not "worry and concern," it's frustration and anger.
|
|
|
Post by relativetime on Aug 7, 2024 21:10:11 GMT
I'm glad at least that they issued an apology for the website and app issues. I really want to accept it and go back to how I viewed the company before, but for me it's not just the website or app it's also the issues with Baxendale and Hopley as well and all the price changes over the past year. And, speaking strictly personally, I just haven't enjoyed the creative direction a lot of ranges have taken these past few years either. All of it together has shaken a lot of faith I have in Big Finish and it's going to take some time and some noticeable changes on their part before I feel like I can fully trust them again. But that's just where I'm at right now.
|
|
|
Post by timleschild on Aug 7, 2024 21:14:48 GMT
|
|
|
Post by kipperserver on Aug 7, 2024 21:36:29 GMT
|
|
|
Post by timleschild on Aug 7, 2024 21:40:45 GMT
I had to check before responding lol
|
|
|
Post by aussiedoctorwhofan on Aug 7, 2024 21:40:48 GMT
I have sent 2 emails in the last 7 days about this address situation- nil response. they put out a note saying email 5 day delay at moment Yes- However my 1st email was now 7 days ago.
|
|
|
Post by nottenst on Aug 7, 2024 21:49:51 GMT
I wonder if they'll be extending the "grace period" they so-be evoke t give us before raising the prices on new releases to account for all the website issues. That is one area of my concern at the moment. Still, I have to give Jason Haigh-Ellery kudos for making this apology and putting his name behind it. They sent out a mass email to everyone with the link to it and that is a good sign to me.
|
|