Following Rod Humble’s entry into the ongoing Marketplace issues discussion, the Commerce Team have posted an update. At the time of Rod’s entry into the situation, I commented that overall, more than just a stepping up of forum posts is really needed if issues are to be sorted with any degree of satisfaction (and I didn’t just mean the technical issues – I was referring to the entire loss of trust many merchants have with the Commerce Team), then more pro-active steps are need.
Sadly, if the latest update is anything to go by, rather than moving to build bridges, the Commerce Team is simply going to give more of the same.
The update opens with a report on Direct Delivery delivering items “2.3 times faster” than Magic Boxes and at “2.5 times” the success rate. This might be taken as significant but for two things.
- Many of those hit by the problems remain unable to use Direct Delivery
- Many of the issues impacting merchants at the moment are occurring regardless as to whether they are using Direct Delivery, Magic Boxes – or both. Issues such as WEB-4441, for example, which was originally raised in relation to Magic Boxes, but which was opened-out by the Commerce Team to include a number of Direct Delivery issues (WEB-4559, WEB-4570, and WEB-4595) as well (which also served to confuse the purpose of the JIRA).
As such, talk of the “success rate” and “speed” of Direct Delivery is pretty much pointless.
The rest of the update is, frankly, bland. It offers no more information than previous updates; in fact in some respects it is less informative. At least the previous updates (which appear to have been removed from the forum with the publication of this update) recorded a consistent list of JIRA, allowing merchants to properly identify issues and look them up (all the relevant JIRA remained public access after the switch-over to the Bug Tracker mode in the JIRA system).
The one ray of sunshine in the update is that it would appear that the overcharging for listing enhancements has finally been resolved some 10 days after it was originally reported as fixed. While this is indeed welcome (if correct), it really is overshadowed by the lack of genuine information being provided by the rest of the update.
Of course, keeping people more informed is to be welcomed. However, the key point here is keeping people more informed. That implies passing on meaningful information and making some effort to explain what is going on: what are the priorities, where are the possible bottlenecks in dealing with maters, what has been done to date in order to understand the issues, and so on. As it stands, it would appear that the Commerce Team’s response to Rod’s comment on “upping the tempo” appears to be “more of the same” in terms of bland summaries – only possibly more frequently.
So far, the update has been met with a deafening silence, which may reflect the fact that it really doesn’t say that much more about core issues than merchants already knew from previous updates.
And while not entirely unexpected, it is nevertheless disappointing. Again withe respect Rod, and to precis my previous post on Marketplace communications:
It’s not just the tempo, Rod, it’s the quality of the information supplied.