Vinyl Me Please (store, exclusives, swaps, etc)

Btsvinylfarm said:
Pauly's response re: testing the new platform prior to going live is interesting

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It indicates there may actually have been some sort of testing and then they just said "fuck it" and pushed it live.
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I’ve been part of this exact same thing. For a company generations hundreds of millions of turnover every year.
we had a major new stock management system coming in and were in middle of testing and installation of the actual equipment.
word came through on a call that the board were going to pull all funding unless it went live at the end of that week. We were probably 2 months from planned go live date. Protestations got us nowhere.
No surprise it was a catastrophe. On an epic scale.
but goes to show these things do happen. When it comes from the top sometimes bad decisions happen.
it was not pleasant to be part of that.
 
chemman14 said:
This, 100% this. Why let the 95% know that 5% is having a huge issue? It's not a good look for those 95% that are blissfully unaware that anything is going on.
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Except it clearly isn't just 5%. Pauly noted that they are sending a mass email out to all users (supposedly) tomorrow:

u/Paulium said:
The official email needs to be more though, since its going to EVERYONE.
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He indicates that the size of the queue is quite large, which seems to dispute the idea that it's a small problem

u/Paulium said:
When things are working and normal, we go from oldest to newest, and answer from that. The truth is, the queue is just so large[...]
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u/Paulium said:
Honestly, we probably didn't even see the ticket. We are BURIED in the queue right now
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If it's just 5% of orders (assuming 30K monthly sub base) that's only 1,500 tickets. Split between a team of (I don't know) 5, and assuming it takes 10 minutes on average per ticket to investigate and either reply or resolve, they can get through 240 tickets per an 8 hour work day. That would mean they'd have all tickets covered in 6.25 days. Clearly this isn't the case, as people have outstanding tickets from a month ago and Pauly is clear that the queue is "so large" and they are "buried"
 
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Btsvinylfarm said:
Except it clearly isn't just 5%. Pauly noted that they are sending a mass email out to all users (supposedly) tomorrow:



He indicates that the size of the queue is quite large, which seems to dispute the idea that it's a small problem
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I’d like to know how this ties in with them saying at end of December they only had 5% of the backlog to clear and they’d have it done that week.
seems like it is still an absolute mess and a much bigger issue. So clearly they still don’t mind lying about the scale of the issue.
 
Btsvinylfarm said:
Except it clearly isn't just 5%. Pauly noted that they are sending a mass email out to all users (supposedly) tomorrow:



He indicates that the size of the queue is quite large, which seems to dispute the idea that it's a small problem





If it's just 5% of orders (assuming 30K monthly sub base) that's only 1,500 tickets. Split between a team of (I don't know) 5, and assuming it takes 10 minutes on average per ticket to investigate and either reply or resolve, they can get through 240 tickets per an 8 hour work day. That would mean they'd have all tickets covered in 6.25 days. Clearly this isn't the case, as people have outstanding tickets from a month ago and Pauly is clear that the queue is "so large" and they are "buried"
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But how many of those tickets are impatient people that were waiting for their Dec records that likely shipped since they sent the email? How many are damage emails? I know I have one in the queue for damaged records.
 
chemman14 said:
But how many of those tickets are impatient people that were waiting for their Dec records that likely shipped since they sent the email? How many are damage emails? I know I have one in the queue for damaged records.
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Yeah to be fair how many times have VMP said in the last year they’re swamped with CS queries. Lots. And that’s before this major meltdown.
 
Stringthing75 said:
I’d like to know how this ties in with them saying at end of December they only had 5% of the backlog to clear and they’d have it done that week.
seems like it is still an absolute mess and a much bigger issue. So clearly they still don’t mind lying about the scale of the issue.
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Well, that was 5% of just December RotMs (not including exclusives ordered in December or any prior months). That didn't account for any quality issues, either.

We also know that at one point 40% of December RotMs were late past the VMP-declared shipment window. So any assertion that these are all isolated incidents or that this was a small problem that only impacted a small minority of customers is simply false.

And, again, there's further proof in that due to the fact that they are (apparently) planning to send a mass email finally to all users
 
Btsvinylfarm said:
200 responses now, 76% in favor of delaying an RotM (152 votes in favor, 48 opposed)

docs.google.com

Should Vinyl Me, Please delay or cancel February RotMs?

Should VMP push the pause button on February RotMs in order to fix their current issues?
docs.google.com docs.google.com

I sent on the results to VMP's social media coordinator. She thanked me and said she would pass it on...don't know if she will, or if anyone up top will care, but having some data is better than none, right? ¯\_(ツ)_/¯
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This really doesn't count as data, at least not accurate/usable/interesting/actionable data upon which any reputable company would base an almost-certain financially crippling decision... crap, reputable... oh, man, this is how they die, by following an internet poll
 
serotonein said:
This really doesn't count as data, at least not accurate/usable/interesting/actionable data upon which any reputable company would base an almost-certain financially crippling decision... crap, reputable... oh, man, this is how they die, by following an internet poll
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It's less intended to be "actionable" than it is to bring a whole lot of user feedback to them at once. They've disable comments on instagram for the past month, and I don't know about Twitter or FB. It's a win if they see this at all.

Also, FWIW, I've had some pretty good recent success using small opinion polls like this to push some campaigns for a notable label to start work on a few pet projects, so you never know ¯\_(ツ)_/¯
 
folsom_lives said:
Yup. It's actually still linked on the old article from when they closed the forum.
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I really like the ideas that have already "launched":

Make swapping more intuitive and valuable.

Redesign the main membership page to make it more intuitive, easier to change Tracks, and more clear when the next shipment will be sent.
 
MikeH said:
I really like the ideas that have already "launched":

Make swapping more intuitive and valuable.

Redesign the main membership page to make it more intuitive, easier to change Tracks, and more clear when the next shipment will be sent.
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Try not to send members 2 copies of Mr. Hands when they actually went out of their way to order exactly zero copies of Mr. Hands.



It me.
 
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