topic Re: Please add forum dedicated to technical website issues only in Customer Care

Please add forum dedicated to technical website issues only

dooBdoo — Wed, 24 Aug 2016 18:13:04 GMT

           I've suggested this before (back in 2014), but now that the new Community platform has been in use for more than a year I wanted to offer it up once more.

           Please create a sub-forum dedicated only to all reports of QVC.com technical website problems, with regular interaction by IT support staff or the Q Social Team.

           The ongoing technical issues are exasperating for customers, exhibit poor public relations, make it harder for IT staff to understand and correct problems, and reportedly are causing QVC to lose sales (posters state repeatedly that they've given up ordering because of all the technical glitches).

           There’s no single point-of-report, there's little or no clear acknowledgment from QVC that the issues have been noted, and there are few subsequent updates about the problems.

           Currently, we’re using at least 8 different haphazard means of reporting:
🔺Posting threads at random in all the various Community forums
🔺Adding the threads to Customer Care, Suggestion Box, or Q Talk (I understand Customer Care might be the best place for reporting, but it's not clear since that forum is also used as a catch-all for all sorts of customer service concerns.   I'm not even sure I posted this thread in the correct forum.)
🔺Using the Feedback feature
🔺Using the online chat feature

🔺Using the Customer Service link
🔺Phoning the regular Customer Service number
🔺Phoning the Technical Support number
🔺Sending email messages to the Q customer service addresses (and there are several of those addresses)

Suggestions:

1 -- Establish one, single location (sub-forum) for reports of website technical problems. Give that forum a specific name indicating it is a tech problem report forum. This way, everyone can see if others are experiencing the same tech issues and can add their info in the same forum or thread on the Community. (For reports made on other forums alerting the moderators, they might be moved to the tech report forum to consolidate and simplify.)

2 -- Offer customers a standard report format, with a list of questions to answer, to be sure you know specifically what’s happening, when it began, what device they’re using, which browser, specific software versions, what they tried to correct the problem (such as deleting browser cookies/cache/website data and relaunching the browser), etc.

3 -- Respond to the reports on a regular basis so your customers know someone is paying attention.

I have a background in IT and tech support, and I've never seen such a disorganized tech report system (or lack of a system) on a major website. The standard is to find a simple way funnel all reports into one location with one basic method of reporting. I hope other posters will add to these suggestions or provide alternative ideas. I do understand that the Q Social Team isn't the tech support staff, I feel they're doing a wonderful job of finding our reports and passing them along, and I'm sure the tech problems are a headache for them, too. I realize there's not a simple answer and that others might have a better solution. Thanks for listening!

Re: Please consider creating a forum dedicated only to technical website issues

GATORGIRL — Wed, 24 Aug 2016 02:04:09 GMT

@dooBdoo

Re: Please consider creating a forum dedicated only to technical website issues

Kachina624 — Wed, 24 Aug 2016 02:21:06 GMT

Excellent suggestion.

Re: Please consider creating a forum dedicated only to technical website issues

on the bay — Wed, 24 Aug 2016 02:25:29 GMT

THANK YOU @dooBdoo!

QVC-Give this lady a job at your website/tech dept!

Re: Please consider creating a forum dedicated only to technical website issues

stevieb — Wed, 24 Aug 2016 22:10:46 GMT

I agree @dooBdoo and have long suggested that at the very least they ought to better use this website to communicate issues with users when they know they exist and to communicate with users when we're the ones making them aware of issues. The utility of 'form' emails back and forth is minimal, at best.

Re: Please consider a forum dedicated to technical website issues only

Moonchilde — Wed, 24 Aug 2016 03:16:04 GMT

Keyai-QVC partially responded to some of these concerns in the MODS - WEBSITE NOTIFICATION thread in this forum where @shoptheQ and I had posted. I didn't want to cut & paste to here, but you can read it there.

I agree it would be nice, but as we have seen over and over whenever issues occur, even if you put a sign up with an arrow and neon lights, some posters will still "do their own thing" in whatever area they feel like posting, and will still complain without giving any helpful information; you can't force people to do it logically, and you can't force them to provide requested info.

If someone's thread is moved by moderators into the logical forum, some posters will not notice and will scream that their thread/post was poofed, ignored, etc and start yet ANOTHER thread in the wrong area. Some will not provide requested info and still expect to be helped. And then there is the extra, pretty thankless work for the moderators searching for posts that need moving.

I'm just playing devil's advocate a bit with this. It would help, but it could well be more time-consuming on the moderators' end and still not totally solve the scattered nature of this issue. Those of you who have been around awhile, I think you can picture just what I've pointed out ;-) It would not be smooth sailing.

Re: Please add forum dedicated to technical website issues only

Pliqueajour — Wed, 24 Aug 2016 20:31:16 GMT

@dooBdoo

GREAT suggestions!

The site was very slow today and hearts weren't working right and I didn't know WHERE or HOW to report the best way.

The status quo is very

confusing. I hope the PTB do something.

@Keyai@Anonymous@Beth-QVC@Susan-QVC@Wayne-QVC@Melvin-QVC@Eva-QVC

Re: Please add forum dedicated to technical website issues only

newziesuzie — Thu, 01 Sep 2016 17:46:43 GMT

Imho this is a very very good suggestion.

I never know where to report.

@Keyai is this being considered for a

separate Forum?

Re: Please add forum dedicated to technical website issues only

newziesuzie — Thu, 01 Sep 2016 17:45:57 GMT

Btw there's a 9th place:

Some posters report website tech

bugs in the Electronics Forum.

Re: Please add forum dedicated to technical website issues only

Montana — Thu, 01 Sep 2016 17:55:12 GMT

Until there is a dedicated IT forum, I feel the IT team should respond wherever board members choose to post.

Re: Please add forum dedicated to technical website issues only

Moonchilde — Thu, 01 Sep 2016 18:08:29 GMT

@Montana wrote:
Until there is a dedicated IT forum, I feel the IT team should respond wherever board members choose to post.

The QVC employee posts on these forums are from the Social Team/Moderators. AFAIK there has never been a direct response from IT and I doubt there ever will be.

Re: Please add forum dedicated to technical website issues only

Keyai — Thu, 01 Sep 2016 22:59:52 GMT

@newziesuzie wrote:

Imho this is a very very good suggestion.

I never know where to report.

@Keyai is this being considered for a

separate Forum?

Hi @newziesuzie

Unfortunately this request is a lot more involved than simply adding a Music or Travel forum as requested by other customers over the past few months. I understand the value to have a dedicated forum for website issues but there would need to be resources dedicated to facilitating the information which is where this request will take more time to develop. The idea is being considered but, if approved, would be launched no earlier than 2017. I'm sorry I do not have more concrete information to provide at this time.