Home » Forums » Discussions (Archive) » E-Business and E-Commerce - General Discussion (Archive)
» When will Plimus fix it's product uploading system?

When will Plimus fix it's product uploading system?

Submitted by goldbaby on 20 Apr 2010

Whenever I have a large product file I am unable to upload it. The files are all under 500 MB.

Then I have to submit a support ticket and wait up to 10 days (sometime more) for Plimus to upload it.

This is just not acceptable. Time after time this happens. Plimus neither fixes the upload issue or tells me why the problem is unfix-able.

This delays my product release by a week or more. That time lost equates to revenue lost!

I am seriously considering moving by business to Fastspring or someone who actually has good vendor support.

Please give me a reason to stay...

Regards
Hugo

‹ my partner can receive the money earned by me Plimus? I can offer all payments methods? ›

Let me clarify my opinion of

Submitted by goldbaby on 20 Apr 2010.

Let me clarify my opinion of Plimus...

Plimus has a great e-commerce platform with very useful features. However it is let down by incredibly poor vendor support.

Maybe my business is to small for Plimus to really care about. I certainly hope this is not the case.

Maybe Derek could answer my post. He seems to be the only one from Plimus who actually takes the time to respond...

I agree, support here sucks

Submitted by sandrila on 20 Apr 2010.

I agree, support here sucks big-time.
Your upload file, how big is it? Is there an error message? Are you uploading it (very inefficient and error prone as that involves javascript) or have you put the file on a website, then allowed Plimus to upload it from there (much better option!)?

Thanks for your reply.

Submitted by goldbaby on 21 Apr 2010.

Hi Sandrila

Thanks for your reply.

Yes I tried every method of uploading the files. Including uploading from another website. There are two product files just under 500MB and another a couple under 300 MB.

As usual I have had to give up uploading myself... and am now waiting for Vendor support to upload them. 3 days and counting and they still haven't uploaded them! I wonder how long they will take this time? Last time I waited over 10 days! Appalling...

Nice to get a reply from someone... pity it isn't Plimus...

Hugo

Support Assistance

Submitted by Derek on 21 Apr 2010.

Sorry to hear of this problem.

Please can you send me details of your user Id and support ticket number and I will see if we can escalate the matter.

Thanks,

Derek, Plimus

Hi Derek You seem to be the

Submitted by goldbaby on 21 Apr 2010.

Hi Derek

You seem to be the only person at Plimus who actually gets things done.

Here is the Ticket#: 2010041710019995

Thanks

Vendor Support Response

Submitted by Derek on 22 Apr 2010.

Hi there,

Thanks for the comment but the truth is that there is a group of very devoted folks working in Vendor Support who provide great service.

Many of Vendor inquiries are quite complex and need to be referred to engineering and some to accounting and this is where we sometimes run into bottlenecks, when other sections of the company need to provide data or check the running of a specific function on a certain account.

The forum is not really a support center and in most instances a polite follow-up email through the support center asking for an update or escalation will get you an answer more quickly than I can!

Also on basic issues we have just launched an interactive questions and answers process for Vendor Support that should within a short time give a lot of immediate answers to basic general questions concerning the service, and the value of this should grow considerably in the next few months.

Regards,

Derek, Plimus

Vendor Support

Submitted by Derek on 22 Apr 2010.

Hi there,

I understand that you have had a full response from Support explaining what happened and the proposed solution.

Thanks,

Derek, Plimus

Thank you for replying

Submitted by goldbaby on 26 Apr 2010.

Thank you for replying Derek

The files have been uploaded now. It took just over 5 days for this to happen. The time before it took over 10 days... so it seems you are improving... LOL.

The CP upload issue still hasn't been resolved. I have yet to hear a reason for this. Are the engineers working on a solution? Is it an issue that can't be resolved. Will my files always need to be uploaded by vendor support? I certainly don't know... Vendor support has never followed up on this issue. Three times this happened and each time I get an apology and then a "how else may we help you". I don't know... how about fixing the upload issue or at least tell me someone is looking into it.

Hugo

File Upload Status

Submitted by Derek on 26 Apr 2010.

Hugo - thanks for your patience. I will try to get further clarification.

I believe that this is not a general problem but one that is related to file size and connection quality, but I will check.

Derek, Plimus