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I hate to scare everyone with the remembrance of DanielleXO and her romp of destruction through the forums.. but I just have to bring this up as a monumental failure on Etsy's part. Thank goodness Matt was there to pick up the pieces. The Consumerist article here.
The article brought up some very valid points, and so did the comments thereafter. There's the lack of experienced customer service (which is still an issue), the wildly running narcissism and nepotism that comes straight from the top, and the "shoot first and ask questions later" mentality of most of the staff. Oh, and let's not forget the lone appearance from brepettis calling anyone who spoke out about the problems "grumpy haters." Well, we may be grumpy, and I'd rather be called bitchy, but we're anything but haters.
Let's face it, if it weren't for Matt working to repair the damage done by these petulant brats, the site would be hopeless.
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Friday, May 23, 2008
Let's take a trip back into the time machine!! Etsy and the Consumerist.
Posted by The Sneaky One at 12:33 PM
Tagged: customer service, Etsy, fail, management, matt
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7 Comments:
As the person responsible for the Consumerist Article, I thank you.
It was that article, IMO, that got the ball rolling to put Matt in charge, THANK HEAVEN. He seems to be the only one immune to the kool-aid. And he's doing a good job.
Which doesn't meant that Etsy isn't still wildly off the tracks when it comes to dealing with the many, many problems that have built up.
Elizabeth, no, I thank YOU for making it happen.
Etsy has a long ways to go, but Matt *has* done good.
Indeed he has.
The Consumerist Article was a real turning point. I want to thank Elizabeth, too, for helping create a flashpoint for change.
I do think things are changing at Etsy, and I think that article had a great deal to do with it.
Now if they can just muzzle Rokali ...
I too want to thank Elizabeth for alerting the Consumerist regarding Etsy's errors.
I think the article was a pinnacle point in showing those asleep at Etsy-wheel that their knee-jerk style of dealing with issues was causing more than a little unrest in more than JUST the grumpy hater groups.
Etsy was also alienating the " reasonable and well adjusted. " *GASP*
Once Matt stepped up to the plate, a few errors were recognized and corrected. I am hoping to see more improvements in the future, but I'm not holding my breath.
Whether Etsy will Sink or " Swimmy " is Dependant on them getting their heads out of children's books and getting some real business chops.
~B.Z.
I too would like to thank Elizabeth as the Consumerist article really did spark positive changes at Etsy and that's definitely to be applauded.
And Matt needs to be thanked for finally moving things in a better direction in terms of Etsy's relationships with its customers. I just hope it keeps going - and that *all* of the wrongs of the past are put right in order to truly move things forward.
There's a long, long way to go in order to repair the damage that's been done - especially for those of us who have been around for a while and have seen what's gone on and how it's affected people. But it's a good start.
However, there are so many other problems beyond customer relations - especially in relation to technology. I'm currently less confident about those, but we'll see what happens.
ahhh, problems with technology - how do we count the ways lol
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