Ontraport, Customer Service, and Venting

So.

The TL;DR on this is thus: Ontraport (the company that manages all of our email systems and our membership levels) is holding us hostage with what we're able to do for you right now. They have no estimate on when things will be resolved so please treat this as a forced day of rest (a great opportunity to revisit some previous days in the curriculum or just RELAX and journal about how awesome you are). We promise we will keep you posted when we are provided with more info.

Longer story: On Monday at 11:30pm pacific, a step in our membership sequence failed to fire. A half hour later (at midnight Tuesday), another failed. One of you lovely humans affected by this was sure to let us know (woo hoo London, being up and ready to take on the world and noticing a snafu right away). We of course reported the issue to Ontraport and were told they'd look into it. Throughout Tuesday, we shared info with them hoping it would help (it did not) and then on Wednesday, I was told the case was closed as it looked to be a one-time issue of "database slowness" affecting one user.

Cool.

Except not cool.

Because then again on Thursday at midnight, that same London-based user didn't receive her daily email (but *did* get membership access to the page). On Friday, she again didn't get an email and later we learned that two others (now one in New York and another in Los Angeles) didn't receive emails but *did* receive access to the pages.

Like dutiful customers of Ontraport, we reported all of this to ask that they reopen the ticket they closed on Wednesday as this was clearly not just affecting a single person, but multiple people (and we imagine more folks than this are having similar experiences but just not noticing or reporting them). When hours passed with me not hearing back from the rep who'd closed the case Wednesday, I hopped on chat before close of business to be sure this was being looked into before the weekend.

Things you do NOT want to say to Bonnie Gillespie via chat tech support for a service she's spent many thousands of dollars on:

Seriously. This is what I'm paying for?

So I insisted upon escalation up the tech chain and was assured that would happen. I shared more data about what it appears is happening on our end (we've made NO changes; everything is set up perfectly, as it has been since this sequence was created more than a year ago) and was assured I'd hear back.

Never did. So I posted in the Ontraport Facebook group that I'm at a loss and of course my post was immediately deleted (they're quick on the ball for THAT kind of service, I tell ya) because that's not what the Facebook group is for. Of course, I understand that. I also understand that I'm pretty much being ignored at this point, yet the glitch reports continue to snowball from *my* paying customers (that's you, beautiful ones reading this).

Keith stays up 'til 2:30am pacific to see what the sequence fails to do at 11:30pm and midnight, which is when — for hundreds of ninjas — it grants new member level access and sends out an email about that new day, respectively. Sure enough, fail, fail, fail. He tries to track patterns, gather data, and communicate with tech support at this time.

And today we're flooded with emails, tweets, and texts from you lovelies letting us know you can't get what you've paid for.

Believe me, I feel your frustration. *I* am not getting what I paid many more thousands of dollars for than you want to know, right now.

Ontraport rolled out some really cool new stuff this week. Stuff that broke our existing stuff, apparently. Their upgrades over there have clearly caused problems over here in "everything was working just fine" land and the kicker of it is, it seems they've gone off to celebrate a good launch of the new stuff and no one seems to be manning the ship when it comes to the ability to look under the hood and fix what they broke in our awesome part of the world, here.

I'm venting.

I've earned that right.

This post is to let y'all know you're not imagining things; there is a glitch and it's nothing we at Team Cricket Feet control. We are more frustrated than you are (I promise) and if there were anything we could do to soothe your frustrations, we would do it. So what we're asking at this point is that you report what you're missing (and I'm not talking "email went to my junk folder" stuff; I'm talking about you having ALWAYS gotten daily emails then suddenly you don't have one or your member level access is behind by a day — that sort of thing) to Ontraport! They need the data (apparently) because until they can identify a pattern to the outage(s), they aren't able to fix anything. (Of course, my theory is that until they get back from a weekend of celebrating a big roll-out of new stuff, they aren’t able to fix anything, but maybe that’s the cynic in me.)

Please know WE will take care of you. You will receive access to your course materials, though maybe not on the schedule we had all hoped for. Believe me, no one is more pissed than I am. I can guarantee that. So please do me a favor and just breathe, journal, revisit a previous day's coursework, chat with your mentor, consider what sorts of things you'll do in your next-tier career when you have invested in systems (maybe like having a publicist and a personal assistant and a bookkeeper who suddenly fail at their jobs and are unresponsive to your outreach) and have to "go on with the show" while managing banal issues that you'd paid others to handle.

Growth management, baby! It's a very next-tier thing.

Thank you for your patience! We'll get you back in the dojo as soon as is ninjaly possible. ๐Ÿ™‚

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14 Comments

  1. Laura Shapanus January 27, 2018 at 1:17 pm

    Yesterday I did not receive Alan email but was granted access to the DoJo. Today was โ€œ Day 33โ€ no email again and this time access to DoJo was denied. I tried multiple times and was denied.

    Reply
  2. Julie January 27, 2018 at 1:19 pm

    Hi Bonnie, Should we leave a comment on Ontraport’s twitter via your link or should we email them directly? If so, what is the email address?
    Thank you so much

    Reply
  3. Chris Ansoff January 27, 2018 at 1:22 pm

    Hello!
    I did not receive an email from Bonnie Gillespie this morning and I am not able to access the day 27 information. I am not sure if I received an email yesterday but I am able to access day 26 stuff.

    Reply
  4. Kate Tilley January 27, 2018 at 2:11 pm

    Hi Bonnie! I’m sorry this is so frustrating. ๐Ÿ™ We know you and your team are doing everything you can. I just noticed I did not receive emails yesterday or today – days 26 and 27 for me. (I got into the habit of just going to the Dojo first thing before checking email. Lower chance of distraction.) I can get access previous days, but can’t access today.

    Reply
  5. John Wiggins January 27, 2018 at 3:38 pm

    Sending you a BIG hug, and visions of vegan cookies dancing in your head. That’s quite a bit of contrast, and I know you know what to do with that. Also know, as I’m pretty sure you do, that most of us are not sitting here thinking “I’m not getting what I paid for” – EVER. It was not the first thought when the email didn’t arrive, nor did it ever enter my mind…
    You ARE the best at what you do in the world, and then some. Ontraport could learn a lot from you – for a very healthy fee, of course!
    Much love to you and Keith, and thank you both for all that you do!

    Reply
  6. Joanna Cretella January 27, 2018 at 4:05 pm

    Boo, I hope these guys get their shit together. I tweeted them with my data, hopefully having an influx of people doing so will make them get their butts in gear!

    Reply
  7. Nina Hatchwell January 27, 2018 at 4:56 pm

    Hey Bonnie, hope this will help get it sorted.
    So my story is that on Tuesday I didnโ€™t get my day 20. On Wednesday the issue seemed to be sorted as I received my day 20 (a day later than scheduled) on Thursday I got day 21 so it appeared to be corrected with just one day interference but then on Friday and today I didnโ€™t receive any emails and cannot access the pages. Hope they can sort it out
    Xx
    Nina

    Reply
  8. John January 28, 2018 at 5:17 am

    Yay! Today (Sunday), I received my email prompt for Day 64, which was the 1st day, due last Friday, that didn’t arrive, thus picking up where we were left off.

    Reply
  9. Kelly Tietjen January 28, 2018 at 1:25 pm

    Hi!

    I received my Day 36 email today that I was supposed to have received on Friday. I was able to access the day anyways on Friday but still cannot access day 37 and 38 which is where I should be up to. I haven’t received emails for those days either. Perhaps it will just pick back up and I’ll get an email for Day 37 tomorrow. I’ll keep you posted. Thanks!

    Kelly

    Reply
  10. Kirsten Krieg January 29, 2018 at 8:43 am

    Thank you Bonnie for keeping your balls in the air even if Ontraport dropped theirs! I did miss one email, but had all the access I was supposed to get, so I’m good! Love you!!

    Reply
  11. Erin Zapcic January 29, 2018 at 7:23 pm

    Thank you, everyone, for reporting your issues and for your patience throughout this ordeal. We appear to be operating smoothly again, but please let us know if you experience (or are continuing to experience) any issues!

    Reply
  12. Olivia Nice February 9, 2018 at 4:31 pm

    Seems like ontraport might be down again. I didnโ€™t receive my day 38 email last night and donโ€™t have access today ๐Ÿคทโ€โ™€๏ธ

    Reply
  13. kathi carey February 10, 2018 at 2:34 pm

    I never did get my email for Day 38 (it was supposed to come yesterday). But I did get the email for Day 39 today and, yippee and hooray, Day 38 opens for me today so it appears that all has been fixed. Yahoo!!

    Reply
  14. Julie February 13, 2018 at 5:54 am

    Hi Bonnie, I did receive the email for DAY 41 today. However, I can’t get into that day. It’s ok. I have other work that I can do for sure. And it should open up tomorrow. Just wanted to let you know. Thanks, Julie

    Reply

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