By heatherbird on Saturday, June 27th, 2009 in New on JustGiving
The site is now stable and most donations are going through. We know that some people are still experiencing problems and we are very sorry about that. We are developing and testing the fixes for the remaining bugs and the phones are being manned over the weekend.
If you are having problems with the site please check this list for our current advice:
1) Making donations – As of today we have fixed this issue and everyone should be able to make a donation successfully. If you are still having a problem please contact the help desk at help@justgiving.com or call 0845 021 2110 (local rate).
2) Not receiving a donation confirmation email – Most people are now receiving these emails. However, we’re finding that there are problems in a limited number of cases and we are investigating why this is happening. If you make a donation and are unsure as to whether it has gone through or not please contact the helpdesk at help@justgiving.com or call 0845 021 2110 (local rate).
3) Having trouble uploading images or editing my JustGiving page – It appears that there are still some people who are having these issues and we are really keen to investigate them. If you are experiencing problems please let us know your name, the web address of your JustGiving page and the email address associated with your JustGiving account. Please either send this to the helpdesk at help@justgiving.com or give us a call 0845 021 2110 (local rate) so that we can get this fixed for you.
4) Cannot view a fundraising page – If you are one of the people for whom this is still a problem we are very sorry and understand that this is very frustrating. Again, we are keen to investigate each case so if you could send your name and JustGiving page web address to us we will look into the issue. Please either send this to the helpdesk at help@justgiving.com or give us a call 0845 021 2110 (local rate). This is our top priority and we hope to have it fixed early next week.
5) Creating a new fundraising page - As from today there are some problems with new fundraising pages created. We advise that if possible you should hold off from creating a new JustGiving page until Monday.
Thank you so much for bearing with us, we are really sorry for the frustration that the problems are causing.
62 Comments | permalink
62 Responses
Rick Walker said...
June 27th, 2009 at 11:56 pm
I am still not able to view my page and thyis is VERY frustrating as the page is thyere to solicit givts from guests at my forthcoming Ruby Wedding celebration.
If the problem persists, I suppose it will do for the Golden Wdding . . . . .
Please let me know so that I can tell my friends to start giving.
Rick
robin campbell said...
June 28th, 2009 at 9:42 am
Hello Just Giving Team
You must have had a busy week…
a suggestion - change link on homepage bottom right “Update on the new JustGiving” from going to Tuesday blog to the full blog so people find the latest updates?
a problem - I’m unable to edit http://www.justgiving.com/runningnewyork - any thoughts?
a suggestion - the helpdesk team reply to my problem only explained how to use the site and made no reference to your current techie issues…
Good luck - a lot of charities and fundraisers depend on you. We look forward to the finished article.
Cheers
Robin.
Andie said...
June 28th, 2009 at 10:29 am
What about the people who still can’t log-in to their account or is it just me? I’ve tried deleteing cookies, etc several times over the last week (getting a little cheesed off with doing that now to be honest as then have to re-input them on all other sites) but still getting ‘We’re really sorry for the problems you’re having with our site’ page.
Alistair Butt said...
June 28th, 2009 at 2:34 pm
I am now at the end of my tether with this site.
My son, Alex Butt (Alex13), has been trying to raise money for Help for Heroes, and judging by some of the comments of potential donors, I reckon he’s porbably missed out at least £300 worth of donations. In reality, it is Help for Heroes that is missing out.
People do not neccessarily make charitable giving a top priority, which is why they need a quick and easy one-stop-shop - something that you set yourselves out to be. I have no doubt that people will have clicked on Alex’s link, and once they recieved your error message they will simply have given up.
The only thing that would make me happy is if you stumped up £300 onto Alex’s page. I think that would be fair - after all it’s not like you’re a free service, so see it as compensation for your failure to deliver a service.
Menno said...
June 28th, 2009 at 3:13 pm
My site has stopped working again today, very disappointed. http://www.justgiving.com/menno/ now shows error messages again.
I only have 5 days left before my race and people have been trying to donate without success.
Urmi Desai said...
June 28th, 2009 at 4:05 pm
Cannot access any of the justgiving fundraising pages for the Neil Desai Foundation and have had a lot of phone calls as lots of people including myself are unable to donate on any of the pages.
We are a small charity and we have had a big event on Friday and all these problems affect our fundraising very badly
Adam said...
June 28th, 2009 at 4:09 pm
Doesn’t sound very stable if some people are still having problems making donations, receiving confirmation emails, uploading photos, viewing fundraising pages and creating new pages. Did I miss anything or is that the complete list of everything your website does (or rather did).
So the site is stable but you’re just still having problems in ALL AREAS. Not very reassuring. Not reassuring enough for me to start sending the URL of our page out again.
Plus, no mention of PayPal, our main payment method.
And no mention of doing anything about the much complained about new sponsors list. It’s no good fixing your clunky new website unless you take swift action on this. NOBODY LIKES IT - ARE YOU LISTENING JUSTGIVING?
James said...
June 28th, 2009 at 4:18 pm
It’s not working. Again.
Craig F said...
June 28th, 2009 at 6:45 pm
OK, so JG have seriously got this wrong. The relaunch has been a disaster thus far and it’s caused huge amounts of frustration and anger, however, I am staggered by the defeatist attitude of a number of people who have posted comments about how they now won’t be able to reach their target and how charities will suffer to the tune of thousands of pounds. JG is merely a mechanism for raising money. So, the site has fallen down this week - what’s wrong with the old fashioned sponsor form or asking people to sponsor you next week when it’s up and running again, or using an alternative online giving site; there are hundreds of other methods of raising money. If your friends and colleagues were willing to sponsor you via JG, then they’re willing to sponsor you full stop - the idea that their donation to you was conditional on it being via justgiving and it being made on a certain date is highly unlikely.
It will be interesting to see how many people use this week’s debacle as a, frankly lame, excuse to their charity for why they’ve not met their fundraising commitment.
Catherine V said...
June 28th, 2009 at 7:26 pm
Please fix the paypal option as soon as possible. It is a very popular way of giving.
Susan said...
June 28th, 2009 at 7:46 pm
Am one of the lucky ones here - page has been stable for the last couple of days, donations going through and email receipts delivered.
But….please could the next update focus on two main issues - which seem to be totally ignored so far..
Paypal. This is the preferred option for many people. I know we have people holding off from donating until this facility is back again.
Second - the list of donors. The vast majority of comments here is negative - it is awful and impacts on the sums of money raised. We now have 17 pages - and sure others have even more.
Both these issues are vitally important. Bottom line - less donations - the charities suffer - and so does Just Giving’s revenue. We are losing out - and so are you. Please, please - can we have some feedback on this?
Ron Smith said...
June 28th, 2009 at 8:09 pm
I don’t whether I have a problem or but I’ve just spent over an hour setting up my web page and was then put on to your problem page. My question is, have I just wasted an hour?
Cliff said...
June 28th, 2009 at 8:29 pm
There seems to be a problem giving donation from the USA. Uk donations are coming through OK but from the USA apparently it says that donations cannot be made from non UK addresses
Jimmy said...
June 28th, 2009 at 8:58 pm
I just set up my page and about to send email out to friends asking for contributions. Really do need the page to be stable or else this will definitely affect amount raised!!!
Ever thought about doing internal trials and fixing all bugs before launching the new format??
Bryher said...
June 28th, 2009 at 9:19 pm
The emails that are coming through to confirm someone has donated to my page are unformatted and look terrible - another thing to check up on.
Natalie said...
June 28th, 2009 at 9:51 pm
Am slightly intrigued that anytime one puts an incorrect URL in (e.g. http://www.justgiving.com/imadethisup) you get http://www.alastaircampbell.org.uk in the title bar at the top next to “Page not found”.
Conspiracy theorists could have a field day, but I’m assuming it’s just a random accident?
James said...
June 28th, 2009 at 10:11 pm
Its not working for me either, very frustrating since I sent out a mass mailing for support and it takes a lot more for a prospective payer to come back to the site once they have tried and got an error message.
It beggars belief that this upgrade went through any comprehensive testing, basic features such as adding other payments just don’t seem to have be available on the new version.
Dave said...
June 28th, 2009 at 10:26 pm
How many donations are being lost because donators are put off by amateur implementation of new website?
I am less than impressed!
Ian Smith said...
June 29th, 2009 at 7:30 am
The so-called Help Desk seems to be there mainly to apologise..why can’t you accept donations by phone while the site is down? I still cannot complete the payment, and have been trying all weekend, even after midnight in case traffic level was an issue. Now the site I am trying to pay shows last donation on 24th June, 5 days ago, and we were working on an end of month deadline..please try and fix this you IT guys..
CharlieW said...
June 29th, 2009 at 9:17 am
Stable? Er, not stable. Still cannot edit. Have followed instructions above.
My event completed yesterday, everybody raising money for the charity I am supporting has had issues in the build-up to this event.
What (a) shame.
CharlieW said...
June 29th, 2009 at 9:21 am
Sent my email to the help desk, this was in the reply”
“Thank you so much for bearing with us over the first few days of teething problems”
This says much about the culture of your company. I, and I’m sure others, would have preferred a plain and more polite “sorry”.
Kevin said...
June 29th, 2009 at 9:23 am
JustGiving had a very good reputation and I know many people who have used it to raise money for charities. This includes my partner who is currently walking Hadrian’s Wall from east to west with a friend. Before the the changes to the website donations were pouring in - since the change only 2 people have been able to sponsor her. This morning access to her page is intermittant.
JustGiving will have to work very hard to regain the trust and reputation that they had. I suggest that they revert back to their old site as surely they had a contingency plan didn’t they - but maybe not.
I hope that heads role over this - the CEO is the first that should resign followed by the Chief Technical Officer.
Disgusted of Kent !!!
Kevin said...
June 29th, 2009 at 9:26 am
Wow - somebody has been able to donate this morning!!!
Ian Radford said...
June 29th, 2009 at 9:42 am
Tried giving this morning, entered all my card details and it then threw me out. Can’t tell if payment went through. Tried phoning help desk. Got ansaphone. Not satisfactory.
29/06/09
BigDaveSB said...
June 29th, 2009 at 9:57 am
Alrighty then guys, as someone who appears to have been very fortunate, I’ll make another offer of £5 to the first one of you to post your justgiving page, and who is having issues receiving donations (unless it’s a religious charity, or some animal charities - that’s just a personal thing on my part).
Could I also suggest to everyone to clear your cookies and cached pages? This can create issues, where a saved portion of your page on your computer is duff, but the up to date version from jg is now working.
Chin up guys, justgiving are working very hard, yes it’s not gone as smoothly as they would like, but cut them some slack.
Kevin said...
June 29th, 2009 at 10:03 am
There you go BigDave. See my earlier posts about difficulties.
Jonathan Eastwood said...
June 29th, 2009 at 10:14 am
Blimey folks.
Let’s keep it in perspective.
Whilst recognising the absolute frustration of this, if you’ve just towed your guts out on the latest Ironman and this site is giving a raspberry; we must remember that this site has done more good than most in this crazy virtual world of ours.
The site had to change, it was looking dated and functionality need to improve.
But on their first major overhaul they’ve screwed up, they know it and they’re presumably working their nuts off to sort it.
Let’s cut a little bit of slack and give them the time and focus to repair things.
Keep going JustGiving - We’re behind you!
J
John Peters said...
June 29th, 2009 at 10:28 am
Well, Mr BigDaveSB - you’ll have to keep your chin up for sure, as I’ve just tried to sponsor you (the page linking from your Twitter account) and I got various error messages. Nothing to do with cookies or cache, I’m afraid…
Adrian Bardsley said...
June 29th, 2009 at 10:33 am
People have been successful donating this weekend - whether they are having a struggle doing it or not I can’t say. However when I try to view my page I sometimes get the “we are having problems” page or get to https://secure.justgiving.com & see the old design page - which is fine by me as it also allows me to login to my account. Weird.
BigDaveSB said...
June 29th, 2009 at 10:35 am
Kevin, there we go, another painless donation. You’ve now hit your target, so it’s not been too bad a thing for you at least. (I’ll just have to wait an extra month before I buy Batman Under the Hood, but I’d rather help people with brain tumors than increase my comic book collection).
My inbox has received confirmation email too.
I can’t make any other promises of donations now.
Two people here who I don’t even know who were having problems have had donations from me. I have accessed their page, and donated painlessly. There are likely to be people in you address book who will be in the same situation. I suggest to people that you email your links to everyone, and in that email, you mention that some people have had problems, and that, should you have a problem please call [insert charitiy's phone number], visit [insert charity's online donation website] or send a cheque to [your address/charity's address].
Also, the above statement does show things are stabilising. Even when everything’s running normally, problems happen. If you have a problem, don’t moan, get in touch, get screen grabs, copy and paste error messages, etc, and send them to JG, it will help them work out what the bugs are.
BigDaveSB
BigDaveSB said...
June 29th, 2009 at 10:39 am
@Jonh Peters Thank you so much for trying! It’s curious, what is it about this machine here at work that’s giving me no problems? Alas, I’m not the best at IT. We use windows, I use Internet Explorer (not the latest version, but the one before that). Can’t think of anything else.
Kevin said...
June 29th, 2009 at 10:54 am
Many thanks to BigDave for your excellent contribution. I have just texted Sue who is currently on her 3rd day of “Walking the Wall. She said to pass on her thanks.
You have changed my views on society
Tim said...
June 29th, 2009 at 11:00 am
BigDaveSB - That was a very good thing you did for Kev’s charity page - Good work fella!
Kevin - Hope the Wall challenge goes well … I have foolishly elected to undertake the very same challenge next February!
David said...
June 29th, 2009 at 11:14 am
I have tried to donate this morning, completely unaware of these issues you have had with what is obviously a major site overhaul/upgrade. I got all the way through with making my donation until the confirmation page when it hit me with “We’re really sorry for the problems you’re having with our site.
We’ve recently had a major update and we still have some issues that need to be resolved. We promise we’re working around the clock to fix these.” e.t.c.
I am a Project Manager with IBM and so upgrades on mainframe/mid-range/Wintel systems is my job. I know you will have load/soak tested in your test and pre-prod environments and sympathise with both your technical team/s who must be tearing their hair out and also all those (like me) using your site. ? I guess as you are “n” days down the line you can’t backout to the previous fully working version and repeat the upgrade at a later date once further testing (including user testing) has been done (?)
I am not sure where things are at the moment, but please keep the communications on problem resolution both clear and regular to everyone using the site. Also, can I suggest that for the those calling your helpdesk number and that can’t reach someone due to the volume of calls you must be taking, that you divert to a current message….rather than just cutting picking up and immediately cutting the person off, as I have been on every occassion this morning !
I’ll call later and hopefully get through to someone to check if my donation has actually gone through for my friends heroically completed challenge this last weekend. Best of luck with vey speedily cracking all the outstanding issues now.
sue said...
June 29th, 2009 at 11:37 am
Thought I would send a happy note - good luck to all of you. Ed can you please bring back a couple of bottles of Chablis and some brie! Remember - cotton undies!! Or should that be twunks… Swiss family Stevensonxoxo
;-))
Susan Burke said...
June 29th, 2009 at 11:40 am
I know for sure that two very reliable people have donated to my JG page because they have told me so and confirmed when I checked, but nothing is showing up. I dont know if or how many others may have tried. How can I get confirmation that the money has been received and will eventually arrive on my page and into my account?
Sue Burke
Susan Burke said...
June 29th, 2009 at 11:45 am
PS Your notes make no reference to the problem of donated money not showing up on someone’s donations list on their JG page. It seems like money is being sent and going into a black hole! I would like to know that this is also on the list of problems and what you are doing to sort it out.
A. Ngry said...
June 29th, 2009 at 12:04 pm
This is ridiculous, I leave for my charity trip in just 19 days, this is the final countdown and people want to sponsor me, but they cannot! I am glad that Virgin have set up a rival to Justgiving and am wishing I had followed up their offer of sponsorship. Sort it out now.
James H said...
June 29th, 2009 at 12:19 pm
Hi,
Why did you change the layout? It was practical, simple and had all the information each fundraiser was trying to display. Half the text from my “My Story” section is on another page, and the list of donators spreading across multiple pages is really pretty rubbish too.
I know you’re feeling a lot of flack at the moment, but I felt that the new visuals discourage people from using the site and I’m hoping you’ll be able to change back to a simpler format. The “my story” section is one of the most critical parts of the fundraising, as you need to try and get your message across quickly and people need to be able to see all of that appeal. People don’t want to have to look to see where the rest of the text is, and click to open another page.
Why don’t you just revert back to the old page for the timebeing?
Martin Johnson said...
June 29th, 2009 at 12:21 pm
Hi
Good News:
1. http://www.justgiving.com/annamontaguejohnson is working, accepting donations and sending out reciepts. Go on, try it, a very worthy cause…..
2. secure.justgiving.com/annamontaguejohnson is also showing all the donations, including the one I made last night, 28th June.
Bad News:
1. no PayPal and no indication when it will be available.
2. I asked the JG team last week if the backup site (in 2. above) was safe to use. No reply.
3. Facebook App isn’t working
More comms needed from the JG team…..
Rgds
MJ
David said...
June 29th, 2009 at 1:05 pm
We can help you JG.
Can I suggest a post in this blog on current list of items your technical team are busy working on and the priority order in which they are working through them. We, the users, can then add to it if there is anything we are seeing differently or believe is not on your radar at the moment.
Appreciating you’ll be bouncing the site each night, or most nights, at the moment as you drop in fixes (after validating them in test/pre-prod)…. If you can advise when you have put a particular set of fixes into the live system, we as the users can help validate/confirm that they have fully worked across the Production System/Live user base.
I do feel for everyone impacted here, site users and JG alike as I myself have had upgrades that have uncovered unknows (even with very rigorous testing) and had many users affected while we had to either backout or drive hard to forward fix. Only very occassionaly, but it has happened !
rich said...
June 29th, 2009 at 1:08 pm
I’m just sick of this.
On Friday I received an e-mail from Just Giving saying and I quote
“The site is working much better now so if people try donating again they shouldn’t have any more problems”
Today I tested the link to my page and it worked so I sent all my fund raising e-mails again.
Guess what happens - Yep you guessed it - I get e-mails back saying that the page can’t be accessed due to technical issues.
Total incompetence!!! I’d have been sacked if I performed like this performing my job.
SteveK said...
June 29th, 2009 at 1:54 pm
@Natalie re: Alistercampbell
Brilliant, well spotted!
It looks like they’ve taken some data from Alister Campbell’s page, the metadata is all to do with him. I guess this will get fixed when they migrate this page to the new format.
Eiona Roberts said...
June 29th, 2009 at 2:56 pm
Things are in fact getting worse for my page. I was under the impression that the only problem I had was getting into my account to tweak things, it being 6 days away from my abseil (and abseiling is no mean feat as a visually impaired person)
I couldn’t understand why donations were slow coming in, so I rang a friend this morning to talk her through it seeing as she was on her PC. When she hit the ‘donate’ button she got a message saying that the site is temporarily not working.
I’m beginning to wonder just how much more in sponsorship the MS Society of Great Britain ( not me) is losing
BigDaveSB said...
June 29th, 2009 at 3:06 pm
@John Peters If you would still like to donat, you can phone 01453 769022 you can still sponsor me, alternatively, visit http://meningitis-trust.org/donation/Donate-now.html and leave a comment that you’re doing it as sponsorship for David Wood.
That goes for any other kind hearted individuals reading this. Though best to road test http://www.justgiving.com/thecontinuingadventuresofdavidwood/ first and let us know how you got on.
Anton Mercer said...
June 29th, 2009 at 3:21 pm
Just really annoyed I wanted to give a large sum without the person knowing but have
failed 5 times and I should be doing real work.
I know for IT people its sometimes tough work but this is so frustraiting.
Really there is no other way to get this money to the person.
Jayant Patel said...
June 29th, 2009 at 4:12 pm
Frustating, still unable to send out emails requesting donations
Richard Warriner said...
June 29th, 2009 at 4:17 pm
Just tried to make a test donation to my site and got this error at the end
Richard Warriner said...
June 29th, 2009 at 4:17 pm
“ “
Richard Warriner said...
June 29th, 2009 at 4:17 pm
ERROR: Exception on page ‘http://www.justgiving.com/Donation/Sponsored/Default.aspx?df=0&pid=1578604&amt=5&tr=2&mo=1&ic=False’ occurred in module ‘GivingGroup.Facades’ — No connection could be made because the target machine actively refused it 192.168.20.15:14010-
Richard Warriner said...
June 29th, 2009 at 4:41 pm
I have moved over to http://www.charitygiving.co.uk - took about 2 minutes to get the page setup
Tiffany Marshall said...
June 29th, 2009 at 4:59 pm
I am trying to upload pictures and it wont let me.
Dawn James said...
June 29th, 2009 at 5:20 pm
I am astounded at the comment made by Craig F. To suggest that people are using the imcompetence of Just Giving as an excuse for not fund-raising is beyond belief.
Some of us have very high targets to reach. Therefore we have to go way beyond friends and family to raise cash. In the week before the upgrade (which incidentally there was no warning about) I spent three solid days emailing, writing letters, and making appeals including have a story in the local paper.
I was beginning to get a good response to this when the site went down. What is wrong with a good old-fashioned sponsor sheet you ask? Well I am currently working full-time and also training upwards of twenty hours a week in order to be fit for my challenge.
I’m sorry Craig F but your remarks are extemely hurtful. The reality is that Just Giving advertises a service that we are just not getting. My page has been down for over a week now.
Eiona Roberts said...
June 29th, 2009 at 6:39 pm
Geting worse by the minute. I just stood over watched a friend donate online and witnessed her typing her name and message - it shows up as ANON - and I can’t access my account to change it.
Kevin said...
June 29th, 2009 at 8:21 pm
For Tim who commented at 11am.
Good luck in February - hope the weather is kind for you.
Sue and Judy are currently about half way between Newcastle and Carlisle after 3 hard days. Scenery is apparently stunning. You will enjoy it just make sure you do the training and get some long walk under your belt.
As for her page; I now have no problem viewing it but no idea if there are any problems donating. BigDave was the last to donate and Sue is totally astounded that a total stranger would do that for her.
You’re the man Dave
Adam said...
June 29th, 2009 at 8:23 pm
And still no word from JG for three days now. The least they could do is post to their own blog each day. And put a notice on their homepage saying they have problems and linking to this blog. Without that as a minimum how can anyone possibly say they are doing all they can to keep users (their customers) informed.
At this rate there will soon be more stories on El Reg about this than blog posts from JG on their own site.
Does anyone else get the impression that JG have stopped reading their own blog?
Moderation delay on these comments was turned off after the first post. What does that tell you?
Rod Dalton said...
June 29th, 2009 at 11:05 pm
I cannot believe you didn’t adequately test a change of this magnitude before going live with it.
Why when it bacame obvious it was a complete disaster didn’t you revert to the old site till you had fixed the new one or even put up a link to the old one for people in trouble with the new one?
As for all the claims that most people can now access and donate, I don’t know a single person who can access the site even now! I do know a lot who can’t.
This will affect thousands of potential donars, my partner for example has had hundreds of flyers printed and distributed around local pubs etc, The day they were sent out your site went down so most people taking home a flier will have tried for a couple of days then lost the flier or got bored and frustrated. Worse, some have been in touch to say the link on the flyer doesn’t work and have asked what the correct link is, for every one who has asked there will be 10 who have just given up.
kate said...
June 30th, 2009 at 9:42 am
Aaaaarrrrggghhhh - so frustrated with this site!!!!!! Any updates on this?????
I work in charity fundraising and am seriously thinking about switching sites if this goes on much longer!
BigDaveSB said...
June 30th, 2009 at 12:02 pm
Guys, seriously, I have had no issues. I know this makes me fortunate, but, have you tried using different machines?
In previous posts, I promised donations to people that were having trouble with their page, which they couldn’t access, or their friends couldn’t. Yet, they loaded fine for me, and on both occasions I was able to painlessly make a donation. Alas, I do not have the funds to offer this again. But I would, and if I had the funds, I’d also place a charitable wager that I’d be able to donate painlessly again!
Given that, it shows whislt it may not work on one machine, it is working on another. Have you tried going to a friend’s house, your local library, your work pc etc? It maybe that that the machine your using isn’t a happy bunny, but that you do have access to another that is fine.
Given that I think Justgiving took in some £2 million whilst “everyone” was having problems, it clearly shows it was still working for a lot of people.
I suspect that the people that are moved to comment are those that have problems. Sadly, people are more likely to complain about a bad job, than sing the praises of a good one. Whilst I know the upgrade went awry, and a lot of people had problems, there are evidently a lot who didn’t.
I’d love to see the stats on the proportions of users that had problems to those that didn’t.
The other thing that gets me is lots of people complaining, but few people suggesting ways around the problem. Phone your charity, they can help you. It’s their job.
Mark said...
July 6th, 2009 at 12:46 pm
This is an absolute disgrace.
The site is still not working dispite claims to the contrary…
Potential sponsors are telling me they can’t donate properly.
I can’t edit the thing without sitting watching the egg timer for what seems like eons.
I can’t add offline donations.
I can’t add the photos I want to.
Our charity walk is now over. The opportunity is lost. I reckon we’ve lost a fortune in sponsors who’ve just lost interest and gone away.
I’m so disappointed! Shame on you Justgiving!
Mark
Nigel said...
July 8th, 2009 at 10:53 am
One of the most disappointing things here has been the lack of response to individual phone calls and emails to JG; the CEO has been completely anonymous. And for those saying give them some slack, I would if their model didn’t rely wholly on web-based donations; ie a phone back-up service (with appropriate message to Customers telling them how to donate) would help. Like many, I’ve had countless people trying and trying, and not surprisingly then giving up. This has been badly handled I’m afraid, and exacerbated by the complete lack of personal response to individual queries.
heatherbird said...
July 8th, 2009 at 11:39 am
Hi Nigel,
We have been working very hard to respond to each and every query that has come into our helpdesk either on the phone, voicemail or email - everyone from the company who isn’t involved in tech work has temporarily joined the help desk to deal with the volume. As our more recent posts says, we know that this may be taking longer than usual but we will respond to every single request.
Please see the video and message from our CEO here:
http://blog.justgiving.com/2009/06/25/new-on-justgiving/zarine-ceo/
Thanks
Heather
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