<img src="https://us.v-cdn.net/6029383/emoji/rolleyes1.gif" border="0" alt="" > Yawn.....seriously bro chill. Always seems we get at least 1 spaz everytime there is an outage. I doubt they are sitting around SmugHQ right now with a latte saying "hey we were just down but we are good now so all is well". Ever met Andy in person? I doubt he will have any issues beating amazon around.....
Saying your sorry and saying “it IS our fault” is only half the battle, taking ownership means making it right as well. Look I lost nothing today not even time. I did not have any clients barking down my throat. I did not loose customers or revenue either. I just don’t like the “Spin”<o:p></o:p> <o:p> </o:p> The “What do you mean we don’t take ownership” tactic is week when you have yet to say how you will make it right. Are you going to cancel your Amazon deal? Are you going to demand any retribution from Amazon to your company? Have you explained what steps you will take to try and tighten the screws on the ship to make sure it does not start to leak again? <o:p></o:p> <o:p> </o:p> Saying “We take Ownership” and doing something about it are two different things.<o:p></o:p> <o:p> </o:p> How about this; post here how you will be talking with your Amazon rep tomorrow morning about a monetary value to this issue today. Once you have had that meeting post on this forum how much money that smugmug well be getting in a refund from Amazon. Then explain how you will will match that amount you’re your (smugmug) money and distribute it back to your customers. It will probably work out to a few cents for each of us, BUT that is ownership. You can even leave me out of the deal as I am looking for nothing out of this.<o:p></o:p> <o:p> </o:p> Not “We are at Fault but can do nothing about it” You CAN do something you just have not thought outside your cubical on how this problem is YOURS and how fighting with us (the customer) to make it right will strengthen you even more amongst us. <o:p></o:p> <o:p> </o:p> You right I have not read the whole thread and I don’t have to because I see your Spin unlike the others here that are just Jolly that your back up and running. Show me a Post where you were taking the fight to Amazon with us by your side. At least show me a thread that says “We are sorry, it is our fault, and we will do everything we can to get some type of retribution from Amazon and pass it back to all of you in full and then some.” Even if that means 3 years from now all I get out of this is a Amazon t-shirt well at least you took ownership…<o:p></o:p> <o:p> </o:p> Thanks for getting my site back up in a timely manner.<o:p></o:p>
I am back up right this moment. I really hope any issues are worked out by tomorrow morning. I need one of my albums to be working for my boss in the A.M. :-\
Rick Personal: D2x | D70s | Canon AE1 | Nikkor: 18-70 3.5-4.5 | 28-105 3.5-4.5 | 50 1.8 | 70-300 4.5-5.6 VR II | SB600 w/ diffuser | AB B1600 w/ stand & umbrella | Jenis Grip | DAKINE backpack | Manfrotto 055X PROB tripod & Manfrotto 486RC2 ball head | Bogen 3231 Work: 2 Hasselblad's w/ glass | D300 | Fuji S2 Pro w/ Nikon mount | Nikkor 18-200 VR | Broncs | Norms | Dyna heads | Chimera boxes | stands | & much more
|My Photos|
Yep, definitely not out of the woods. My site and SmugMug in general is very slow or page does not load. I do appreciate all the work though and the updates.
smug needs a spanking
I know smug happens and so I just want you to know amazon need to hire more programmers from india to fix this
hehe
just lightening the dreary end of internet world mood
<img src="https://us.v-cdn.net/6029383/emoji/rolleyes1.gif" border="0" alt="" > Yawn.....seriously bro chill. Always seems we get at least 1 spaz everytime there is an outage. I doubt they are sitting around SmugHQ right now with a latte saying "hey we were just down but we are good now so all is well". Ever met Andy in person? I doubt he will have any issues beating amazon around.....
Like I said i lost nothing and want nothing, I'm not the one that is upset..<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p> <o:p></o:p> But Andy should be with Amazon.<o:p></o:p> <o:p></o:p> Can't wait to read tomorrow how Smugmug will be moving all of it's business to rackspace or some other competitor, because it was smugmugs fault to trust Amazon with their customers photos. <o:p></o:p>
<o:p></o:p> <o:p> </o:p> How about this; post here how you will be talking with your Amazon rep tomorrow morning about a monetary value to this issue today. Once you have had that meeting post on this forum how much money that smugmug well be getting in a refund from Amazon. Then explain how you will will match that amount you’re your (smugmug) money and distribute it back to your customers. It will probably work out to a few cents for each of us, BUT that is ownership. You can even leave me out of the deal as I am looking for nothing out of this.<o:p></o:p> <o:p> </o:p> Not “We are at Fault but can do nothing about it” You CAN do something you just have not thought outside your cubical on how this problem is YOURS and how fighting with us (the customer) to make it right will strengthen you even more amongst us. <o:p></o:p> <o:p> </o:p> You right I have not read the whole thread and I don’t have to because I see your Spin unlike the others here that are just Jolly that your back up and running. Show me a Post where you were taking the fight to Amazon with us by your side. At least show me a thread that says “We are sorry, it is our fault, and we will do everything we can to get some type of retribution from Amazon and pass it back to all of you in full and then some.” Even if that means 3 years from now all I get out of this is a Amazon t-shirt well at least you took ownership…<o:p></o:p> <o:p> </o:p> Thanks for getting my site back up in a timely manner.<o:p></o:p>
Sorry, I disagree completely with you. Smugmug owes us no explanation at all as to how they will handle their relationship with Amazon, how their systems are architected and will or will not change as a result. That is their business and we have no right to know any of that, nor do we as customers have a need to know this.
I do not recall signing an SLA with Smugmug, therefore I have no right to do anything but vote with my wallet should I dislike how anything is being handled, including downtime.
Smugmug owes you no money, that is not in your contract with Smugmug. They owe you no refund. You have no right to demand it nor expect it.
If Level3 or some other large Internet concern goes down, or say a major OC line gets cut in San Jose, it can impact Smugmug's service. In any case, I am not sure what you expect of them to 'take ownership' other than say go down to the job site and yell at the crew in the hole. It is the same here.
Smugmug has accepted that there is an outage, and identified they are being effected by S3. They are investigating other issues as well, and by stating this fact, they have take 'ownership'. They have done as much or more than is required, setting up 3rd party status boards on Wordpress, and reporting here as often as possible.
I think it is time to settle down and let these gentlemen get their business back online.
Saying your sorry and saying “it IS our fault” is only half the battle, taking ownership means making it right as well. Look I lost nothing today not even time. I did not have any clients barking down my throat. I did not loose customers or revenue either. I just don’t like the “Spin”<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p> <o:p> </o:p> The “What do you mean we don’t take ownership” tactic is week when you have yet to say how you will make it right. Are you going to cancel your Amazon deal? Are you going to demand any retribution from Amazon to your company? Have you explained what steps you will take to try and tighten the screws on the ship to make sure it does not start to leak again? <o:p></o:p>
Wow. I think identifying the problem and its consequences should come before demanding retribution. The problem is still in the "ongoing" stage. Get the problem solved, take a deep breath and *then* come up with a plan of action for the future. I think that for now a "We'll address it appropriately once we know what the issue was" is more than enough "ownership," and I trust the SmugTeam to take whatever action is necessary.
As for me, I'm going to chill and try to figure out exactly what deadsmiley's avatar is doing....
What is the official word from Amazon right now? Is it actually up as the their status site says right now? Is the problem isolated to Smugmug right now?
I got my page to load a little bit earlier, but now it won't come up anymore, even the smugmug.com main page is now giving me a "Page Load Error".
The “What do you mean we don’t take ownership” tactic is week when you have yet to say how you will make it right.
It's Sunday - we're ALL very very tired. How about letting us regroup a little, and allow us some time to communicate to you, our customers. If you read our CEO's blog, you'll see that we hold nothing back, ever.
I promise that this will be discussed, and shared with all of you. Thanks for your patience and understanding, and for allowing us a little time to get clear, meaningful thoughts together.
, because it was smugmugs fault to trust Amazon with their customers photos.
I'm sorry but how can you make this conclusion when we haven't? Do you know more than we? As I asked, please, please, give us a little time, thank you.
Yawn.....seriously bro chill. Always seems we get at least 1 spaz everytime there is an outage. I doubt they are sitting around SmugHQ right now with a latte saying "hey we were just down but we are good now so all is well". Ever met Andy in person? I doubt he will have any issues beating amazon around.....
Adios for now.-
Some people don't see isolating the failure, coordinating restoration efforts, and managing vendors as taking ownership...dah, hello. You don't have to say "we take ownership" to take ownership of the problem.
Sorry, I disagree completely with you. Smugmug owes us no explanation at all as to how they will handle their relationship with Amazon, how their systems are architected and will or will not change as a result. That is their business and we have no right to know any of that, nor do we as customers have a need to know this.
I do not recall signing an SLA with Smugmug, therefore I have no right to do anything but vote with my wallet should I dislike how anything is being handled, including downtime.
Smugmug owes you no money, that is not in your contract with Smugmug. They owe you no refund. You have no right to demand it nor expect it.
If Level3 or some other large Internet concern goes down, or say a major OC line gets cut in San Jose, it can impact Smugmug's service. In any case, I am not sure what you expect of them to 'take ownership' other than say go down to the job site and yell at the crew in the hole. It is the same here.
Smugmug has accepted that there is an outage, and identified they are being effected by S3. They are investigating other issues as well, and by stating this fact, they have take 'ownership'. They have done as much or more than is required, setting up 3rd party status boards on Wordpress, and reporting here as often as possible.
I think it is time to settle down and let these gentlemen get their business back online.
Your are right they don't owe me any money, or refund, or a Amazon t-shirt. And I never asked for one, in fact i said leave me out of it. I love their service, I will gladly pay twice as much next year for what I get from smugmug.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p> <o:p></o:p> I am a happy and loyal customer.<o:p></o:p> <o:p></o:p> But don't tell me "It's there fault" is taking ownership. Don't tell me "They set up a Wordpress board." is anything more than window dressing. At the end of the day at least tell me "We will be asking Amazon for a written apology." At least it shows you care and you’re trying and taking ownership. It would mean nothing to Amazon, nothing to smugmug and absolutely nothing to you, but would mean a lot to a very satisfied happy customer.<o:p></o:p>
Show me a Post where you were taking the fight to Amazon with us by your side.
Granted I'm much less of a pound-of-flesh person than you, but I'd rather have the folks at Amazon working to get their storage cloud back up rather than having to "fight" their clients.
Stuff happens. No system is 100% reliable. If you don't trust SmugMug because you feel they've been dishonest or aren't pleased with less than 100% uptime for $12.50/month or less, vote with your dollar and go elsewhere.
Personally, I'd rather have Andy and crew put their time towards the site and support rather than haggling with Amazon so that they can spend who-knows-how-much in credit card processing charges to refund us each twelve cents.
Your are right they don't owe me any money, or refund, or a Amazon t-shirt. And I never asked for one, in fact i said leave me out of it. I love their service, I will gladly pay twice as much next year for what I get from smugmug.
I am a happy and loyal customer.But don't tell me "It's there fault" is taking ownership. Don't tell me "They set up a Wordpress board." is anything more than window dressing. At the end of the day at least tell me "We will be asking Amazon for a written apology." At least it shows you care and you’re trying and taking ownership. It would mean nothing to Amazon, nothing to smugmug and absolutely nothing to you, but would mean a lot to a very satisfied happy customer.
I'm really sorry that you feel this way I wish there was something I could do or say to get you to understand that we don't roll the way you are saying we do.
At this point though, you are beating a dead horse - if you wish to continue to do so, that's fine - I've addressed your posts several times now, and you'll either believe me / us or you won't. We'll post something meaningful when we have it.
Thanks for being our customer, and for your patience with us, and your continued patience as we work through all this.
Granted I'm much less of a pound-of-flesh person than you, but I'd rather have the folks at Amazon working to get their storage cloud back up rather than having to "fight" their clients.
Stuff happens. No system is 100% reliable. If you don't trust SmugMug because you feel they've been dishonest or aren't pleased with less than 100% uptime for $12.50/month or less, vote with your dollar and go elsewhere.
Personally, I'd rather have Andy and crew put their time towards the site and support rather than haggling with Amazon so that they can spend who-knows-how-much in credit card processing charges to refund us each twelve cents.
Sometimes a holy war isn't the answer.
Like I said i am a happy customer and will pay twice as much if they want to raise the price even if it just for me.
and your right a holy war here is not the answer, but don't say you have taken ownership when you have no actions to back that up.
I'm really sorry that you feel this way I wish there was something I could do or say to get you to understand that we don't roll the way you are saying we do.
At this point though, you are beating a dead horse - if you wish to continue to do so, that's fine - I've addressed your posts several times now, and you'll either believe me / us or you won't. We'll post something meaningful when we have it.
Thanks for being our customer, and for your patience with us, and your continued patience as we work through all this.
I appreciate your responses and nothing against you Andy or even smugmug you are lightyears ahead of others in customer service to bad your seem satisfied with that...<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p>
Hi Folks, our engineers are working on the webclusters at the moment, and as soon as possible they'll take us out of read only mode. I do not have a time frame, I'm sorry.
I appreciate your responses and nothing against you Andy or even smugmug you are lightyears ahead of others in customer service to bad your seem satisfied with that...
Help us with our customers please!
It would be great, and perhaps prudent to just take the whole thing down and fix it for awhile instead of getting haphazard service and questionable page loads. I just got a page load on my site asking for a password. I shot a large, chartiy golf tournament Friday and handed out hundreds of business cards and told them to start looking for their images on about Sunday. My customers are no doubt seeing a bunch of stuff they don't need to. How about putting up a simple page that says, "Hey, we got a problem and are woking on it" and let my customers know.
Ah, not yet:
Service back to normal
July 21, 2008 by moonriverphotography
Hi All, as of 8:30 pm ET, SmugMug is back up and service is back to normal. Sorry for the prolonged delay, and thank you all for your amazing patience.
Hi Folks, our engineers are working on the webclusters at the moment, and as soon as possible they'll take us out of read only mode. I do not have a time frame, I'm sorry.
I'm sorry but how can you make this conclusion when we haven't? Do you know more than we? As I asked, please, please, give us a little time, thank you.
Andy here is a question? a serious one and again I'm not mad at you or the "way you roll" but if you don't SPIN like you said why did you take a portion of my post, take it out of context and then try and lay my words back on me?<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p> <o:p></o:p> the sentence was <o:p></o:p> "Can't wait to read tomorrow how Smugmug will be moving all of it's business to rackspace or some other competitor, because it was smugmugs fault to trust Amazon with their customers photos."<o:p></o:p> <o:p></o:p> It is obviously tong in cheek as we all know that will never happen (TOMORROW). But by taking the first part of the sentence out of your post you have SPUN it to mean something else right?<o:p></o:p> <o:p></o:p> Again i ain't mad at ya, just a question.<o:p></o:p>
I want to play devil's advocate.
According to Amazon's S3 service agreement: http://www.amazon.com/gp/browse.html?node=379654011
Amazon will credit Smugmug 25% of the total monthly charges.
Provided Smugmug points to Amazon as the reason for downtime, should Smugmug users receive credit too?
Otherwise Smugmug will even benefit financially when S3 is down.
You mean the profit from all of the lost new accounts, prints not sold, and lost good will?
Thanks
Thanks for the page note regarding the issues. I think that will go a long way to letting my customers (and yours) know that "we" are aware of the problem and it is being addressed. While I am frustrated, I am sure you are a too.
Comments
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Adios for now.- <img src="https://us.v-cdn.net/6029383/emoji/mwink.gif" border="0" alt="" >
Canon 5D Mk.2/Grip || Canon 7D Backup
17-40 f/4L || 70-200 f/2.8L IS || 100mm f/2.8L Macro || 24-70mm f/2.8L
Wedding Photographer
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Personal: D2x | D70s | Canon AE1 | Nikkor: 18-70 3.5-4.5 | 28-105 3.5-4.5 | 50 1.8 | 70-300 4.5-5.6 VR II | SB600 w/ diffuser | AB B1600 w/ stand & umbrella | Jenis Grip | DAKINE backpack | Manfrotto 055X PROB tripod & Manfrotto 486RC2 ball head | Bogen 3231
Work: 2 Hasselblad's w/ glass | D300 | Fuji S2 Pro w/ Nikon mount | Nikkor 18-200 VR | Broncs | Norms | Dyna heads | Chimera boxes | stands | & much more
|My Photos|
smug needs a spanking
I know smug happens and so I just want you to know amazon need to hire more programmers from india to fix this
hehe
just lightening the dreary end of internet world mood
Like I said i lost nothing and want nothing, I'm not the one that is upset..<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p>
<o:p></o:p>
But Andy should be with Amazon.<o:p></o:p>
<o:p></o:p>
Can't wait to read tomorrow how Smugmug will be moving all of it's business to rackspace or some other competitor, because it was smugmugs fault to trust Amazon with their customers photos. <o:p></o:p>
Sorry, I disagree completely with you. Smugmug owes us no explanation at all as to how they will handle their relationship with Amazon, how their systems are architected and will or will not change as a result. That is their business and we have no right to know any of that, nor do we as customers have a need to know this.
I do not recall signing an SLA with Smugmug, therefore I have no right to do anything but vote with my wallet should I dislike how anything is being handled, including downtime.
Smugmug owes you no money, that is not in your contract with Smugmug. They owe you no refund. You have no right to demand it nor expect it.
If Level3 or some other large Internet concern goes down, or say a major OC line gets cut in San Jose, it can impact Smugmug's service. In any case, I am not sure what you expect of them to 'take ownership' other than say go down to the job site and yell at the crew in the hole. It is the same here.
Smugmug has accepted that there is an outage, and identified they are being effected by S3. They are investigating other issues as well, and by stating this fact, they have take 'ownership'. They have done as much or more than is required, setting up 3rd party status boards on Wordpress, and reporting here as often as possible.
I think it is time to settle down and let these gentlemen get their business back online.
Wow. I think identifying the problem and its consequences should come before demanding retribution. The problem is still in the "ongoing" stage. Get the problem solved, take a deep breath and *then* come up with a plan of action for the future. I think that for now a "We'll address it appropriately once we know what the issue was" is more than enough "ownership," and I trust the SmugTeam to take whatever action is necessary.
As for me, I'm going to chill and try to figure out exactly what deadsmiley's avatar is doing....
The Railroad Photographer
www.railroadphotographer.com
What is the official word from Amazon right now? Is it actually up as the their status site says right now? Is the problem isolated to Smugmug right now?
I got my page to load a little bit earlier, but now it won't come up anymore, even the smugmug.com main page is now giving me a "Page Load Error".
edmaine
I promise that this will be discussed, and shared with all of you. Thanks for your patience and understanding, and for allowing us a little time to get clear, meaningful thoughts together.
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Some people don't see isolating the failure, coordinating restoration efforts, and managing vendors as taking ownership...dah, hello. You don't have to say "we take ownership" to take ownership of the problem.
www.sunglophoto.com
▬▬▬▬▬▬▬▬▬▬▬▬▬
Your are right they don't owe me any money, or refund, or a Amazon t-shirt. And I never asked for one, in fact i said leave me out of it. I love their service, I will gladly pay twice as much next year for what I get from smugmug.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p>
<o:p></o:p>
I am a happy and loyal customer.<o:p></o:p>
<o:p></o:p>
But don't tell me "It's there fault" is taking ownership. Don't tell me "They set up a Wordpress board." is anything more than window dressing. At the end of the day at least tell me "We will be asking Amazon for a written apology." At least it shows you care and you’re trying and taking ownership. It would mean nothing to Amazon, nothing to smugmug and absolutely nothing to you, but would mean a lot to a very satisfied happy customer.<o:p></o:p>
Granted I'm much less of a pound-of-flesh person than you, but I'd rather have the folks at Amazon working to get their storage cloud back up rather than having to "fight" their clients.
Stuff happens. No system is 100% reliable. If you don't trust SmugMug because you feel they've been dishonest or aren't pleased with less than 100% uptime for $12.50/month or less, vote with your dollar and go elsewhere.
Personally, I'd rather have Andy and crew put their time towards the site and support rather than haggling with Amazon so that they can spend who-knows-how-much in credit card processing charges to refund us each twelve cents.
Sometimes a holy war isn't the answer.
At this point though, you are beating a dead horse - if you wish to continue to do so, that's fine - I've addressed your posts several times now, and you'll either believe me / us or you won't. We'll post something meaningful when we have it.
Thanks for being our customer, and for your patience with us, and your continued patience as we work through all this.
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Like I said i am a happy customer and will pay twice as much if they want to raise the price even if it just for me.
and your right a holy war here is not the answer, but don't say you have taken ownership when you have no actions to back that up.
http://smugmug.wordpress.com/
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You've sure got us fooled.
It would be great, and perhaps prudent to just take the whole thing down and fix it for awhile instead of getting haphazard service and questionable page loads. I just got a page load on my site asking for a password. I shot a large, chartiy golf tournament Friday and handed out hundreds of business cards and told them to start looking for their images on about Sunday. My customers are no doubt seeing a bunch of stuff they don't need to. How about putting up a simple page that says, "Hey, we got a problem and are woking on it" and let my customers know.
Ah, not yet:
Service back to normal
July 21, 2008 by moonriverphotography
Hi All, as of 8:30 pm ET, SmugMug is back up and service is back to normal. Sorry for the prolonged delay, and thank you all for your amazing patience.
Thanks for the update Andy.
Just curious, is the issue still related with Amazon or this is just within Smugmug?
edmaine
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Thanks, I got the main page to load now with the message on top of SM having a problem.
I hope you guys can get it fix soon!
Thanks again!
edmaine
Andy here is a question? a serious one and again I'm not mad at you or the "way you roll" but if you don't SPIN like you said why did you take a portion of my post, take it out of context and then try and lay my words back on me?<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p>
<o:p></o:p>
the sentence was <o:p></o:p>
"Can't wait to read tomorrow how Smugmug will be moving all of it's business to rackspace or some other competitor, because it was smugmugs fault to trust Amazon with their customers photos."<o:p></o:p>
<o:p></o:p>
It is obviously tong in cheek as we all know that will never happen (TOMORROW). But by taking the first part of the sentence out of your post you have SPUN it to mean something else right?<o:p></o:p>
<o:p></o:p>
Again i ain't mad at ya, just a question.<o:p></o:p>
You mean the profit from all of the lost new accounts, prints not sold, and lost good will?
http://georgesphotos.net
Thanks for the page note regarding the issues. I think that will go a long way to letting my customers (and yours) know that "we" are aware of the problem and it is being addressed. While I am frustrated, I am sure you are a too.
Thanks for letting us know it's not Amazon