Update at 9:26 p.m. CDT, June 2. Early this evening e-junkie posted: “We experienced a major network outage last night; further details posted in our Service Status forum here: e-junkie.com/bb/topic/6488.
The post at the forum read:
“We experienced a major network outage the evening of Saturday, June 1, which our redundant network failed to handle automatically as it should have. Service was restored at approximately 11:30 pm MST (June 2 0630 UTC), but a full determination of the cause of the outage has not been made yet. We are preliminarily scheduling further testing Sunday night when traffic is lowest around midnight (Monday June 3 0700 UTC). This testing may result in a small number of interruptions of <1 minute in duration around that time. we apologize for this interruption of service; more details will follow." My comment: I’m utterly amazed. The e-junkie statement is an example of being completely tone-deaf to customer needs.
Update at 9:28 a.m. CDT, June 2. Sometime in the early-morning hours, the e-junkie site came back up.
Update at 11:41 p.m. CDT, June 1. E-junkie has been down for more than 3 hours, and their most recent tweet continues to be: “Mind-Blowing Twist Ties Figurine Collection By Jacob.” Mind-blowing is right. But it’s time for me to go to sleep.
I use e-junkie for some of TheSolopreneurLife.com’s e-commerce.
But tonight, instead of fulfilling your orders, e-junkie is providing a real-time case study in how not to use social media.
Their service went down more than 2 hours ago. E-junkie users have been begging for an ETA and/or an explanation, but their Twitter and Facebook accounts have been silent.
I apologize for the inconvenience and I’m looking forward to e-junkie’s explanation of what went wrong with their site and, more importantly, why the company’s social-media voice went silent.
Here’s what some of e-junkie’s customers are saying tonight.