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Ingram issues fresh assurance as website problems continue

Ingram issues fresh assurance as website problems continue

Ingram Micro says it has a clear picture of what it needs to do to fix problems with its newly-launched website, as partners continue to identify issues with the site.

A fortnight after launch, one partner who didn’t want to be named said many click-throughs were required to find information, and that there were too many pictures on the “busy” site.

Another, who also wished to remain anonymous, said the website was “a retail website not a business tool”, adding that pages contained too many advertisements. Pages were slow to refresh when filter settings were changed, and when navigating forward or back between pages, while lots of scrolling was required to read page content, the second partner said.

Readers of the reseller.co.nz website posted anonymous comments about Ingram’s newly-launched site.

Referring to Reseller News’ previous story that Ingram had identified a configuration issue affecting the site’s stability, one reader said they would accept a site that was half as stable if it was twice as useable.

“The sad thing is, they had something that worked well,” the reader said.

In the second email to resellers last night, managing director Gary Bigwood said the company had received both positive and negative feedback from a large cross-section of partners.

“There are some bugs in the site, and a few of the features are not currently working as they should. These have been captured, are being tested and we are working on multiple fixes to remedy these problems and improve the user experience,” he says.

The site’s performance is improving, and it continues to be optimised, he says.

The distributor has also received a lot of feedback on the look of the site and the user experience, he says.

“This too has given us a clear plan of attack to deliver to our customers what they require. We had members of the development team collating feedback all last week and they followed up by interviewing a cross section of local resellers to ensure that issues had been captured correctly.

“The good news is that we know what needs to be done to fix the issues that resellers have raised, and we have a small army working to deliver the required results.”

In the email, Bigwood says a significant number of issues raised were driven by lack of familiarity with the new website, and differences between the new site and the previous TechLink site.

As a result, it has created a “Web Enhancements and User Guides” section, with 12 PDFs provided so far and more to be created based on feedback from resellers.

“In hindsight, the change management side was handled poorly by us, and we will not repeat the error,” Bigwood says in the email.

Ingram has also worked to resolve issues for partners who take electronic product and pricing feeds from its back-end systems, Bigwood says.

“As a result of our internal system conversion here, there were some issues experienced with some of these feeds that I believe have now all been resolved.”

The email says Ingram remains committed to delivering good customer service.

“Please accept my apologies for the inconvenience that these issues have caused. Rest assured we are taking these problems very seriously and will not stop until we get everything right.”


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