Distributor Ingram Micro has apologised to partners and moved to reassure them over the stability and performance of its new website, after the launch was hit by problems yesterday.
Individuals at three channel companies, who didn’t want to be named, said they had experienced problems with either the site running very slowly or timing out, and with the ingrammicro.co.nz URL not working. Another had problems placing orders and one said the new site was less user friendly than the previous one, and that it was harder to find information.
Ingram managing director Gary Bigwood says it yesterday identified a configuration issue that caused the site to be unstable, an issue which had not shown up in the six weeks of pre-release testing.
A solution to the problem was deployed yesterday, which stabilised the site by about 4.30PM, and this was load tested overnight, he says.
“Many of you experienced performance issues on our first day with the new site and please accept my apologies for any inconvenience caused,” he said in an email to resellers today.
“We have a large team working 24 hours a day to support the launch and late on Monday they identified the issue which had affected the performance. The solution was rolled out and then load tested overnight. This morning I am pleased to report that the site has gained stability and we have seen a marked improvement in performance.”
Bigwood told Reseller News the website would continue to be optimised this week to speed up the website. He said it was still running more slowly today than in the six weeks of testing, but by 4.30 yesterday had “sped up dramatically”.
The company received a lot of negative feedback amid partner frustration with the website yesterday, but also a lot of positive feedback and constructive suggestions for improvement, he says.
“Like any change, there’s a level of frustration because its new. We’re encouraging people to contact email@example.com and they’ll get a response to any problems.”
Some partners were unable to log in to the site yesterday, and Bigwood says this was due in many cases to the use of shared logins, something that was supported by the previous Techlink site but not in the new one. However, he says the issue of login problems has not yet been fully resolved.
Ingram now has a large, global support team for its website, and Bigwood says those working on the site are “working until they drop”. “We’ll keep working until its perfect,” he says.
He adds further modules will be added to the site to increase functionality for partners.