Customers reporting not getting text messages and numbers disappearing from Farm Fan database

Trent Thompson's Avatar

Trent Thompson

28 Mar, 2015 07:04 PM

Hello:

I am having customers, including my wife, who did not get the text this AM. I also had a customer's phone number mysteriously disappear a few weeks ago from the database, too.

I am wondering if I did something wrong when I sent out the text from 3/28 at 9 AM? Or, if there are actual code glitches in the system causing these issues.

Just this week I said that I wanted to do the pay-as-you-go plan. I have been doing the Free-100. Not sure if that matters or not.

I was also thinking it would be nice to be able to tell customers when they should be receiving a text when they sign-up online. I was sending them out at 7 AM and then realized that this is too early for some people. People that are responsible caring for elderly/sick, for example, do not turn phones off and are woken up by text messages. DO you think integrating this feature is a possibility for the future?

Thanks for the help, Trent

  1. Support Staff 1 Posted by Simon Huntley on 28 Mar, 2015 10:54 PM

    Simon Huntley's Avatar

    Hi Trent,

    We did have an issue this morning that resulted in some messages not being
    sent. Messages got queued up at 9am EST and during the sending process, an
    error occurred which stranded the rest of the messages in queue. We are
    working on a fix so this does not happen again.

    So that we know about and are working on.

    About the mysterious disappearance, I don't know. Can you give me more
    details about who disappeared and I will look into it?

    I do think 7am is much too early to be sending messages. I would recommend
    8:30 or 9am at the earliest. You can schedule the messages to go out after
    the market has already started if you log in to the FarmFan control panel
    from your phone or browser. Do you use that or do you send in updates by
    text message?

    -Simon

    -Simon Huntley
    Founder, Small Farm Central
    @huntleysimon <https://twitter.com/HuntleySimon>
    412-567-3864 ext. 703
    http://www.smallfarmcentral.com

  2. 2 Posted by Trent Thompson on 30 Mar, 2015 12:40 PM

    Trent Thompson's Avatar

    Simon:

    I do updates online.

    The customer that that I know had his number disappear from the database
    was Gary Jones. He's an investor to the farm and always keeps a close eye
    on our business practices.

    He reported not getting a text about 5-6 weeks ago after getting the first
    one or two that we sent out. I thought that was strange. I went into the
    customer database and sure enough, his number was gone. I believe his other
    contact info was still there. I re-entered his phone number. He got the
    next text.

    He reported not getting the text this past saturday as did my wife.

    Gary watches our business like a hawk and tells us everything that he
    likes/doesn't like about what we do. Most of our customers are not like
    Gary and I do not know if their information has also been lost...they
    probably wouldn't notice or tell us.

    Trent

  3. Support Staff 3 Posted by Simon Huntley on 30 Mar, 2015 07:19 PM

    Simon Huntley's Avatar

    Ok, I'm not sure about the mysterious disappearance. That is not something
    I have run into and since he has already been added in, I can't really
    investigate it further at this point.

    If you learn of that happening to any one else, please let me know.

    I understand that a lot of customers probably would never say anything..
    but I don't know.. a text is something they will get used to and might
    notice if they don't get it any more.

    -Simon

    -Simon Huntley
    Founder, Small Farm Central
    @huntleysimon <https://twitter.com/HuntleySimon>
    412-567-3864 ext. 703
    http://www.smallfarmcentral.com

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    WinstonLard's Avatar

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  5. qroth closed this discussion on 17 Apr, 2015 04:22 PM.

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