Over the past month or so, I've been having my customers email me with problems downloading their product. It's not every single customer...it's hit and miss...but it does happen several times a week. The two complaints are that they receive their email from e-Junkie, but are unable to download because when they click on the link, it says it has expired already. The other complaint is that when they click on the download link, it says file not found. The next customer could order the same product, and not have a problem at all. Again, I never had this problem until about a month ago. At first I thought it was just a glitch, but now that it's happening several times a week, I'm getting concerned about it.
I have never been successful re-activating expired links. I re-activate but the displayed link is expired. I've written support twice with no response.
I don't even bother with re-activating the link. I manually send the file myself after the customer has received the bad link from e-junkie. By the time they have ordered, paid, then not been able to download what they paid for...they're pretty ticked. So I have the pleasure of answering heated customer emails, and sending the files myself.
The links show up already expired or say they can't be found when certain customers try to open them...that shouldn't be happening. Like I said in my original post, it's hit and miss...one customer can download fine, and another one won't be able to open the same file at all. It's not every single order, but it does happen at least 2-3 times a week. And when it does happen, it will happen to several people in the same time span. That's why I know it's an e-junkie problem...like they're having a system problem at that point and things are glitching.
As far as support from e-junkie...this post has been here for 5 days now, and not one admin person has made a response. Since they haven't answered, I'm assuming they don't have an answer, or will tell me it's a problem on my end...which I know it's not. The delivery of those files has nothing to do with me...it's all done by e-junkie.
When I'm not having problems, e-junkie is wonderful...I'd highly recommend it to anyone. I'm paying for a service though, and expect it to work right and not cause customer issues.
chestnut01And when it does happen, it will happen to several people in the same time span. That's why I know it's an e-junkie problem...like they're having a system problem at that point and things are glitching.
If E-junkie is down or if there is a glitch, three things can happen .. either your buyer will get a "site down for maintenance" message on screen, or they will get a blank page and in worst case, their browser will tell them that site could not be found. In any of these cases database will not be in play and they download count will be unaffected. So this is not an issue caused by any E-junkie system glitch.
If you can send the transaction IDs to development [at] e-junkie, we can look into that particular case and let you know if we see anything unusual.
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