In my postings about things, and really throughout the course of my internet life, I’ve found that the best form of customer support is public shaming. I have a problem with American Airlines and I get delayed, it takes three hours to get a new flight. I mention it on Twitter, new flight in fifteen minutes and a voucher for another free flight. Bing even came running when I said something of theirs looks funny and suggested a hint of something worse.
Yesterday I posted about how Shopify is effing up my world because Google Analytics is all broken, and today by lunch in the comments section, Shopify was all like, “nuh-uhhh!”
Which is cool, I suppose. You can read the response for yourself, because I’m not going to get into much of a semantic argument. He says, “GA isn’t broken,” but the crux of my argument is that when they made the update or pushed whatever live, the asynchronous version of Google Analytics stopped firing on our Shopify checkout pages. I asked support about it, and the only instructions that Shopify’s own support channel gave me was to upgrade our GA instance to Universal.
I will directly respond to two points of Aaron’s comment because they aren’t semantic arguments but actual real points:
There is no flaw in the code as you mention. Your assessment as to how we determine attaching the “_ga” linker parameter is incorrect. What that code is looking for is the cart form itself, and any submit elements on that form. “/cart” is the form action it is looking for, and actually indexOf(‘/cart’) >= 0 would match with ‘/carts’ as well.
That’s cool and all because this is what Shopify support emailed me when I asked them the same thing:
I hope there are two Aarons that work at Shopify. In fact, I waited until I got that email to publish my blog post. Because it’s still not fixed.
Again, from Aaron:
Here’s a test site that you can see cross-domain tracking in action: http://shop.spacify.org/products/unicorn-crest-short-sleeve-tee
All right, let’s see what…
Seriously, I showed this to everyone in my office. I’m not trying to be a dick about this but they sent a site about showing how they pass the Google Analytics cookie across domains, and Google Analytics doesn’t even work.
To be fair, I sent that to Aaron and he fixed it, and it does work on that site. It works when the user goes to Checkout.Shopify.Carts. It still doesn’t work on our site, but that’s because we have a user going from the product page to checkout.
The shopify example looks like this:
And that’s great, because when we take customers through that process as well it works. Our issue is we have two avenues of sending users to checkout.
When we go from Product Page to Cart to Checkout everything works. When we send the user from the Product Page to Checkout, that’s where the cookie breaks. And shopify still owns that part.
If I could have gotten a faster response ten days ago, then I wouldn’t have made a blog post about it. Going through proper channels puts me in a queue and gives me a little lip service and takes hours, days, weeks to have anything accomplished. During this time, Shopify support blamed Google’s eCommerce tracking data on DoubleClick latency, claimed they didn’t make any updates, said they no longer supported Asynchronous Google Analytics, and told me my website’s issue was fixed when it wasn’t.
But I write a blog post, put it on social media, and the responses and resolutions come really quickly. This isn’t a Shopify issue, this is a corporate culture issue.
Companies are so afraid someone will say anything bad about them in a public forum, that they acquiesce immediately to complaints on a public forum. It wouldn’t be that way if the normal support channels worked. This is from everyone, Airlines, Fast Food restaurants, even CMS platforms. Companies are teaching us that their support channels are ineffective every time they react faster to a social media post than their front line phone and email support handles a problem. And it teaches customers that bad attention is better than no attention at all. If I yell and scream enough someone is going to pay attention to me.
And I really feel sorry for the dude that has to run @ComcastCares.