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Wiggle and Chain Reaction are getting a new IT system from april 24th 2023.
It sounds like all old orders data will not be carried over onto the new system.
therefore if you need to return anything (365 day return) or warranty claims
worth doing that asap.
Interesting! At the mo it's great that you can view your complete order history, be a shame if that goes, think I'll stick it all in a spreadsheet. (Ah, those Kenda Small Block 8 USTs, April 2013, I think they're still on my singlespeed!)
Yes I'm sure a new "IT system" will mean you can't legally claim under warranty.
Honestly, where do you get this drivel from?
jhinwxm
Free Member
Yes I’m sure a new “IT system” will mean you can’t legally claim under warranty.Honestly, where do you get this drivel from?
Not sure, but it looks like you’re getting excited about nothing.
He’s saying to keep hold of your receipts* as you won’t be able to see old ones after the cut-over, nobody mentioned not being able to claim anything.
*order info
plausible though that it might make returns slightly more of a headache. Ta, OP! Have had some allegedly-XL-but-actually-inexplicable-tiny gloves I've been meaning to send back for months but might actually do now 😂
Thanks OP will screenshot my order history
Cheers, ill screen shot all my orders in the last year or two!
Where did you hear this as far as i can see ive had no email from Wiggle about htis and there is nothing on their website i can see?
It does make returns more complicated if you don't keep the packing slip.
My last order came with nothing but my wife made an order the same evening and her parcel came with the haribo and a note about order info being lost.
I had a quick play with the URL but couldn't work out a way of getting it to show your complete order history on one page for a huge copy and paste...anyone worked out a way?
Maybe just search your email if you need to return something, and otherwise ignore the above.
her parcel came with the haribo and a note about order info being lost.
The Haribo supply seems very random these days, spent just under £500 with Wiggle a month ago, no Haribo in the box
2 weeks later i spent £30 on a chain and got some Haribo
Dosent bother me but my boy associates Wiggle packages with Haribo so gets disapointed when i open them up and there's none in there!
Genuinely helpful PSA, despite the grumps.
When we were burgled last year, it was really useful to be able to access order details going back years as the insurance company wanted lots of proofs to establish the details of custom builds. Digging back through ancient emails to find stuff I'd bought elsewhere, took loads longer.
Notable exception was Sam at Cotic, who found my seven year old invoice while I was on the phone.
@jhinwxm , its not that extreme
hopefully wiggle/crc customer services will keep the information, but you never know,
if you cant find details of your order, they could easily refuse a warranty.
i persoanlly think its a ballache them not transfering data over.
i keep my hotmail emails in folders, so can tend to find orders, not everyone does.
hence the heads up.
plus i tend to buy on different email addresses to take advantage of discounts/codes offered.
Pretty bad system if you can’t go through to customer services and they search the “legacy systems” to get the info they need. Least you still have financial data, pretty sure they need to keep that for 7 years
You could also save your orders as a PDF. Select print this order and then select Microsoft print to PDF as your printer.
Great PSA, was aware of it but forgot. Useful if nothing else than for an insurance claim, god forbid that being needed!
Presumably the reason they're not taking CycleScheme orders until later in the year as well?
When we were burgled last year, it was really useful to be able to access order details going back years as the insurance company wanted lots of proofs to establish the details of custom builds.
Same happened to me and as pretty much all my purchases were Wiggle or eBay it was very easy to see all my orders and provide proof of purchase. Claim went very well.
for those looking to save lists of purchases etc:
Load your orders, check the 'view all' list link to right of the search button. Then, right click (or something, i'm on a mac) then go "save as". select the 'whole web page' option in the drop down, then save the order page somewhere. Doesn't get ALL the item in one order, but is a good aide memoir.
>>
Better still @lardman get the order history showing in Safari on a Mac and select File>Export as pdf and the whole page will be there as one big document going back to when it was all fields here.
When we were burgled last year, it was really useful to be able to access order details going back years as the insurance company wanted lots of proofs to establish the details of custom builds. Digging back through ancient emails to find stuff I’d bought elsewhere, took loads longer.
Exactly the same thing happened when I was burgled, was very useful for bie tools that got nicked.
sorry for bringing this back up.
Has anyone been getting emails from CRC and Wiggle sayingyou can download your order history? I've just received anohter emial saying i selceted to do this and here's the link to download - but i haven't selected/confirmed anything. Do you think CRC/Wiggle have done this automatically or has my account/emials been hacked?
ta
Got an email today - don’t recall asking for a download link…
Got the same emails from both wiggle and CRC
I didn't even consider it a hack. If it was then it was at least a helpful one which let me download my order history.
Got the same email, they're probably just sending them out to get people to download the order history before it disappears.
You'll be glad to know the order history doesn't have values on it, not sure if I want to see how many thousands I've spent with them! 🤣
jimdubleyou
Full Member
Got an email today – don’t recall asking for a download link…
OK, at least someone got the download without actually asking for it. i feel less abused now.
Yes I've had them - in the first email but there was a 'click here to download your history' button, and I didn't click it but I'm wondering if they're using some automated mailing tool that will monitor clicks to links then issue a follow up email to those that have clicked. Except, as part of enhanced security, some email clients/ISPs now intercept your emails and check every link is safe before you get to read it, which could look like you've clicked the link youself, so Chiggle's email platform thinks you've clicked on the download link when you haven't so you then get a follow up mail saying you did something that you didn't, even though their records will show that you did. Confused?
Yep I got the emails as well, I assumed it’s a system auto generated download link and code - as I hadn’t requested it, maybe to make it easier to export your order history.
Following my blurb up there I found the original email and clicked the link and that took me to a page where I needed to click to opt in, so my theory about link tracking doesn't hold up.
So now I'll theorise that their email team are just having a bad day.
I down loaded mine from Wiggle and CRC. The Wiggle was correct the CRC had 6 items on from 2022 of the 26 pages on the website from 2013.
I've questioned it and got a response recommending I copy off the website as the IT dept are having a bad day and they can't guarantee sorting it before it's too late
Got those Emails, assumed it was a scam from someone who'd hacked their mailing list.
I wonder how well "the computer ate my homework" would stand up legally if they denied a valid warranty claim?
I tried to download my CRC order history but my ISP told me I was breaking their bandwidth fair usage policy.
New email has just come through saying they had sent the download code despite me not asking for it.
With regards to "I wonder how well “the computer ate my homework” would stand up legally if they denied a valid warranty claim?"
They also state that whether download or not can contact customer service for a return.
Only makes it trickier if you cant remember who you brought something from.
As a software engineer I’m both baffled and intrigued as to how in the year 2023 a large company got itself into this situation.
I got a wiggle link to download all orders but not a crc one - just a reminder to log in and download from crc?
As a software engineer I’m both baffled and intrigued as to how in the year 2023 a large company got itself into this situation.
Cost centre business area (returns), why bother with the work of trying to import and merge (CRC & Wiggle) it all into your new combined system, adapting your new system to deal with historical data etc.
CRC/Wiggle will have to keep access to the data themselves, e.g. for returns, warranty claims and claims under Consumer Rights Act, which goes back 5/6 years. There would not likely be a need to migrate past orders to the new system, they would just need to be "read-only" accesible.
For such a large online only retailer, the switch off of "public" access to the data provides a poor service for their customers.
Not really...as a software engineer you should be very aware that many systems are proprietary and don't match up without considerable time, effort and therefore cost.
They probably do have access themselves but are paying to combine it all for 'public' access.
At the end of the day though it's just fields in a database, it's trivial to map fields between systems and do an export/import operation. Sure, there might be some fields that require a new format but again it's pretty trivial to do a conversion.
If you have no idea of the scale of what they are doing and the complexity it involves, you are best not commenting. Anyone who works in IT knows how complex a major system wide upgrade is and to do this without going offline to disrupt customer service is a big ask, especially if there is a budget and timescale they have to stick to. They will have had to make strategic decisions and porting historical information which more than likely 95% of their customers don't use and don't care about is a sensible one to take. They will still have the information if they need it, just that you will not have access to it.
It is not their job to hold the information and make it accessible to you because you can't remember which shop you purchased something from. Even so, unless you delete you order emails, which is not a good idea, your email history would have a record of what you purchased from where.
At the end of the day though it’s just fields in a database,
Aside from its not. Its the schema and relationships as well.
Data conversions are generally a pain in the arse and always need the cost benefits weighing up.
In this sort of case since there is no need to actively use the history I doubt it makes sense.
For the internal staff they can either keep a cutdown version of the old system using or dump it out as denormalised data which whilst not suited for external use would work for the level of internal usage.
At the end of the day though it’s just fields in a database, it’s trivial to map fields between systems and do an export/import operation. Sure, there might be some fields that require a new format but again it’s pretty trivial to do a conversion.
Do you work for SAP's sales department?
It is not their job to hold the information and make it accessible to you because you can’t remember which shop you purchased something from
Well, the customer isn't paying for that service directly, that's true. But there is a level of feature expectation. Other online retailers have this feature. As both a customer of CRC/Wiggle and working on CRM systems as a day job, this decision just seems really poor and overall is rubbish for the end user. It is obviously budget driven but with a bit of competent foresight this situation could likely have been avoided.
Keeping the website running in every territory they serve as well as ensuring complete legal compliance across the system is probably more important than functionality that doesn't earn them a penny
it’s pretty trivial to do a conversion.
Looks at current corporate data migration project that was first discussed in 2019 and is at least 6-12 months from going live...
Has anyone been getting emails from CRC and Wiggle sayingyou can download your order history? I’ve just received anohter emial saying i selceted to do this and here’s the link to download – but i haven’t selected/confirmed anything. Do you think CRC/Wiggle have done this automatically or has my account/emials been hacked?
Yep, loads.
Just deleted them all, have no interest in my order history.
Do you work for SAP’s sales department?
Or a salesfarce implementor. 'Just configuration init'!
I think its lame they are not keeping the data but at the same time understand why. Though why (assuming they are migrating accounts) it could not be stored as a text/xml dump against old accounts and surfaced in a rudimentary way I'm not sure.
They may well live to regret it once the post migration Tsunami of Customer queries starts...
probably more important than functionality that doesn’t earn them a penny
It's not a direct earner but if it has value to the customer then it has value to the business. For example, I often use order history to reference exactly what part I bought before. Now if there was a handy link to buy it again, I might just do that.... I do that on Amazon.
Also the data set is a customer's buying preferences. It could be anaylsed and used to target future marketing emails etc. There are 3rd party services that will do exactly this.
From the current approach (of which we can only see the surface, granted) it does appear that the historical order data is being seen as a hindrance to migration rather than an asset to be used.
Though why (assuming they are migrating accounts) it could not be stored as a text/xml dump against old accounts and surfaced in a rudimentary way I’m not sure.
My guess is the file would be vast and even more vast if they used XML, which is the most verbose way of representing anything...
Possibly they asked their consultants for a quote for exporting, parsing and re-populating the dB with it and after they picked their chins off the floor, they said 'Nope!'.
Also the data set is a customer’s buying preferences. It could be anaylsed and used to target future marketing emails etc. There are 3rd party services that will do exactly this.
I'd expect Chiggle has a team doing analysis & insight on their customer base - the historic data will have huge value to them but that won't need to be in a customer friendly format. Expect they'll just dump the contents of their old crm system into a data lake so they can still interrogate it but migrating that history to a new system doesn't really give them anything. They've confirmed that they can still provide historic order details if needed by the customer and are giving you the option to save your own order history before it's gone,so I think that's a reasonable approach but the email comms around this have been poor and confusing so customers are more concerned than they would've been with clearer messaging.
There are two parts to this. The business decision to not to migrate data and the implementation.
I managed similar size and scope projects when I was working so I get the business decision. Sometimes that call has to be made. What I dont get is the truly shonky implementation. Last minute comms to customers, contradictory emails and incomplete data provided. This makes think its been done on the fly as an add on and makes me wonder if they even made the business decision at the right time if at all?
Anyone know what the change is? Back/front end? Is it a consequence of the Signa Sports United buy out eg common platforms etc?
Anyway some poor team must be having a particularly dreadful time sorting this out. I hope they are being well looked after!
Also if you are a Wiggle Plus member they are not doing free next day delivery at the moment.Why exactly do I pay my subscription then?
Wiggle is down this morning, they did have a maintenance outage on their homepage for last night but you'd imagine they'd have a holding page to explain during the work.
Probably it was meant to be back online this morning...
That's incredibly bad - a full day of business lost on both sites?
I'd be absolutely hauled over the coals if something like that happened at work. (mind you, if someone came and said "let's delete all the order history for our customers, they'd be sent packing)
I got the Order History email.
I got the download link.
I downloaded the order history.
When we were burgled last year, it was really useful to be able to access order details going back years as the insurance company wanted lots of proofs to establish the details of custom builds.
I've no idea where I'd even start with this sort of thing. We had a TV on the insurance last year when the old one got smashed, which was easy enough as it was less than 2 years old. But my road bike is 19 years old and hugely / randomly upgraded. How exactly do you put a value on a an obsolete (or is it old enough to now have a retro value) Dura Ace groupset that I probably picked up at least half of piecemeal at bike jumbles and on ebay? Or a set of custom built wheels that were self built? Plus time and faff? If my house burnt down I'd expect a builder to rebuild it, I can't imagine wheelies want to spend time scouring ebay for the specific front mech that worked with that era's shifter pull but also compact chainrings.
Photos and a spreadsheet?
As you say, I'm not convinced that duplicating a 14 year old build will be possible but I guess it's enough to get an approximation of value. If my garage was gutted through theft or fire then I suspect I'd be looking again at the "purpose" if each bike and re-evaluating the mix of my quiver 😁
Yea, I guess in my head I know it's monetary value if I had time to trawl ebay for some of the niche/nicer bits and CRC'd the rest. Equally it would be nice to just tell wheelies it was a CAAD frame with Dura Ace and see what they say 😁. Trouble is I can see it going the other way "sorry, we've found a 42cm frame that sold on ebay with similar components for £270 in 2015".
The other bikes would be fairly easy, for the MTB's I'd happily take whatever the current sale price is + whatever small upgrades, and the commuter I'd probably take anything similar built to the same spec.
TBH this is a good reminder that I really should do the photo/ spreadsheet thing myself 😁
Also, my more recent acquisitions have been subject to less customisation so are a lot simpler to document and value.
That’s incredibly bad – a full day of business lost on both sites?
And Hotlines too - their B2B site.
New logo for Wiggle.. just looks like a standard Dafont script type font to me, prefer the old one?
I seem to remember the last time CRC did a website update it didn't go so well!
Hopefully it goes better this time. I've got a small shopping list
woodlikesbikes
Hopefully it goes better this time.
I think it's fair to say it's an absolute disaster so far.
a full day of business lost on both sites?
TBF the vast majority of orders will just come in over the next couple of days instead..
And I quite like the Wiggle Squiggle 😁
Looking at the placeholder pages, am thinking they are going to diverge a bit, CRC more MTB, Wiggle more road?
I think it’s fair to say it’s an absolute disaster so far.
.. best add Bikester to the list too.
Pffft, I guess it's just one bod on their lunch swapping it all over. After all
it’s trivial to map fields between systems and do an export/import operation.
I was hoping that with brexit and going back to the good old days they would go back to a double page ad in mbuk.
The way things are going today I imagine their IT dept are of the same opinion 😂
I'd laugh... but I'm too empathetic/sympathetic to the challenges ahead of them. They'll get the sites up soon... but the pain won't end there. Busy, busy bees... good luck and hugs to them.
Looking at the placeholder pages, am thinking they are going to diverge a bit, CRC more MTB, Wiggle more road?
I was thinking this. given they basically had the same stuff listed at the same price bar some discrepanices during what appeared to be pricing updates it would make sense to target the brands more.
Looking at the placeholder pages, am thinking they are going to diverge a bit, CRC more MTB, Wiggle more road?
And what about gravel?
And what about gravel?
Oh that's a whole can of worms there.
I hope Wiggle doesn't go full roadie - I've got another 8 months left of my Wiggle+ subscription and only ever buy MTB stuff.
At the other end of the scale from CRC/Wiggle being down, one of the swimming pools my work manage is shut all day due to a code brown just after opening this morning...
I guess the shit'll hit the fan over that one
Well it's back up
Seems there's been a price increase on several items from my watchlists.
And watchlists don't appear to feature at all.
Can't see an option to filter for in stock only
Other fairly standard filters missing too (e.g. stem length)
Can't sort by biggest saving/discount anymore.
Wonder when the first flash sale will begin
Still no wiggle though.
New wiggle !! I’m not convinced 🙁