Urchin Broken! Customers please read..

[admin]

Hello all,

Well urchin decided it wanted us to reactive our lic. with them. Problem is now that google has bought out urchin none of the backend links work, nothing on their site is helpful, they don't answer emails, the have no live support any longer, we have submited tickets for 2 days with no answers..

There support has really dropped off, we are going to try and get them to respond to us and tell us how to fix this issue. But I am starting to fell urchin is not cutting it anymore. With there lack of support and no updates to come that we have seen or heard from them.

So I thought why not let the customer pick what they think would be best for them. Above is a poll with a few choses we can make. Please place your vote there and post your thoughts. I would like your feed back on it.

[Silverbug]

Well i dont actually use urchin (or any of my clients) so it doent really affect me.

[admin]

2000 + customers are using it or I should say trying to use it.

[dpyers]

I use it for a couple of sites. It's pretty, but very slow. Doesn't tell me anything I can't learn elsewhere. Trash it.

Hope you decide soon - got an annual Urchin renewal fee coming up in a couple of weeks

[admin]

If we trash it over all we would have to refund for unused time.

I did get ahold of someone at google, of course in the billing dept. they sent me to someones voice mail. Grrr.. So I called back no answer got a recording, called back 10min later they changed the message to we are closed for the new year. 2 x Grrrrr...

I really hate google for buying urchin and killing it..

[DustinStream]

Well, I suppose I'm one of the few that dreads the thought of not having Urchin (at least for the near term). I have a majority of my larger clients using it, as many of my web hosting clients are partner referrals from a web strategy and search engine optimization company who turned to my(your) hosting service because of the inexpensive Urchin support.

Here's my biggest worries.... the log files are deleted on Vortech servers after 7-10 days, right? But the Urchin system has all of that legacy info kept in its records (which my partner and my clients are using to do campaign comparisons, etc)... will we lose all of that info without a new license?

I guess the simple answer is that I'm not a huge fan of Urchin, I think there are better solutions out there, but the hailstorm I will come under if this service is lost for good (with no warning, transition time or chance to export data) will be HUGE.

Just my two cents...

Dustin

[mdc]

Keep Urchin. Yes google took it over; but Google is the Microsoft of the Internet -- and I think they will get Urchin up to speed soon (after all they clearly have the money to do so). I noticed I have one year of legacy Urchin info. missing. This is not good. I would keep it on for now, but not charge customers if they are not getting anything.

Brad, How does Google support compare to Microsoft support when you have similar problems like this with Microsoft programs?

[joshnolan22]

has anybody used the Google Analytics (Urchin). It is pretty amazing stuff, I have it running for a few of my websites and the reports it can generate are top notch.

[mdc]

I tried to sign up for it but it was closed for new signups. :<

[DigitalSkyline]

same here... this was a couple days after they released it too. Bit off more then they could chew I think.

[admin]

At least someone answers at Microsoft.. So I would have to say Microsoft as much as I would hate to is 100 x better for support than google/urchin.

[parapet]

I would say keep it for the moment, and wait to see what happens. Too many people don't work around the holidays, and today was a national holiday. Some people are actually lucky enough to GET a holiday.

I don't envy you, Brad... seems that no sooner do you get one headache cleared up then another one comes to take its place, and most of them are not even yours, but come via other vendors. Makes it tough to stay in business these days. <sigh>

[parapet]

By the way, whoever put that poll up... the second option is really irritating me: "there" should be "they're"... sorry for being picky but it's bugging me every time I see it.

[doublez]

When Urchin works it's great. However... according to my reports it was down more than it was up in 2005. There are several months of missing data.

I keep hearing about AWstats - How do I get it? I don't see it in my CP.

[suki]

Originally Posted by doublez

When Urchin works it's great. However... according to my reports it was down more than it was up in 2005. There are several months of missing data.

I keep hearing about AWstats - How do I get it? I don't see it in my CP.

log into your service domain and then edit your plans and put a checkmark next to it.