Category: Geek Stuff

After spending a few days fiddling with Volusion’s cumbersome interface, I took Skip’s advice and exported the “products” csv file into Microsoft Excel on my Mac. Mass editing 700+ products with a dozen of fields for each product using Excel is way faster than Volusion’s cluttered interface.

I wanted to be sure that once I edited the products, I could upload the csv back to Volusion’s server properly (with special charaters, return characters, double quotes and other unknowns, I just had to be sure). So I started testing with just one product (having deleted all the other products in the spreadsheet). But I kept on getting the same error (the kind of error message that doesn’t explain anything):

An error has occurred.
Please try your request again, or contact customer service for
assistance. Thank you.
Advanced Error Details:

Microsoft VBScript runtime error ‘800a0005’

Invalid procedure call or argument: ‘Left’

D:\DOMAINS\32670\WWWROOT\ADMIN\../../../ecommerce/
_v_3_1/admin/incfiles/db_import.asp, line 1515

I kept trying by editing the csv file with variations of changes in the fields. But it kept on failing! So I emailed the Volusion tech support (they do have a very responsive email support team!). After three emails of standard answers (try this; try that; go watch the import/export tutorial… etc.) with absolutely no trouble-shooting questions (browser type, version, Excel version, how was the file saved, operating system type… etc), I decided they were not gong to be much help since all they were doing was spoon feeding me scripts from a “support manual” they must have internally.

I started to look for answers. It turns out that Volusion does have a not-so-obvious fact about csv files — Macs not welcomed. Here’s the fine print from their manual:

2) [The CSV] File must be generated on a PC, Macintosh is not supported. The reason is that Macintosh uses a different set of characters for line breaks than a PC.

OUCH! (And notice the bad grammar… run-on sentence.)

It turns out the Mac uses a different return character that their script doesn’t recognize. They should put that fine print up front at the actual import/export pages. Or maybe their tech support should have known to ask what OS I was using! Argh!

But no worries, Microsoft Excel for the Mac has a “save as” feature that allows the user to save csv files for Windows (hence creating the right return characters). Why can’t Volusion include this information on their site rather than saying “Macs not welcome. Period.”? That shows their tech support team is either ignorant or just plain lazy to find the right solutions for clients (or both).

Once that’s done, everything works pretty flawlessly.

From this, I think Volusion has a few more things they need to improve upon:

• This kind of OS-specific failure is pretty obvious. A warning should be posted for Mac users on the import/export pages.
• Tech supports should be more proactive in asking questions to pinpoint problems rather than to assume what the client must be using. If the first tech support had asked me what OS I was using, even if he was just a manual-reading robot, he’d have given me the answer in that first reply.
• They need to provide more meaningful feedbacks on error messages. Many systems do. Why can’t they?
• Make their online manuals more useful. It’s been less than useful a lot of times when I tried to find something.
• Don’t be lazy. Find solutions for your clients, even if they are just Mac users.

UPDATE 12/20/2007: After a friendly email exchange with Volusion’s marketing specialist, Michelle Greer, it appears that Volusion has updated their documentation to include the fix I’ve provided here. All in all, I believe Volusion has been very proactive in listening to customer feedbacks and resolving their shortcomings in the years I’ve used them. Kudos to the Volusion team.

I was going to write the first entry of 2006 with something “meaningful”, but I just had to get this thing down before the adrenaline subsides.

I got a label printer at Fry’s to organize all the personal and business files so that I could start 2006 on the right note. Later I went to Staples to get cartridges to refill the label printer, I found out that Staples had the exact same label printer for $10.05 less! So much for Fry’s Low Price Guarantee! I had no luck Googling Fry’s price matching policy. Instead, I found some ramblings about Fry’s. Good thing Fry’s “honored” their claim and refunded the difference.

But I want to make sure the geek community knows what Fry’s Electronics’ “low price guarantee” really meant, so I got a copy… and here it goes…

HERE’S OUR COMPLETE LOW PRICE GUARANTEE!

“We Will Match Any Competitive Price”

Before making a purchase from Fry’s, if you see a lower, in-stock, in-store price at a local competitor, Fry’s will be happy to match the competition’s price.

30-Day Low Price Guarantee”

If within 30 days of purchasing an item from Fry’s you see a lower in-stock price at a local competitor with a low price guarantee, Fry’s will cheerfully refund 110% of the amount of the competitor’s low price guarantee. Or if within 30 days of purchase, a local Fry’s, or a local competitor without a low price guarantee has a lower price, Fry’s will refund 100% of the difference.

NOTE: Low price guarantee for notbook computers, microprocessors, network-attached storage, memory, CD & DVD recorders, camcorders, digital cameras, and air conditioners is within 15 days from purchase date. To apply for Fry’s low price guarantee, simply bring in your original cash register receipt and verifiable proof of a current low price.
All comparisons are based on in-store cash register prices at the time of request. Offer good on all fresh-boxed products of the same exact model in stock at a local competitor. We reserve the right to limit this offer to one of each model. Offer does not apply to wireless phones, and papers that require a service agreement. Offer does not apply when price includes rebates, bonus or free offers or one-of-a-kind or limited-quantity offers. NOTE: Does not apply to expired ads. Fry’s ads are valid for only stores listed on that ad.

SATISFACTION GUARANTEED!

“30-Day Complete Satisfaction Guarantee”

If for any reason you are not completely satisfied with your purchase from Fry’s Electronics, simply return it in brand-new condition with the original packaging, along with your original purchase receipt within 30 days, and we will gladly give you a full refund.

NOTE: Notebook computers, micro-processors, network-attached storage, memory, CD & DVD recorders, camcorders, digital cameras, air conditioners, and wireless phones may only be returned within 15 days from the date of purchase. Note: Open software is only exchangeable for the exact same item if defective. See store’s return policy for full details.

It seems like every time I stop by at Fry’s, the return/customer service line is at least 10 minutes’ wait. Today it took me, from start to finish, 22 minutes to get my price match done. And the store is so big that there are so many inefficiencies everywhere (like the return line blocks the entrance, which also blocks the traffic to the customer service area). I simply don’t see this kind of things at Best Buy (though they also have their fair share of issues, I am sure). Sometimes I wonder if bigger is really better at places like Fry’s. And clearly, they often don’t have the lowest prices even on a local level. Staples, on the other hand, makes me feel cozier than Fry’s (though their electronics selection is far from being able to compete with Fry’s).

I try to like Fry’s. And I hope my shopping experience with them improves. After all, there are only so many places a geek can actually enjoy hanging out at.