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YOU'RE RIGHT and I was wondering the SAME THING. I signed up for Team Jordan I think literally the first day that it was announced and you could sign-up. Back then, you didn't need a username or password. You just gave them your home snail mail address and your e-mail address and you were good to go. Thus, I didn't have a username because I wasn't actually a registered member of Jumpman23.com.
And again, that's something that wasn't thought through. It does strike me as more of a glitch, but there's just NOTHING there to help you in that situation and I know that kids who don't frequent NT are gonna get stuck at that step, and then they have to put all the pressure on the customer support staff. Are THEY gonna know how to handle it? If these past couple days have been any indiciation, they're not gonna be aware of it - let alone versed in how to walk people through it. I'm glad we can perform that service here, but we're a small portion of the total.
It's difficult because when you've been redirected, clicking the sign-up link is anything but intuitive. If you've been getting team jordan mailings in the past, and you've signed in WITHOUT getting an invalid account error - the last thing on your mind is signing up AGAIN. I certainly THOUGHT i was a member of Team Jordan. I signed up when the list was first created. I've been receiving physical mailings for the longest time, I still have my Ray Allen trunner card circa 1999.
My feeling though, is that I can't really blame somebody for not anticipating THAT problem in advance - but I can blame somebody for not taking the initiative to really uncover all of these possible hindrances to a smooth launch.
If you think about it, how many of us would've participated in a 'dry run' for Jordan brand? As long as a FEW of us would have, we would've uncovered this problem long before launch and who knows how many others.
Really, even if they don't want to use NikeTalk as a conduit for this - which I understand - at least test it with SOMEBODY. Test it with a variety of accounts under a variety of conditions. Use what's been learned from past online launches. Goodness, you KNOW kids are gonna refresh.
The auto-refresh page was a good solution - why was it up on day 3 instead of day 1?
I just hope there WILL be a next time so that this knowledge can actually be applied and they can start to create the relationship between the fans and the company that they're after.
I'm willing to take more than my share of the blame for not reigning people in with regards to practices, like refreshing and using those bootleg session ID links, that resulted in downed servers.
I just feel like our hands were really tied on this because we were basically left to our own devices, and it's hard for people to be patient when they perceive that these shoes are LIMITED and kids ARE successfully ordering them even WITH technical difficulties. That's just gonna lead to people trying to climb over the walls and break down the doors to get up to the counter and come away with theirs. At that point, if I don't have any information - I can't advise people on how to proceed because I don't even know how I'm gonna get MY three packages.
How did we find out about the problem? We had somebody call up a Jordan employee personally. I mean really, who has that ability? It's great that we were able to get the information out to NT members, but that should NOT be necessary.
All of that should have been communicated via the channels available to ALL Jordan customers - through email and through the webpage. As Pain said, you can send a mass email pretty quickly, and if I had to venture a guess from my own limited web experience, I'd tend to think you could update a web page even faster.
I know that Jordan brand listens, and I know that they respond - but at this point I get the feeling that the communication, at least in this instance, has to pass through FAR too many filters to become effecitve - especially when we have so many direct channels of communication available.
