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Do You Wish More Sites Would Apologize When Crashing?

Most of you (58 percent in total) said you would just move on and forgive and forget when the website that you're visiting needs some downtime or crashes. But if it's a paid online or service, a majority of you would consider abandoning that service if it kept having issues.

I received the following email message from an online retailer that I frequently visit, and although I didn't take part in the heavy-traffic sale, I sympathize for those who were unable to take part because of the site outage. I thought this apology was a nice gesture on their part — although I can't speak for the hundreds of unhappy shoppers. What do you think? Is an apology necessary? Does it make the situation better?

Join The Conversation
RoaringSilence RoaringSilence 7 years
Ehhh.. a website being down is not such a great inconvenience to me that I see the need for them to apologize. If the issue persists though, I wouldn't want an apology either; I'd want them to fix it!
finzup finzup 7 years
I was one of those desperately trying to get into the RM pop up sale... it was frustrating. I don't think an apology cuts it these days. This stuff should've been tested prior to the sale. There are load testing tools for websites they could've used.
sourcherries sourcherries 7 years
Yes, it's nice to commiserate with your customers. It humanizes you and also lets your customers know that you are trying to address their needs.
heatherhas heatherhas 7 years
Yes. I think its nice to let your users know why the site was down. Puts the company on a more personal level too.
Honeylicious Honeylicious 7 years
Oh yes, this is from Rebecca Minkoff. was very excited about the flash sale and it seemed very heartfelt and sincere that she sent out an apology. also that she promised to make it up to her clients. I don't think it's necessary but it's nice that the company acknowledges the crash goes a step further to make the customer happy.
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