Why is Etsy Support ignoring interface glitch on mobile devices?

[#1]

Hi 

I’ve been trying to troubleshoot this mobile device glitch. Every time I contact etsy though they have an odd way of deflecting the situation altogether. 

they’ve told me to go through the basic troubleshooting steps being clear cookies cache etc. all of which has already been done. Then they ignore that there’s an issue with mobile and assure me on desktop it’s working fine. 

well that wouldn’t be an issue if everyone used desktop exclusively but that’s not the case. I’ve shown screen shots and screen recordings yet Etsy chooses to take now accountability and offer no insight or even reassurance that they are ever even going to forward to to their IT department to have it corrected. 

can someone please leave any feedback on what reporting this issue has resulted in for you? 

I know this is an ongoing problem for multiple users but I’m at a loss for how to deal with this. 

I’ve had zero sales this month and ideally would like to be compensated my listing fees via credit considering it isn’t operating on a functional level. 

There’s no way that Etsy can just let this continue without actually acknowledging a problem. It’s becoming sickening. 

[MyCupTeaMiniatures]

Thank you for checking. I have 192 listings. We are paying fees and listings don't appear! 

[ChillwolfArt]

@MyCupTeaMiniatures  I screwed up, I'm very sorry.

I do count 192.  Still doesn't matter though; you and others are seeing differently.  And you're right; you paid for listings to be seen.

[MyCupTeaMiniatures]

It's because you are on a desktop, on mobile devices they don't appear all, that's the problem.

[ChillwolfArt]

(Editing my post; I addressed the wrong person before):

@MyCupTeaMiniatures  Something is messed up with mobile on a browser for sure.  Many people use mobile to browse and shop.  Etsy needs to address this and fix.  

[IceMaidens]

@FallenAngelBrass  Thank you for taking the time to count how many of my listings you see. I tried to count yours, viewing on my mobile browser (Safari) but it was impossible! At first there were 14 pages, each one with 36 listings apart from the last which had less, which makes sense, as you have 498 in total. I tried to scroll back and start again because I got distracted and forgot how many were on the last page, but now the page numbers were nonsensical - i.e. 'page 24 of 12' or page 36 of 7' ... etc. I started again and now you had 11 pages, and it was skipping alternate pages when I tried to count. It was turning into a bad dream, so I gave up. On laptop, everything is as it should be, but not on my Iphone.

[MyCupTeaMiniatures]

I contacted support also and they could see the glitch in my store. They say will contact me by email, let's see. Meanwhile I've been renewing listings today, spending money and they don't appear in search.

[FallenAngelBrass]

@IceMaidens 

Thanks for the report.  I appreciate the effort!

[WhatElseIsNewVintage]

I think the only fair thing to do at this point is to petition etsy support with enough people explaining this for them to correct it. Whether or not that’s actually accomplished is another story but I feel we are entitled to free listing credits at the very least. 

this whole new app launch should have been done with the glitches that are going to come with it in mind. It would be easy to use this as promotion period to stimulate activity on the app and make sure it’s up to standards at its highest used periods. 

They make and continue to make enough money where something like this could easily be spun into a better scenario for everyone. I personally haven’t made a single sale this month and I feel it is due to this. Nobody is shopping for items using their desktop nowadays. Average small amount of sales each month but with 10 sale average I can’t afford for my sales to go down 100% lol it’s so challenging to speak to an Etsy support who even acknowledges it. They keep trying to assure me don’t worry desktop works fine. Ignoring the actual issue is mobile based and the simple troubleshooting methods they offer as help have already been tried. 

thank you for everyone who has reported it and taken the time to share how it’s affecting their shops and their ability to see others as well. 

I would have given up long ago if it wasn’t for you sharing your input and helping me throughout this struggle. 

I appreciate all of you and hope we can get this corrected soon! 

[MyCupTeaMiniatures]

I wonder how many shops are being affected for this and they didn't notice! This has been the worst sales months since years for me. I kept renewing and listing in the hope for things to pick up, but my new listings don't even appear in search! It's all so discouraging indeed.

[SmudgePlant]

@MyCupTeaMiniatures 

If the shop has more than 2 pages of items then they are being affected by it.

It's a site wide issue.

[PillowDetails]

On one of the other threads a few says ago, I was seeing empty shop / shorted sections on my laptop in a few shops.  Today I only see the missing pages on mobile desktop view, not the Buyer app.  Frustrating for all!

[SmudgePlant]

I have chatted twice, once through my Shop Manager and once through the Help Center. Neither time was followed up with an email from Etsy. There are also no new cases in the My Support Request section of the Help Center.

There is no option to create a Support Request through email where there would be some record of it. It's either a Chat With Us or Have Us Call you.

I think I'd rather bang my head against the wall than try to explain to someone on the phone what's going on.

They should already know anyway and someone from Etsy should have the decency to address it in the forum as a Technical Issue.

[GlassyFields]

I'm amazed every time I see the reminder to download the new app.

I'm sticking with my old one until it flat out won't work. And then I'll probably resort to just using my computer. I do like getting notifications on my mobile but that is not 100% reliable so I check my computer at least once a day for sales and messages. IT is not Etsy's strength.

[SmudgePlant]

One silver lining  is that even though the last page, with my cats, is not showing in my shop on the mobile device, they are showing up in search. Although I would like all of my listings to show up in my shop as well. Someone may have come to my shop from one design and might want to see if I have other designs. 

[GlitteramaCrafts]

I've been checking this tonight as I don't normally use my phone or tablet.  I stick with my laptop.  After seeing several people posting about this and another thread concerning the same thing I checked my shop using the Chrome browser on my tablet.  It's taken me a while to get my head around it, but I've realised that these reports are correct.  It shows that you have the correct amount of items in your shop by the number shown, but if you actually count each item - and this is just on mobile or tablet browser, not the app, you will probably find that not all of your listings are showing for any buyer using those ways of searching.  I have now realised that out of 920 listings, almost 300 are missing.  

Please check by using a browser on your mobile or tablet to make sure that all your listings are showing, and if not, please report it to Etsy.  I don't know how long this has been going on but I'm sure many people are like me and never check mobile or tablet via a browser.  This could be a reason why sales are down for many sellers.