From: help@racingpost.com

Help, dear reader, is described by dictionary.com thus:

–verb (used with object)

1. to give or provide what is necessary to accomplish a task or satisfy a need; contribute strength or means to; render assistance to; cooperate effectively with; aid; assist: He planned to help me with my work. Let me help you with those packages.
2. to save; rescue; succor: Help me, I'm falling!
3. to make easier or less difficult; contribute to; facilitate: The exercise of restraint is certain to help the achievement of peace.
4. to be useful or profitable to: Her quick mind helped her career.

So it was with a curious cocktail of mirth and chagrin that I received an email last evening from the mailbox 'help@racingpost.com' - I imagine a good number of you did too.

For those that didn't, let me share with you its content:

Dear Customer

We regret that many users have experienced difficulties logging into racingpost.com as well as performance issues using the website over the past couple of days. We would like to apologise for the inconvenience this will have caused you.

Our technicians are working very hard to overcome a number of serious problems associated with extremely high levels of demand and database overloading. We hope to solve these issues shortly. Our highest priority is to stabilise the site and ensure it is performing to your satisfaction.

We are very disappointed that our new website is not functioning as expected and can assure you that everyone at Racing Post is committed to resolving the problems as soon as possible.

We are very grateful for your feedback and can assure you that we will send you a more detailed response in the near future. In the meantime, we would like to thank you for your patience.

Please do not respond to this email which is from an unmonitored mailbox.

Your first 30 days for just £1

Thank you

Now I don't know about you but, to this scribe's mind, that is something less than the help I'd expect were it to be brought to account at the court of Chambers, Collins, or Oxford English for that matter.

References to extremely high levels of demand are simply stupid: are we honestly expected to believe that - overnight, as a result of this fabulous swanky new site - thousands or millions of new users suddenly beat their way to the RP's virtual door, in a frenzied Tolkienian orcfest fashion?! Preposterous.

No, what actually happened was that the same number of people who normally go to Racing Post went there, and whatever performance testing had been done to assure that the site could cope with bandwidth, database connections and other fascinating stuff that needs done in such times (I used to manage these type of technology projects, don't you know!), had been done either shabbily or not at all.

RP might cry that they couldn't possibly replicate the volume of users in their testing. Which would be true, if it wasn't for long-established tools, such as Load Runner, designed for exactly such a task. In fact, even since the heady days of mainframe technology (yeah baby, cutting edge!), test 'harnesses' have been created to verify such things.

Put in layman's terms (and forgive my brief jargonistic self-indulgence previously), RP fckued up. No two ways about it. They skimped somewhere along the line, or their management were unable to get clear and / or honest communications from their development squad (who were, doubtless too busy trying to 'make pretty' an extremely useful text search function or other).

I'm starting to get angry at RP's complete lack of acceptance that they need to revert to what worked, and go away and do properly what has patently been done badly or not at all.

One final point on database issues, these are very serious usually, and often involve database redesign... Database redesign is a place you NEVER want to go in software development. Although I'd find it mildly amusing, I seriously hope that this is the not the gun barrel down which the IT executives are staring. If it is, they probably deserve both barrels. Metaphorically of course...

Enough!

********

Last chance saloon alert: I'm shutting the doors on Laying System tomorrow morning. I'll not be reminding you again, so if you want to try it, do it today or get up early to do it tomorrow.

November was a typical month and, though we're showing a slight loss since official curtain rise last Friday, I remain confident that we'll be back in the black in a few short days. But I'm not clairvoyant, so time, equines and little men will be the final arbiters of that.

Have yourselves a happy Friday, and I'll catch you over the weekend.

ttfn
Matt

Your first 30 days for just £1
3 replies
  1. Matt Bisogno says:

    Guys,

    Please do not leave your url in the comments box. If you do, as you will have noted, your comment will get deleted.

    Thanks,
    Matt

  2. Steve R says:

    Matt,

    The death of their database would be funny if I had managed to extricate 2 year’s worth of all weather ratings before they purposely disabled the log in and my ability to access my ratings.

    The waiving of the log in has been portrayed by RP as a concession to us when my first inkling of any long term problem was that it concerned the cash wallets.

    My guess is that if they allowed us to log in to get to our ratings they wouldn’t be able to dress it up as a chance to obtain access without a log in. Consequently those of us who rely on our ratings have to lose out. They were accessible before they realised they had a problem with the cash wallets.

    I have e-mailed several times but not yet received a reply – even an automated one. I am at a complete standstill without the ratings and have suggested that they should investigate a way of extracting them for those of us who need them to obtain an income.

    If they have been lost forever I can do nothing but subscribe to the RUK video replay in order to review and re-rate all the Kempton races and change to IE7 to access ATR’s library or pack up until I have a year’s worth of ratings.

    I am almost at the stage where I would pay a fee for their database manager to run a query to extract them into a csv file but I dont want to give them any ideas for revenue generation. They have obviously had money making ideas coming out of their ears. When/if I get my ratings they can shove their big ideas in a more appropriate place.

    Regards

    Steve R

  3. Steve R says:

    Matt,

    Just received the following from RP. Why was I so worried? Everything’s under control.

    “Racingpost.com went live on 1st December and unfortunately we encountered some major technical issues soon after this launch which particularly affected the speed of the site and log in.

    As you may be aware, we have temporarily suspended the need to log in to the site. This means you can access all areas of the site for free, including PDFs. We will be reinstating the log in process on Wednesday 10th December.

    However, this suspension has meant that you have been unable to access your personal notes and ratings stored in your profile on racingpost.com. We would like to reassure you that all these details are safe, and will be restored when log in resumes on the site.

    We can fully appreciate that this must have been very frustrating and inconvenient for you and thank you for your continued patience.”

    I don’t know what you think but it definitely sounds to me as if I was right in thinking that the suspension of the log in is being deliberately extended to allow them to trumpet free access at the expense of the minority of people with ratings.

    Looks like I’ll be firing off some more e-mails between now and Wednesday.

    This is absolute garbage and thanking me for my patience is just insulting. They couldn’t pay me to use the site now.

Comments are closed.