Now don't be fronting on my favorite shopping cart. I've been on the Yahoo! Store platform since April of 1997, and overall, as a retailer, have been very, very satisfied with Yahoo! Store. I've tried others, but have yet to find anything better.
There are 45,000 some-odd merchants that will do over $4 billion through their carts this year. There's a reason they're the biggest online store builder.
As a former Yahoo! Store developer, author, blogger, evangelist, etc. I have other issues with Yahoo!, but not with the product itself. To be completely honest, I've seen more good things happening on the platform in the past two years than at any other time in the past. My book came out 18 months ago and because of all these new features it's 60% out of date. Gee, thanks!
My biggest complaint about Yahoo! Small Business these days has been with the lack of proactive communication from Yahoo to merchants. There used to be a monthly newsletter. Been six months since I got one of those. About once a year there's a webinar for top merchants. There's a great blog, but most merchants don't even know about it. I get most of my info about Yahoo from anyone BUT Yahoo...
To give credit, my account rep replied to several emails on what was arguably the busiest day of his career, and gave me honest answers. I probably have more access to info than the average merchant because of all our stores, client stores, being a former member of the store developers network, and knowing which questions to ask.
I do think Yahoo dropped the ball here on what was a textbook marketing/PR opportunity for merchant communication in a time of crisis.
For example, there's a 37-page thread on the Ystoretools Forum with over 17,000 page views. Holy cow! I've never seen a thread that long on YST! Where's Yahoo?
I know all the product people had their hands full, but IMHO someone who was NOT an engineer should have stepped up and posted info about what was going on, even if it was to say something like "we don't know what's going on, but every available resource" was working on it. Because they were!
Also, they have our email addresses. I'm sure we'll get an email from the PR/Marketing folks in a few days trying to put a good spin on things, but an apology and a token service credit would go a long way in placating thousands of merchants.
I guess you don't want want to send an email to 45,000 merchants about an outage that affects "some merchants" (25,000-30,000?) because all that will do is increase the folks who know about the problem.
What looks bad is when the average retailer gets more information about Yahoo! and what's going on with platform-wide outages from the New York Times, CNBC, and other national media than from Yahoo itself. When that happens, it looks like some folks at Yahoo are more interested in covering their ass than in keeping merchants in the loop.
Look, I'm as frustrated as the next merchant, but I still love my Yahoo! Store.