Has Google demoted FeedBurner?

Has Google demoted FeedBurner?

Summary: FeedBurner blog site statistics have been down for over two days with no word from Google despite numerous complaints from users. Does Google's lack of response suggest something we don't know?

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Update 6/30/08 6:00pm: FeedBurner is working correctly.

FeedBurner blog site statistics have been down for over two days with no word from Google despite numerous complaints from users. Does Google's lack of response suggest something we don't know?

One unhappy user sent me the following screen capture, showing zero visitors on a well-trafficked blog:

Google FeedBurner stats down

FeedBurner's user forum reports numerous instances of this problem:

FeedBurner user forum

Google has ignored all of these complaints. The last entry on their known issues list is June 28:

28-JUN 2008 From the it's-not-you-it's-us dept.: If you use our Site Stats for website traffic statistics, you may notice unusually low numbers for 28-Jun so far. We are restoring tracking services that have temporarily been suspended and expect to be reporting more recent site stats again shortly. Apologies for the temporary inconvenience!

In my view, Google's cavalier attitude toward FeedBurner suggests that perhaps the service has been demoted to second-tier status despite the fact some FeedBurner services remain working. If so, that's bad news for users. Google, any comment on this?

Topics: Google, Browser, Software Development

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3 comments
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  • It's not Feedburner...

    ...it's Google as a whole. Have you noticed? Customer service doesn't exist. Not for Gmail, not for Calendar, not for Analytics, and not for Feedburner.

    I have had a very serious bug in Calendar (a deleted event not clearing from my iCal subscription, despite proving it was not a cache issue) for months and submitted a help request twice, not receiving any help either time.

    Similarly, I never recive replies to other help requests or suggestions (such as things not working in Opera, my favorite browser and the most innovative).
    alanhogan
  • An insider complains that Google is not "enterprise-aware"

    Sergey Solyanik agrees, and has left Google to go back to Microsoft. From his view, Google was more about coolness than about service reliability.
    http://1-800-magic.blogspot.com/2008/06/back-to-microsoft.html
    gmaxwell_447
  • RE: Google, FeedBurner and Cust Service

    For a Small To Medium size Business (SMB) the challenge with Google's applications, including Feedburner is that they are virtually (pun intended) unsupported! Sure, you can join and participate in a peer support forum, but that's not the type of support needed for a business that depends on a particular software application to get work done.

    We've stopped recommending Google tools, including Feedburner to clients, because we can't guarantee either up-time or the ability to get the help we ourselves need to troubleshoot problems. We're not even asking for this to be "free" support. We expect to pay for support as a cost of doing business, just as our clients expect to be charged for support by us.

    No one can deny the creativity of Google's programmers, like former Google employee Sergey Solyanik. If Google REALLY wants to be considered as a vendor of "mission critical" (must run) business applications, they had better address the quality of their applications and the level of support they provide to both end users and VAR/consultant communities.

    "Service is the only thing left to sell, everything else is a commodity!" JCW 2006
    John Westra