Ooops. We Goofed.

libsyn stats bug

Hello citizens of the libsyn world! Seems we messed up…

In a few ways actually.

At the end of last year we came across a bug within our system that had been indadvertedly giving Advanced Stats access to everyone, yes, even you lucky people that had signed up for packages that only included a Basic Stats Package or no stats at all!

When this came to our attention we:

1.   Quickly found the fix for the bug

2.   Came up with a communication and transition plan for those folks that had been getting Advanced Stats instead of the Basic Stats.

3.   Implemented our game plan: Sent an email to those who’s packages included Basic Stats and gave them options to upgrade and plenty of time to prepare before Jan 7th.

We rolled out the bug fix yesterday giving everyone a few extra days. That means that those producers that had plans that had Basic Stats now had Basic Stats. The ability to see those Advanced Stats was gone.

We know that those with the Basic Stats level (which are our classic 50 and 250 plans) who had been getting the Advanced Stats would be pretty bummed.

There would be no getting over that.

We thought we had given enough time to address everyones concerns.

We thought we had covered all the basis.

What we didn’t prepare properly for was for producers that never got our initial email that was sent before Christmas last year alerting them of this issue. We’ve been seeing some messages on twitter about not getting the email and we want to say we are sorry.

We did our best to reach out to all those affected and are also putting up this post to address the issue.

We’ve implemented a new Dashboard Widget within your account so that next time we have to make an important announcement, you’ll get an email as well as an announcement in the dashboard.

If you have any other questions or concerns please feel free to email support(at)libsyn(dot)com.

We have not changed our plans or removed any features that you paid for

Please note you are not having any features removed that you have paid for – this change is just getting your account back to the features you did pay for.

We have not made any changes to our plans or packages for years since 2010 and nothing changed for legacy customers since 2009 and when you read the description of each of the plans and the features you’ll see that Advanced Stats (geographical and user agent data) are only offered to the $20/month and larger accounts.

If you were one of those producers that never got the email and want a copy of your stats, want to know more about the difference between Basic and Advanced stats or have any other comments or concerns our support team is ready to hear from you!

Please feel free to email support(at)libsyn(dot)com.

We are very sorry for those that were surprised by the sudden change and did not receive the initial email. We in no way are taking this lightly and are diligently working so that this doesn’t happen again. 

We value each and every one of you and hope to continue to serve you, your podcast and your community in the best way possible in the future.

-Team Libsyn

Image credit via CC no name give by butupa

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