Well I emailed them direct and got a very nice reply that explained the situation in more detail and also offered an apology. It was nice of them to take the time to do that.
Eskymo - that's great, but I'm sure they'd rather we didn't all email them at once. So, pray tell -- what was up with their server? 
We ALL should have automatically received some sort of acknowledgement and explanation for the service problems and notification of steps they're taking to remedy the problems (preferably permanently). Instead, all we have are isolated reports from individuals on this forum who either are already acquainted with the e-junkie people or ferreted out contact info.
E-Junkie can only expect to provide zero customer service if one or both of the following is true:
(1) There are no problems with the service
(2) They have no customers
Soon, number 2 may become the reality. At least one colleague of mine is beavering away at setting up PotionStore because he launched his new product just in time for e-junkie to fail him and screw up his launch. Gruesome.
It's not like we're asking e-junkie to help us set up our shopping carts: we're paying them money to deliver their promised service and their lack of foresight is now costing us both money and reputation in lost sales.
If they keep going like this, there will be a case for fraud.
Sorry, I don't get it?
This thread (and others similar) have been going for days now yet nobody from eJunkie cares to comment or appologise.
As a potential customer, this gives me grave cause for concern. Here I am testing the service when I stumble upon this thread, I just don't get it.
I have been testing the service over the last couple of weeks, it's one of the best checkouts I've tried. I love the way the shopping cart appears to be part of my site. I also like the different checkout options ie PayPal, Google Checkout etc but as I reside in the UK have been waiting for the UPS integrated shipping calcualtion when I found this thread.
It's a huge cause for concern. I was actually about to start my subscription. Although I was going to start with the smallest package and upgrade as my product range expands.
What I cannot understand is why this is not being taken seriously when we are dealing with peoples money here, money from e-junkie subscribers and thier paying customers.
I am not about to subscribe to a service which will be the centre of my online ordering system if it is known to be unreliable especially if ejunkie does nothing to reassure it's exising customers.
If this was caused by a power outage, have you guys not thought of a Uninteruptable Power Supply? Whats going on???
Welcome to our world 'CycleJunkie'. I've spent the weekend looking at alternatives to e-junkie, positioning myself to move away - before the next costly outage.
The sytem works nearly all the time, and it's a great service. But it's their nearly absolute lack of communication that is baffling the customers here. We all understand outages and glitches, but it's as if they don't care that these are costing us serious dollars.
Good luck.
My guess is they are in bankruptcy and we will see the service die off or be bought shortly. That is the only logical reason to not communicate with the customers over the last week with service outages.
Where is Robin, the owner, right now?
Just emailed Robin, who told me the recent outages were down to a 'power and network related issue,' and that they're moving to a new service facility soon.
Why that's a meaningless answer which could cover any of a million issues.
I can't wait to see what we experience when they 'move'.
Guys, I am sorry about the downtime and the communication breakdown. We are NOT going out of business. We are in fact expanding and that's why this was a really bad time for this crisis.
We are not a corporate. We are a small business just like most of you and when there is a crisis like this, ALL of our energy is focussed on reducing the downtime and currently we are working very hard to ensure that things like these don't occur in future.
Also, Robin is the founder of E-junkie and the lead developer, but not the owner.
Not to beat a dead horse - but the question is do I need to find a new shopping cart? - this weekends outage has lost me a minimum of $4k in sales - so do I hang on (I do like the look and feel of the cart) or do I go back to my clunky but 100% reliable cart.
With respect to the power outage excuse - I can accept that for an isolated incident, however this has been ongoing for many days. Please tell us the real reason for the lack of service so we can make a decision on sticking with e-junkie based on facts and not just the emotions driven by our sales and profit losses. At a minimum, I would expect the junkie home page to offer an apology to all of its customers and a truthful fact based explanation of its problems
PS - who does own this company?
Is this going to be fixed or what? If someone fines something stable elsewhere please let me know.. the amt of time coding the shopping cart to ejunkie then it not working right would really suck
email me if you find someting else purebreadishere@gmail.com thanks
Everything is fixed and has been working fine. The power issue had caused an unclean shutdown and which had caused the slave server to stop slaving and that put additional load on the master which crunched under the load but we could not figure out the issue and that's why the issue occurred again. Trust me, we are as interested in keeping the service up as anybody merchant using us.
E-junkie.com is owned by 19.5 Degrees. A company based in New Delhi, India.
It would be helpfull and also reassuring to know what has been fixed? What will ensure it won't happen again?
Also, can you tell me what the following forum is used for:
<quote>
"E-junkie Service Status and Updates"
Updates about scheduled maintenance, issues and new features.
</quote>
The last post is over 3 months old, did this issue not qualify for a new posting.
I am still looking at other places... i need a definite its not going to shut down again
has it recently for anyone?
We really like e-junkie so far. We've had our cart here for just over a month and it's made life much easier. Prior to using e-junkie we had our own cart for two years and had to deliver software manually. During that time we saw google checkout occasionally malfunction, as well as a few (rare) problems with paypal -- plus problems with our own hosting company. We would love to have a service that's guaranteed to work 100% of the time, but that seems like an impossiblity. For the value we're getting for the price we're paying, and the 99% that everything actually is working perfectly, we're thrilled with e-junkie!
Well those numbers are not correct. e-junkie just had serveral hours of outage during sereral days last week. The full story is not being provided to use I beleive becuase it just doesnt make sense given what we saw.
Also, how it was handled and what went down was not good planning to say the lease.
As for aswsome uptime hosting look the the lost on web hosting. Great service and excellent stats.
9 days later
When I have emailed them, I don't get an acknowledgement that they got my email. Is that normal? I ask cause it's been a few days, I even resent the email and no answers.
And no answers to my posts, here.
I'D LOVE TO KNOW EXACTLY HOW LONG WE WERE DOWN TODAY.
OF COURSE, THIS HAPPENED RIGHT AFTER I RAN ANOTHER EXPENSIVE PROMOTION. MY HUNCH IS THAT WE WERE DOWN FOR AT LEAST 3 MAYBE 4 HOURS.
ROBIN, HOW LONG SHOULD WE TOLLERATE THIS?
We had just a few minutes of downtime due to a server glitch. Weirdly, the server wasn't actually "down" completely (so we didn't get the usual instant alert by cell pager); it just started serving up blank pages, so we had to figure out why and correct that. Simply restarting the server would have taken much longer, and may not have solved the actual problem if it was software or config-related.
We noticed it immediately, because all of our in-house support-tracking/knowledgebase kit resides on the same server. We're all in this boat together; when your stuff is down, our stuff is down, so we couldn't get any work done other than getting everything back to normal ASAP. Now that we've expanded the support team to take the brunt of the support workload, Robin and his Dev team can focus their time and efforts on preventing problems like this and making E-junkie even better.
P.S. Since the subject came up:
Although E-junkie's business assets are owned by 19.5 Degrees in India (i.e., they are our sole capital investor), E-junkie itself is fully staffed and operated right here in the US of A. That's right, I am an American citizen providing support in America for an American-operated but Indian-owned company! Quite the interesting world this has become, no? :^)