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Hello,

I wanted to raise this issue with you guys because it's been happening for as long as I have been working here. I have been having problems with accepting many jobs because of an error message that keeps appearing when I try to click the "Start translation" button. It's a "Something went wrong" message and it keeps appearing until the "Collection unavailable" message appears. I tried to communicate with Support about this particular issue and they informed me that the job is simply unavailable anymore because it's assigned to another translator, so I made my peace with that.

It kept happening with most of the jobs, not all of them, so I thought there must be something wrong because it doesn't happen with every job. Until I noticed a pattern one day that whenever this error message appears, it happens because a particular translator was working on it. How do I know that? Some of these jobs were available for editing, and others just exceeded the allotted time, and "All of them" and I mean "All of them" were picked up by that particular translator. That can't be a coincidence!

So, I communicated my concerns with Support, and they kept asking for proof of my claim and had me provide many jobs' links and IDs. Fair enough! I did that, and they told me they would report to the "Relevant team". Then, nothing happened! I mean, I appreciate Support's efforts and I know that's all they can do, but this abuse is not fair, and taking jobs from many translators. Is Gengo just ignoring stealing jobs, or is it lowkey saying that it's "None of our concern as long as the job is done!" I hope this gets fixed soon because it's also affecting how the platform is functioning.

15 comments

  • 7
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    mdj_cm

    I would say that most companies don't care as long as the job is done. Does the issue you raise cost them in the first place? no. Would resolving the issue cost them? yes. As simple as that, I'm afraid.

    Even worse: look at their score and the concerns raised on Trustpilot (https://www.trustpilot.com/review/gengo.com). That probably costs them a significant market share, yet they don't seem to care (no replies to the reviews and no improvement whatsoever it would seem).

    Edited by mdj_cm
  • 1
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    Rica Tero

    Hi @Esraa, thank you for sharing concern here. 😊

    We are continuously monitoring this translator, but based on its previous activities, there have been no fraudulent activities.

    The engineering team is developing a new feature to help address this issue, but I don't have more detailed information at the moment. I am grateful that you've reported this issue!

    @mdj - thanks for sharing your insight about this as I'm not familiar yet with Trustpilot. I will share this with the team.

    Edited by Rica Tero
  • 1
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    mdj_cm

    @Rica, the same team which never tried searching for "Gengo reviews" on Google, or which did, but never replied to any of the comments published by customers on Trustpilot ?

    Sure, why not ;-)

    Edited by mdj_cm
  • 7
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    Gabriel

    Gengo doesn't care. They will tell you they are "looking into it" but won’t do anything. They have been “looking into it” for ages now. I just talked about this on another thread, but it is old and buried on the third page of this forum, so I'll make a quick recap here.

     

    I nabbed a 20$ job today, while not that big, it had a lot of segments, and Gengo's workbench is ill-equipped to deal with very long jobs. Saying it was unmanageable would be an understatement. Just getting the job to load in order to accept it was an odyssey, and it seems I wasn't the first one, since there were a bunch of comments from previous translators who had no choice but to decline the job since the workbench couldn't deal with the job in a fluid, reasonable way. Best part of it? I think the same client has been giving out similar jobs to these all day long (or the same Jobs got keeping rejected and released again), I was receiving notifications throughout the day, but most of the time it was impossible to get the jobs to even load, the only other one I managed to load was also plagued with comments from translators who had to reject it (so I didn’t bother accepting it).

     

    The client is not at fault here, but you can try to put yourself in their shoes. Your translation gets rejected again and again, full of angry comments from translators, and no solution is provided. I'd forget about Gengo and look elsewhere. The thing is, I reported this issue with long jobs more than a year ago (that old thread I talked about, created in March 2022). As with every other issue here, nothing has been done.

     

    Now, about the Trustpilot review's @mdj_cm linked. Wow. I wouldn't expect less from people who use bots or whatever method to steal jobs (a problem Gengo has admitted may be the case long ago), but a lot of these bad reviews mention receiving subpar, unedited Google Translate material. This is the kind of jobs Gengo delivers now, while honest translators don't get anything anymore, since getting jobs is almost impossible nowadays, and has been that way since quite long ago now (and weekly overviews show that the volume of work hasn’t even decreased significantly, it is just going to dishonest translators). I don't mind sharing numbers, I used to make, give or take, around 1k per month here on average. Nowadays, I'm lucky if I can request 300-400$ payouts... every 2 or 3 months. And about me, not to brag or anything, but I'm listed 3rd on my language pair (if the list is sorted by a score-volume of work ratio as I think), but work doesn't go to people like you and me anymore, it goes to dishonest people who don’t care. But Gengo doesn’t seem to care either, so… 🤷🏻‍♂️

     

    If things keep going this way, the end of Gengo is near. Plain and simple as that.

  • 4
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    mdj_cm

    @Gabriel I declined one of the jobs you mention, today, after spending more than 20 minutes loading thousands of unnecessary segments (seg. 1: "[", seg. 2: "{", and so on), and the comment section where I tried to communicate with the customer regarding their instructions (instructions that would produce results that may be contrary to our own guidelines). Had to reload the page a few times due to unknown reasons, and never managed to write my 2nd question, as the comment section wouldn't load anymore, be it on Chrome or FF. Then I spent another few minutes describing the issue to the customer upon cancelling the job, also suggesting that their jobs may be best submitted in Excel format (where I could at least easily replace the thousands of "" with «», per French guidelines). At least, for once, the customer, or whoever was in charge, was replying to my question and doing so fairly promptly. Then I saw more jobs of the same, and 12 hours later these are still there for anyone else to waste their time on...

    Worse than that, one month ago, I completed a job that would automatically be returned to me for revision by the customer's own bot, which stated that some tags were missing. Nothing of the sort was true. I checked the whole mess of a job meticulously about 4 times and asked support to let the customer know about the issue, as they wouldn't reply to me, and to take action. And you know what? Support said Management was looking into it, and they asked me to resubmit until the issue was resolved. I had to resubmit my job every day for more than a week, with the fear, every day, of missing the 24h deadline and losing my work, and this could have seemingly gone on forever until I got very angry and asked to be paid no matter what, which Gengo did. In the meantime, more of the same jobs were flooding the available job section for other translators to waste their time on.

    Sure, my comments are not related to translators stealing jobs, because I have no proof of it, and because to me, the real culprit is the unethical system that allows and fosters it (such as the "first come, first served" basis of job allocation, which has no place to be in a sound and fair employment environment when looking at the size/duration of said jobs and the frequency at which you ought to try to come first).

    Edited by mdj_cm
  • 2
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    Gabriel

    Worse than that, one month ago, I completed a job that would automatically be returned to me for revision by the customer's own bot, which stated that some tags were missing. Nothing of the sort was true.

    Oh, I remember that! Happened to me too, I accepted the job, then saw comments from previous translators, and immediately noped out of it.

  • 4
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    silv12

    Dear fellow translators and Rica,

    I have also seen the "Something went wrong" message before "Collection unavailable" for years in the workbench. It only happens sometimes, but I think it is an error message that appears when the job is already taken by another translator but you click on "Start translation." 

    @Rica As for the new feature you mention, can you please tell us what the plans are, if it will be a feature for the workbench and what its purpose will be?

  • 1
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    maria.dabrowska

    Hello all,

    I am asking you not to blame only Rica for the lack of progress in your requests. Thank you for drawing our attention to this problem. I personally, after returning from vacation, addressed your complaints directly to the technical department managing the area you are asking about. I will contact you when I am able to provide more details as to what is the plan to solve this problem. Thank you, Maria 

     

  • 13
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    maria.dabrowska

    Hello all,

    today in my comment I would like to return to the error topic. I received a reconfirmation from the technical team, that receiving ERROR messages it is related to the timing of job availability. So I agree that these messages can appear, while trying to get a job. We have a system in place where the translator has cache for a certain duration. If two translators try to pick up the same job at the same time, the job is assigned on a first-come, first-served basis. The first translator who clicks on the job successfully takes it, while the second translator may receive an error message, even if the job is still shown for a few seconds during the caching duration. Another important point is that each translator can only pick up one job at a time. They cannot simultaneously take multiple jobs until they have completed the prior job. This ensures that one translator cannot handle multiple jobs simultaneously. Unfortunately, in this regard, I know that we will not be able to change the operation of the system.

    However, on the subject of suspicion of partners, which acts against the Gengo law. As for the action plan in the near future, we are working on introducing a solution to eliminate such suspicious situations.

    We have prepared a captcha solution to address this issue until the real time solution will be implemented at the end of the year. More information will be provided over the next two weeks.

    Best regards,

    Maria

  • 0
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    Leon

    Yes, I've been getting these same errors since... long ago. I still suspect some translators are having a shady behaviour, considering I either get these messages or the job is already taken in seconds (again, especially for file jobs, that are taken in fractions of seconds).

  • 1
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    Val

    Back when the platform actually worked and I could still get jobs (like Gabriel, I went from around 1k a month to almost zero or a few hundreds every 3 months, only jobs for which I'm a preferred translator in my least busy LP or jobs rejected multiple times), I would get this error message sometimes only to find the collection on the Dashboard as "Incomplete". I thought it was just a strange glitch related to multiple requests being made at the same time.

  • 5
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    maria.dabrowska

    Hello all,   

    I want to let everyone know that in my last comment I mentioned that I will share more details with you in 2 weeks. I mean information about a new solution that is supposed to eliminate "shady behavior", as one of our partners called it.

    Unfortunately, we have a delay due to reduced capacity in the tech team, for which I want to apologize! More info soon.

  • 1
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    Leon

    I'm back to say something strange has been happening recently.

    Small jobs (below $1) appearing in the feed and, when I start them I notice they have been rejected previously. Most of them. I wonder if some user is abusing of the system using bots to automatically get these jobs and reject those who are below some value? Just a guess.

  • 5
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    kevin.thoma88

    I want to make sure to thank Maria for getting involved as well as for giving specific development updates/timelines. It's good to see that this issue is actually being looked into.

  • 2
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    Rica Tero

    Hi @Leon,

    I will look into it. Thanks for sharing this here in this thread. We launched a new feature to address this concern, but it is now not online or available as the team is currently working on the issues that popped up when it was released earlier. Thank you for your understanding and patience on this matter. 😊

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