I am working on Japanese-Thai translation, and noticed that there is no preview available for recent job. Especially right now there are large-volume jobs, but I can't see any preview. Is this an error or something? Without preview, translators cannot determine whether they can handle the jobs!
10 comments
Thank you! I hope they can fix it soon.
Hello, yes unfortunately this is broken at the moment for all file jobs :(
We are aware of the problem and our engineering team is working on it. Hopefully I will have an update about this for you next week.
Hello Megan,
gengo needs to tell the customer that the preview function is broken. You also need to give the customer a work-around solution like uploading the document to GoogleDocs, etc. If gengo is not going to do this, can you provide a boilerplate text in Japanese that we translators can use to inform the customer about the problem and a work around? Also, another boilerplate text in Japanese for customers when they have a document that is mojibake.
This is really limiting the jobs I accept right now. I don't want to give a client false hope that their order will soon be complete by accepting a job without having previewed the document, only to then realise it's not something I feel confident in translating, and declining the job again, making the customer wait even longer.
As Phil said, giving the customers notice that the preview function is currently broken and providing them a work-around solution is something that I also feel needs to be implemented.
One translator is posting a comment like this. However, when the customer asks what he/she should do, there's no answer.
お客様
お世話になっております。
只今現在、Gengoのシステムエラーのため翻訳者が案件を受注する前にファイルをプレビューできない状況により、翻訳が出来上がるまで多少お待ちいただく可能性がございます。ご了承ください。
This is from a customer for Collection #15763086. Gengo staff should provide an answer.
on Dec 15, 2015 13:54 by Customer #378766
承知致しました。私のほうで何かご用意するものはありますでしょうか？
また、時間的にはどれくらいかかりますでしょうか？
@phil, @mitchell.curtis: We will be releasing an interim fix for this next week so you will be able to see a preview.
Hi Megan,
That's good news that there will be a temporary fix in place soon. As others have already mentioned, I have not been able to pick up jobs as there is no way to view the content prior to accepting, and I feel it would be irresponsible of me to take it, look at it, then abandon it.
As someone who works in customer service, though, I do hope that the clients are being notified of this major error. Looking at some of the comments written by the clients on the individual jobs, it would appear that they have no idea and some are quite upset. At the very least they need to always be informed as to current technical difficulties, as well as approximate wait times as a result. I am hoping Gengo will be offering an apology for the disservice to any clients affected...
You are all no doubt working around the clock on that; just wanted to add my two cents :)
Thank you and happy holidays!