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Feedback on the New Message System


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271 comments

  • Avatar
    Hilli

    Finally, finally  I can  delete messages of people that I no longer talk to!!!! Thank youl

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    IELTS with Steve

    If something is not broken, don't try to fix it.

    Why do companies insist on trying to change and update things all the time? 

    The new system is deplorable.

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    Carine

    Please bring back the old messaging system, and let italki be a professional language website. It doesn't have or need to look like a social media website. However, it *must* remain clear, professional and well-organised. The old messaging system provided all these qualities. The new one is the complete opposite.

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    Anna

    Hello, the new sistem is ok to my mind. Maybe I just was lucky to not have missed any lesson requests yet.

    Where can I cancel notifications that there are "120 min before class left", "30 min"? 

    Also, I think no need to mark my actions as new in the messaging system. If I accepted the lesson request, for example. Just send the message on my behalf to the student, don't mark it as "new message in this conversation".

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    Katerina (Edited )

    New system makes me so confused. All the messages and notifications have been mixed. I can't find messages when students send me actually, I even don't see them. I don't get any email about it as before. Right now I can see a sign that I have a message but I open and I see nothing. I was forced to send a message to my student on Skype and she confirmed that she had sent me the message on Italki. I sincerely hope the situation will change in the nearest future. 

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    Rüdiger

    Being a software engineer by profession and having worked many years behind the scenes in development, I am getting wild phantasies and imagination about why so far italki has not managed to react to the problem in a visible way...

    In the meantime, couldn't you at least stop those nonsensical messages that tell me that I have just confirmed a lesson request or commented on a lesson, or anything else that I just did myself and don't need to be alerted about? It ought to be possible to do this on very short notice with minimal effort: Open one file, change one switch value, save the file (and, if necessary at all, recompile).

    And, until you have sorted out all the other problems of the new system (seemingly both sexy and impotent), could you please revert to the old system as fast as possible which at least was stable and well functioning.

    I would like to spend my time teaching, and not looking for stray messages and missed lesson requests.

    Hoping and praying...

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    Tom

    My biggest problem is the combination of the messaging system with notifications.


    Notifications are easily ignored. I keep good track of my calendar and have alternative ways to make sure things are up to par. Messages on the other hand can be anything from a language request to a student within the 24 hour time period sending me a message saying they are sick and cant attend. This message gets hidden in the notifications about the upcoming lesson and I have missed messages on several occasions, wasting time waiting for the student because I didn't realize they sent a message in the new system.

    Several of my students have complained about the new system and I am legitimately concerned about losing them over this change.

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    Pip

    I agree with the comments on this thread - the new messaging system is poorly designed and pointless. Why do I need to received a notification that I've written the lesson review? Why do I need a notification message that the lesson is complete? Why does that notification sit as 'unread'? The mobile app doesn't refresh either, so notifications remain. I've also missed messages from potential students; the whole system is just bizarre. Please reinstate the old message system, which worked fine and was useful!

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    Richard

    We can now delete a message by clicking on "close conversation".

    OK... BUT... almost every software program/app has been using the word "close" since the beginning to simply mean closing a document or program (i.e., the opposite of "opening") and NOT "deleting" a document or program.
    Software programmers have always used the term "delete" when the goal was to "delete" a file. 

    Interesting that such a poor use of terminology comes from a language teaching website.

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    Bonnie U.

    Hope all we might...nothing has changed. 

    I have an Italki classroom trial lesson this afternoon. Low and behold, the message that I had sent the student at the weekend ( I still don't know if he received it of course) shows up as  a "wrap around" message on the classroom messaging system too! 

    We still have the ridiculous notifications to tell us what we have just done, e.g. left feedback, accepted a lesson request, etc. 

    Is nobody listening????

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    Ernest

    This new messaging system is so terrible! 

    In the past, I would know if a teacher would send me a message because I would receive an e-mail in my personal account. Now, I have missed important information from teachers because this new messaging system does not include this feature. It is also more difficult to look through the messages. The old messaging system worked just fine. How is this a change for the better?

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    FernandaR

    There's no need to repeat with others have previously said. As someone who missed a lesson request and didn't get a message from a student because there's no email notifications, I agree with everything said by others.

  • Avatar
    Mark Wickham

    It seems that something is being done behind the scenes:

    My wife who has a student account on italki, received an email asking her to 'check out' the new and improved italki platform and give her opinion. 

    When she looked, she found a very poor and basic dashboard, horrible to use, worse than what we have now, (her words, not mine).

    Strange that the teachers haven't been asked about this... if my wife hadn't mentioned it, I would be none the wiser. 

  • Avatar
    Peter (Edited )

    Fernanda, I absolutely disagree.  The only possible hope at this point is that someone at Italki is tallying up the number of complaints.  I say keep 'em coming.

    As for me, a student, if the problems haven't been fixed by the time I've run down my credits, I'll be moving to another site.

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    Bonnie U.

    I hope that doesn't have to happen Peter. I still have a feeling of loyalty towards Italki. I've taught with them for the past 2 and a half years and enjoyed every moment until now. It is so depressing to know that the same loyalty is not being returned. I truly hope that we get some reply here regarding all our feedback that lets us all know that they have listened to our complaints and are doing their utmost to change things back to the way they were. 

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    FernandaR

    Peter, I wasn't suggesting that we should stop complaining. I was emphasizing that I agree with all the other complaints I read, so I found it would be just a repetition if I listed them all again.

  • Avatar
    Richard

    ET, call home
    italki, talk to us

    Business 101 - Customer Satisfaction

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    Peter

    Bonnie, The site is not cheap for students.  Even if I buy $100 in credits at a time, the fee is 4.44 percent.  For someone who can only afford to buy, say, $25 in credits at a time, the fee is 5.28 percent.  At those rates, I expect better customer service.

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    Christina

    I wouldn't hold my breath waiting for italki to change the messaging system. They simply don't do things this way. Too many protests? Let's wait them out! People always get tired of protesting and, in a few weeks from now, the messaging system will be old news and people will stop complaining. Things have been like this since I first joined.

    So, my question is:

    - How do we, as service providers with a responsibility to our student-customer, deal with the problem until (if ever) it gets fixed by italki? 

    Fortunately, I still receive notifications for lesson requests, but I don't receive messages sent to me via my teacher profile. You know, those who start with "Hello, I've just filled the form..." As those messages are from students who don't know me yet and who might think I'm just ignoring them, I'm looking for a way to fix that. It's bad for business. My old students have ways to contact me but potential students don't even know I'm not being contacted!

    Also, I'm trying to find a way to get notified about messages sent to me about a particular lesson. Not the redundant notifications, just the important messages. Visiting the messages page several times a day is not a practical solution (contrary to what italki thinks!). I even tried to rss the page but it didn't work.

    Any tips?

     

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    Richard

    Christina...

    You've echoed my thoughts completely regarding italki's approach to this disappointing upgrade(?).
    1  Set up a place for everyone to complain.
    2  Maybe read the comments, free advice, helpful suggestions, potential financial loss alerts, customer dissatifaction, etc... then wait it out. 

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    Bonnie U.

    I fully understand Peter. Teachers don't get their full pay either, only 75% of the price and Italki gets 15%. So, I would expect better service too.

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    Bonnie U.

    Sorry, my maths isn't right!! Teachers get 85% ...

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    Jonathan

    For those of you missing messages or request notifications, I’ve missed nothing through a combination of the website and the app (iOS) with all notifications turned on. I know how seriously a missed request is taken by italki, and that it negatively affects your profile, so I just suggest using the app and website in tandem. Not defending the new release, just suggesting a temporary fix.

  • Avatar
    Christina

    Jonathan,

    Do you also receive the messages sent via profile forms? Is the app working for them? I didn't manage to find a workaround for them.

    (Although it is italki's first (and only) advice, installing the app is not always as simple.)

     

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    Jonathan

    Hi Christina, yes I get those too.

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    Bianca

    It's really absurd how unprofessional italki acts - well, NOT acts. Seems like they just don't have the guts to own up to a mistake. The silence from their side speaks volumes. Not nice, for sure. If some people here hadn't written emails and received and posted the replies, we'd be none the wiser. 

    @ support

    You have my compassion for having to deal with all these complaints about things you didn't have a say in in the first place. You just get all the bad rap. And we don't know what kind of strategy you are being asked to follow. I'm sure, many of you are as frustrated as we users are. I also want to mention that I have been very happy with your support service when I had an issue before. So, I believe, you guys are doing a good job. Just, is your boss, too?

    Kind regards

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    Carine

    Update! On top of what I said previously, I just realised now that I don't get *any* notifications for new messages. I just found out that I lost a lesson because of that utterly stupid and useless new messaging system. I am seriously considering teaching on a different platform. Italki obviously has the monopoly on the market when it comes to online teaching and learning. They know that, and I believe that's the reason why they don't act fast. They probably think "teachers won't go anywhere anyway". Italki team: beware! You might be proven wrong. Every single one of your updates this year has been a disaster, and your lack of prompt response is insulting.

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    Rüdiger

    @ Bonnie U

    Your maths is both right and wrong. When you also consider the cost incurred by transferring money... you'll end up with only about 80% for the teacher.

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    Alaina Rydzewski

    I agree with everyone else, the new messaging system is pretty terrible. When I go to delete messages in the middle of my inbox, for example, after deleting them, the system takes me back up to the top...why? And I also do NOT need a new message for every time that I leave feedback for a lesson or accept a request. I am the one who did it, why would I need a notification informing me of my own actions? Honestly the old system wasn't too stellar either, but this one is much worse!!

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    Andrew B

    So, I arrive home to the email notification from italki. I sincerely hope that this is the solution to the problem! Is this some kind of sick early April Fool's joke? For a start it would be nice to know who we've got a message from. Or maybe it's because it's Christmas and italki wants to surprise us. Hohoho! Merry Xmas teachers and a Happy New Italki! 

    The notification should actually read: "We can't tell you who your messages are from, but you can try your best to view them in the new and awful messaging system. They should be hiding in a random place amongst the stream of new and pointless notifications. You might have to waste a bit of time finding them, but you'll find them eventually...in 2019. Don't worry, we tested it and it works fine."

    PS. I'm (and more than likely many others) STILL getting student complaints about the lovely new messaging system, and STILL we have no acknowledgement from italki. We are all tired of it now italki.

     

    Hi Andrew B,

    You received new message(s) on italki. You can view your messages in the Message Center by clicking the link below.

    View Unread Messages

    Sincerely,

    The italki Team

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