Monday, August 16, 2010

The Case Of The Vanishing Lens

A couple of weeks ago, I was checking out some of my lenses and discovered to my horror that one of them was GONE!! Actually, it was not 100% gone. But rather than the 20+ modules that it was supposed to have, only the introductory module remained.

Now, this was not just any Squidoo lens. It was one of my first lenses, a lens about sexy lingerie that I wrote just after joining Squidoo. I had put quite a bit of time in creating the content for that lens and it was rather difficult to create it. I had to write it very carefully so as to keep it interesting, but not anything that would go against Squidoo policies.

So, imagine my surprise when this 3 year old, PR4 Squidoo lens was simply MIA. Just a stub of its once healthy self.

What did I do? I wrote a letter to the "Giant Squid Concierge". The privilage to be able to Giant Squid Concierge email address is one of the best reasons to be a Squid Giant! Why? I use it very rarely, but when I have I have gotten an IMMEDIATE response. Always with the same day, usually within a few hours.

I sent a polite letter explaining the situation and asked if they could help. My response was:

Wow, I'm not sure. I see that the lens still exists, but confirm that the rest of the modules are not showing at the moment either on the live published version of the lens or in the Workshop of the lens.

I'm passing this along to get checked out for you right away.

Hang in there -- we'll get it figured out!

About a week later, my Squidoo lens was still just a stub. So, I sent a polite reminder. I got this response:

I am looking into your case now. Thanks so much for your patience.


Receiving that letter from Gil made my day. I felt pretty confident that "stubby" would be saved. and then

I've just restored your lens and corrected the bug that caused this. Thanks again for your patience. You're the best!


So, I asked if I had done something to cause it and if I he minded if I blog about the event. Gil responded:

It was a very rare code problem...nothing you did wrong. I corrected the problem so it will not happen again.

As a customer service representative in the age of the internet, I always start with the assumption that everything I say will be blogged. Thanks for being polite enough to ask :)


Whew! It was a nice feeling to have my old lens back. But it left me wondering if I am cursed. Why? Back in April, the same thing happened to me at World Village, my Village Vanished.

Not one but TWO of my masterpieces have vanished, only to be returned with the help of technical experts. Has anyone eles lost any of their work this way?

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