Shouldn't the claimed "top rated customer support" involve the basic communication of keeping your customers informed on the companies own forums/board when the site is down and not as an after thought and after people start complaining????
This basic communication issue is something that should have been addressed a long time ago and after the tons of complaints about it, no one can claim they don't know it is an issue.
There is even an old post on facebook where the Auctiva Rep stated that the communication issues with the boards were being addressed and were going to improve.
Why hasn't it been done??
Tech support working on something has nothing to do with nor does it prevent customer support people from being able to communicate.
On the positive side...at least no one said if there is a further problem with the site being down to file a support ticket...which can't be done and is the usual response given.