I can't believe you have to pay for a phone number to talk to customer service and how long it takes to get questions answered. Am I the only one who thinks this company is boarding on useless?
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I, like you, need to get answers!!! For me, I went on a Forum, my problem was always fonts vs templates and their incompatibility. That's another story. Now I have a different problem.
So I got on a forum grumbling etc and was answered by an Auctiva Support "tech" person of sorts. I got a reply from them by EMAIL; there's a link at the bottom whereby you can reply to them. Since I had more complaints/questions, I have now a Thread, whereby I can go to the bottom of page and add my new question. They keep all your previous questions and their answers at the top. I usually receive an answer with in a day or sometimes an hour! I am not always happy with the answer, but at least it's communication of sorts.
So I got on a forum grumbling etc and was answered by an Auctiva Support "tech" person of sorts. I got a reply from them by EMAIL; there's a link at the bottom whereby you can reply to them. Since I had more complaints/questions, I have now a Thread, whereby I can go to the bottom of page and add my new question. They keep all your previous questions and their answers at the top. I usually receive an answer with in a day or sometimes an hour! I am not always happy with the answer, but at least it's communication of sorts.
I just don't think that is acceptable. If this were facebook or my space or some SOCIAL PLAYGROUND I can wait to get an answer. BUT THIS IS MY BUSINESS! What other business could treat its customers like AUCTIVA treats us and stay in business. Could you possibly imagine treating your eBay customers the way Auctiva treats us? What feedback and GSR scores do you think we would have. I am at my wits end. I think it may be easier to go back to turbo lister because at least I could call and get someone to take action on my issues. The other problem is that sometimes it is just too difficult to accurately explain the issues in this format.
I am not overjoyed lately with them. Most of the people who use to help on this side (ebay side) have gone to commerce stores with auctiva so they are dealing with their own issues.
Customer support is usually fast. but have found lately that a few of my questions were answered incorrectly which wasted lots of my time. I am getting impression that customer support is being out-sourced. I use to get fast and accurate answers. I have several engineering requests in one from 3-4 weeks ago with no response. Other is this week, with no response, last one they said if you do not hear from us in 3 days let us know. That is not impressive that we have to write them for follow-ups. Seems there should be something in place to trigger a response when engineering is done with it.
I do hope they read forums and realize that we need help over here and accurate info. given from support.
Customer support is usually fast. but have found lately that a few of my questions were answered incorrectly which wasted lots of my time. I am getting impression that customer support is being out-sourced. I use to get fast and accurate answers. I have several engineering requests in one from 3-4 weeks ago with no response. Other is this week, with no response, last one they said if you do not hear from us in 3 days let us know. That is not impressive that we have to write them for follow-ups. Seems there should be something in place to trigger a response when engineering is done with it.
I do hope they read forums and realize that we need help over here and accurate info. given from support.
I'll give a contrary view! I have found that the ticket system has been invaluable and the level of support (I have needed a lot!) has been great. I guess being outside US telephone support doesn't really cross my radar.
I was given a phone number when I first signed up with them. Since that time their service has gone down and now they are charging. I feel I should have been grandfathered into the plan with the customer service number since that what was promised me when I signed up. Probably doesn't matter anyway since I would just get the same response from a person on the phone that I would get from the current system. You must have very easy issue with them. Mine seem to be more complexed and would be much easier to describe via phone rather than going back and forth in their current format.
I am in US and probably would not think of phone support because I find reading answers more effective for me. However, I do feel that commerce issues are being answered with more accuracy than ebay questions. I have a friend who is doing commerce and says she is getting good support and accurate responses. Soooo. . if you have commerce store you probably are getting excellent answers. I think the reps on ebay section are probably new and green and that the experienced personnel may have been moved to commerce area. Maybe not.. just a thought. I know when I first started auctiva, I had very few questions.. but as I have grown I have more questions and more detailed questions.
Glad that you are getting good support thought. . spread a little luck our way. . I think this will all turn around when commerce settles down a bit. I hope.. I hope. . I hope
Glad that you are getting good support thought. . spread a little luck our way. . I think this will all turn around when commerce settles down a bit. I hope.. I hope. . I hope
Yes, absolutely a customer support call in center is a must have. I honestly cant figure out why they dont have one! These are our businesses and when we need customer support, we should be able to call and speak to someone right away!
This is my latest story...
Over the past few weeks, our email import has not been working. At times we were unable to send out store emails to customers so Auctiva was manually sending them for us while the techs work on a solution.
Auctiva has created several new import lists in an attempt to resolve the issue that has been going on before black friday (NOv. 25th) however, when I send emails, I'm getting hate mail from customers who have previously opted out from receiving our emails...here are a few from today alone...
"I have now tried to remove myself from your stupid mailing list a dozen times. I will NEVER buy anything from you again. The fact that you send out mailers that you can not actually remove yourself from is unacceptable. I will be contacting ebay about this!" Their email address was imported after an ebay transaction so is why they refer to ebay.
Another email we got today "
STOP SENDING EMAILS = i have unsubscribed a number of times please fix this!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"
I can manually remove these customers emails from my list however, when auctive creates a new list in an attempt to resolve the issue, customers who have opted out get added to the new list and auctiva says there is no way to permanantly remove the address from being re-imported each time!
Its creating a horrible reflection of my company that I have worked so hard to build! In addition, auctiva is still charging me full price for a site I am only partially able to use. This has been going on for too long with almost zero help from Auctiva...they do not provide phone support and are too slow to get this resolved.
Has anyone else been experiencing issues with importing email lists or sending emails to customers?
Any suggestions on how I can fix this myself? Short of finding a new host which is extremely compelling! I know there will be site glitches and things that need to be worked on with any host....I just can not stand that there is no phone support...things take forever to get resolved and all my energy is spent this way and not on developing my store! So frustrating!
www.charmedcreationsandmore.com
This is my latest story...
Over the past few weeks, our email import has not been working. At times we were unable to send out store emails to customers so Auctiva was manually sending them for us while the techs work on a solution.
Auctiva has created several new import lists in an attempt to resolve the issue that has been going on before black friday (NOv. 25th) however, when I send emails, I'm getting hate mail from customers who have previously opted out from receiving our emails...here are a few from today alone...
"I have now tried to remove myself from your stupid mailing list a dozen times. I will NEVER buy anything from you again. The fact that you send out mailers that you can not actually remove yourself from is unacceptable. I will be contacting ebay about this!" Their email address was imported after an ebay transaction so is why they refer to ebay.
Another email we got today "
STOP SENDING EMAILS = i have unsubscribed a number of times please fix this!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"
I can manually remove these customers emails from my list however, when auctive creates a new list in an attempt to resolve the issue, customers who have opted out get added to the new list and auctiva says there is no way to permanantly remove the address from being re-imported each time!
Its creating a horrible reflection of my company that I have worked so hard to build! In addition, auctiva is still charging me full price for a site I am only partially able to use. This has been going on for too long with almost zero help from Auctiva...they do not provide phone support and are too slow to get this resolved.
Has anyone else been experiencing issues with importing email lists or sending emails to customers?
Any suggestions on how I can fix this myself? Short of finding a new host which is extremely compelling! I know there will be site glitches and things that need to be worked on with any host....I just can not stand that there is no phone support...things take forever to get resolved and all my energy is spent this way and not on developing my store! So frustrating!
www.charmedcreationsandmore.com