I have been using Auctiva since around 2010. I can't believe how terrible the service has become. If I need to resolve an issue, forget trying to contact Auctiva! They are so frustrating...I filed a support case because of template issues and still haven't heard anything. This has become the norm for the past 2 years. Why has the customer service become so aweful?  Auctiva used to be a fabulous program but, lately I am completely frustrated and have started looking for an alternative to Auctiva.

There is nothing more frustrating than not being able to contact ANYONE  when you have an issue. Whatever happen to customer satisfaction being important since customers are somewhat important?

Original Post

Greetings,  I share your grief and note the same fall in customer service response and actions that suggest that they are running the show and you just have to comply. They make software modifications and what used to work,,,,now doesn't and they don't seem to take notice. I am willing to bet that not one of these programmers do any listings on eBay. I too, would be interested in any "finds" you might discover as an alternative. I would hate to change to another listing service but enough is enough. If you find any worth considering, please post. Many thanks. GP

Hello All - 

I am sorry to hear about the difficulties you have encountered with our service.  At this time, we are under an unusually heavy customer support load so there is a backlog which our support team is addressing as rapidly as they are able.  We do reply to all cases in the order that they arrive and if you have not seen a response in your email, you can always use the Check Support case option from under the Help tab of the site to see if there has been a response to your case.

Apologies for the delay of our responses at this time, but we do appreciate your patience and will reply back to all support cases as soon as we are able.

 - Craig

 

I received a confirmation as I usually do for the support case I filed and as usual I have not received ANY response. This doesn't just happen during the busy holiday season it happens year round.  I noticed the change in service with all of the changes that  have been made to your software and templates.  It is EXTREMELY frustrating to not be able to talk to anyone by phone or email.

This is the request I recently made:

Re: Templates won't come up so I can complete my Listing

Auctiva  |  Dec 03, 2019 01:28PM PST
Thank you for submitting your request. We have received your request and are working on responding to you as soon as possible. If you have any additional information to add to this case, please reply to this email.

Hello again,

Thanks for getting back to us.

I checked into our support system and see that there is a support case from your account with the title that you mention that received a reply yesterday afternoon.  When I check the Check Support Case area of your account, the case shows the reply which you should also have received at the email address on file with your Auctiva account.

As for the issue you note in the case, this typically occurs if a user is using an older link or bookmark to reach our site and is reaching the site from an HTTP link instead of an HTTPS link, which causes the issue you have described with the template selector.  You can resolve this by removing any old links or bookmarks you may have to reach Auctiva and navigating to the site manually so that you reach the main page using the HTTPS protocol and then log in to your account.  You can then make a new bookmark or link and you should be able to use the template selector as usual.

Again, apologies for the delayed response, we are responding to cases as rapidly as we are able.

 - Craig

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