I have sent several 'e-mail' tech support request; several telephone calls to a phone number that says tech support will call shortly.
Does any one have more Auctiva telephone numbers that work?
Original Post
Replies sorted oldest to newest
Are you getting e-mail responses?
Not really. After six hours, there response was 'Hello - Thank your for contacting us about this problem. We will investigate it and have a solution as soon as possible. Louise.' After an additional two days and five hours, support replied 'Hello- We are continuing to work on this issue. We will provide a solution as soon as possible. We apologize for the inconvenience. Auctiva Support.'
Not a single positive comment on a resolution has come from tech support, in fact, there are no positive questions on thier part to indicate that anyone is working on this problem.
I have telephoned four times in four days - no reply. My 'e-mails' and added comments to the tech support site total 9 messages to support since 6/13/06 4:17:17 AM. I am not sure that my additional comments are anwsering tech supports questions or giving them added information on the problem.
I want to talk to a tech support person as they are working on the problem; it does not appear that anyone is working on this problem.
Not a single positive comment on a resolution has come from tech support, in fact, there are no positive questions on thier part to indicate that anyone is working on this problem.
I have telephoned four times in four days - no reply. My 'e-mails' and added comments to the tech support site total 9 messages to support since 6/13/06 4:17:17 AM. I am not sure that my additional comments are anwsering tech supports questions or giving them added information on the problem.
I want to talk to a tech support person as they are working on the problem; it does not appear that anyone is working on this problem.
The e-mail responses you're getting indicate that they're working on it and I'm sure that's the case. They're a bit busy right now (as you can see if you look around the forums). Also, I don't think they actually offer phone support.
I understand your frustration though.
I understand your frustration though.
You offer a very sympatric view of tech support. When I was in a similar situation, I could give all the steps that I have taken to resolve a problem. I would have talked to the user to define the problem, I would communicate with the user and have them try different solutions; I would provide a work around to the problem.
Hours and days between communications does not imply that anyone is working on anything. In fact, such long periods of response would be a reason for a review, if not worse. If someone takes this long to reply, they do not know what they are doing, they are seeking help from others. The ‘others’ should be helping the customer to solve this problem; we should not be training tech support staff for their jobs.
You sound like management or a tech support supervisor explaining to the president or ceo way their services are adequate. Busy is a problem that they are bringing on themselves. If it takes a week to solve my problem, or even to address my problem, we need a tech support department. Top management needs to know about the lack of support problem to get some good staff on board.
I realize that that this company does not offer telephone support. This company does not allow any personal contact between themself and any customer for any subject or problem. If I were an investor, I would be very concerned about the level of communication in this company within departments and especially this their paying customers.
Hours and days between communications does not imply that anyone is working on anything. In fact, such long periods of response would be a reason for a review, if not worse. If someone takes this long to reply, they do not know what they are doing, they are seeking help from others. The ‘others’ should be helping the customer to solve this problem; we should not be training tech support staff for their jobs.
You sound like management or a tech support supervisor explaining to the president or ceo way their services are adequate. Busy is a problem that they are bringing on themselves. If it takes a week to solve my problem, or even to address my problem, we need a tech support department. Top management needs to know about the lack of support problem to get some good staff on board.
I realize that that this company does not offer telephone support. This company does not allow any personal contact between themself and any customer for any subject or problem. If I were an investor, I would be very concerned about the level of communication in this company within departments and especially this their paying customers.
Hi, I less than an hour ago complained, via ticket, about no pics on my window, they replied within 15 mins and had the problem repaired within 45 mins don't know what the problem is with your site but I found the responce quick and effective
You've got me. If things were working correctly, at least in my mind, your problem would have been handled after my problem was solved. Also, the fact that your problem was addressed, in itself, seems to be a problem for tech support and the company. Where is my problem in the list of problems that thewy are working on.
I am of the opinion that since no possible solutions have been provided at all in over a week, they do not have anyone working on the problem, and they do not have anyone with the knowledge to address the problem (if they have defined the problem correctly).
I am of the opinion that since no possible solutions have been provided at all in over a week, they do not have anyone working on the problem, and they do not have anyone with the knowledge to address the problem (if they have defined the problem correctly).
Also, an hour or two seems to be a reasonable responce time. Days do not seem to be reasonable, and a week is out of the question. What is tech supports problem? If they are having problems, why not ask the customer?
I agree a week is excessive I belive that you should at least have a responce within 1 hr and be kept updated re the situation. It does seem that you have pulled the short straw 
It is nice to hear symptomatic words. I was surprised at Rick Bradford’s reply. He sound like a ‘higher-up’ trying to cover his incompetent staff. What is his position in this forum? Does he work at Auctiva? Any suggestions on how to improve the tech support that I am not getting?
This is the first company that I cannot find any telephone numbers to any department. Does any one know Jeff Schlicht’s (President of Auctiva Corporation) telephone numbers? I thought that he might care a little. The Chico Chamber of Commerce only has the telephone number that will not take messages because the voice mailbox is full (and has been full every day for every telephone call I have made.
Herakles Data is their hosting company, but they will NOT give me the telephone numbers that they have. Like you, they seem to feel that my situation was a bit abnormal, and were will to forward my message to Auctiva. That was two days ago.
What is it like to get replies from Auctiva?
This is the first company that I cannot find any telephone numbers to any department. Does any one know Jeff Schlicht’s (President of Auctiva Corporation) telephone numbers? I thought that he might care a little. The Chico Chamber of Commerce only has the telephone number that will not take messages because the voice mailbox is full (and has been full every day for every telephone call I have made.
Herakles Data is their hosting company, but they will NOT give me the telephone numbers that they have. Like you, they seem to feel that my situation was a bit abnormal, and were will to forward my message to Auctiva. That was two days ago.
What is it like to get replies from Auctiva?
I have only had to put a ticket in twice and both times they replied with speed and fixed the problem I just do not know what has gone wrong with your request
One would think that approach would be an ideal method to request tech support. When that does not work, what is one to do?
We are sorry you are experiencing difficulties with our site. Since you have filed a support case, your problem is being dealt with as efficiently as possible.
We strive to solve all our users problems in the shortest amount of time possible. However, we can never guarantee a timeline for the resolution of any support case filed. If you feel Auctiva is not meeting your needs, you may of course cancel your account at any time.
As noted, we do not offer phone support. Personal numbers for Auctiva personnel, up to and including the President, are NOT available. Please do not solicit this information from any Auctiva users or any other companies. This behavior will be considered harassment, and your account may be subject to termination.
We strive to solve all our users problems in the shortest amount of time possible. However, we can never guarantee a timeline for the resolution of any support case filed. If you feel Auctiva is not meeting your needs, you may of course cancel your account at any time.
As noted, we do not offer phone support. Personal numbers for Auctiva personnel, up to and including the President, are NOT available. Please do not solicit this information from any Auctiva users or any other companies. This behavior will be considered harassment, and your account may be subject to termination.
The incompetence of tech support should not mean that I am harassing you. In fact, the poor management of the tech support and their workload should be a problem for upper management; these issues might get the tech support management in trouble or fired, these issues seems to be a more important to you than tech support’s response and quality.
You cannot possibly feel that this incident of tech support is a good example of the work of your staff, let alone a perfect example of tech support. I would like to discuss these issues with your boss.
In fact, your attitude and words are not those of conscientious and dedicated employee. I think that you need to retrained in what you function is. Threaten customers does not seem to part of your job, or anyone in a company.
You cannot possibly feel that this incident of tech support is a good example of the work of your staff, let alone a perfect example of tech support. I would like to discuss these issues with your boss.
In fact, your attitude and words are not those of conscientious and dedicated employee. I think that you need to retrained in what you function is. Threaten customers does not seem to part of your job, or anyone in a company.
Why don't you sign ourr name to these communications? Aren't you proud of your work? Do you think that if it is reviewed my management, you might get in trouble. And God help you if customers could tlak to you - I bet you would get a ear full. I think yhou are as courwardly and compedent of any supversior I have ever herard about. I can give you three or four managers' names, who showed your skill level.
I am so angry with you. I do not feel that any part of the way I have been treated is proper or appropriate. You do not of the gonads to allow your boss to review this situation. Better for me, let Jeff and I talk about you, your skills, your job description, your job and your effectiveness in this situation. And if you are so confident in your actions and your staffs’ response to me, sign your name. and let anyone review you and tour actions.
CreativeImages:
1. I do not work for Auctiva. Sorry I wasn't sympathetic enough for you. I have no stake in whether or not they take care of your problems. I was merely trying to suggest to you that they're backed up and that I'd bet they're working on it.
2. I bet if you think about it for a second you can find Auctiva JD's name within "Auctiva JD". Your accusations are pretty uncalled for.
3. It may be that your technical problems are larger than just your one situation. Chances are they are working on those problems system-wide and can't update every single person it's affecting. That's just a guess.
4. I think I can guarantee that Jeff is aware of what goes on in the forums.
1. I do not work for Auctiva. Sorry I wasn't sympathetic enough for you. I have no stake in whether or not they take care of your problems. I was merely trying to suggest to you that they're backed up and that I'd bet they're working on it.
2. I bet if you think about it for a second you can find Auctiva JD's name within "Auctiva JD". Your accusations are pretty uncalled for.
3. It may be that your technical problems are larger than just your one situation. Chances are they are working on those problems system-wide and can't update every single person it's affecting. That's just a guess.
4. I think I can guarantee that Jeff is aware of what goes on in the forums.
How can a person who only registered on the 15th June have so many issues. Am at a bit of a loss
I agree. How can anyone develop so many problems in such a short time? At some point, do you thing that tech support might begin to answer some questions? Give some direction? Solve a problem?
Rick Bradford, I am sorry that I misidentified you and attacked you.
In the few responses from Auctiva, I feel they have implied that all that was necessary was to follow their rules. At the time I got the first replies, I had already two e-mail tech support requests with no response to the issues of the request. A tech at Auctiva telephoned me to solve a problem six months ago, and because of caller ID, I got another telephone number at Auctiva.
Is this back-up being managed by Auctiva? Does middle and top management know of the problem? By the way I was responded to by the company; I do not believe that the proper people know of the problem.
The Auctiva techs that signed their work were Louise R and John; Auctiva JD might be clear at Auctiva, but I see it as code to hide the speaker from the public and for the speaker not to be responsible for their comments. Every time, I have found a person trying to be anonymous, they are speaking out-of-turn, they are not trained to be speaking on the subject, and many times, they have no authority to be speaking, and they are saying things that the company does not approve; and the company does not back whatever the company speaker had to say.
My accusations are called for! I feel that this case could get someone fired, or at least re-trained in his or her job. In many years of business, almost every step in this process has been presented to me as the incorrect way of dealing with an irate customer, and no way to solve a consumer problem.
I do not feel that a responsible manager has reviewed the many steps in this process. I can not believe that any of these steps would have been approved. And, there is no way the Jeff (Jeff Schlicht, President of Auctiva Corporation) has any first hand knowledge of this event. This situation is so deplorable for any company, there is no way that Jeff is going to use event as tech support training. In fact, JD is fitting so hard to keep me away from Jeff, there is not a chance in a million that Jeff knows about this.
I know this is part of a bigger problem. But, you are saying that not one person on Auctiva staff can take the time to reply to anyone of my many communications with the company in some detail? Usually, when there is a system wide problem, the system’s administrator post a network-wide notice of the on going problem, and post a network-wide work-around that everyone signing on the network that all will be able to see.
And, here is the best part of this issue, no one at Auctiva has talked to me in any way about the problem; their explanation of the problem does not hold for the four example that I have. But, no one cares.
In the few responses from Auctiva, I feel they have implied that all that was necessary was to follow their rules. At the time I got the first replies, I had already two e-mail tech support requests with no response to the issues of the request. A tech at Auctiva telephoned me to solve a problem six months ago, and because of caller ID, I got another telephone number at Auctiva.
Is this back-up being managed by Auctiva? Does middle and top management know of the problem? By the way I was responded to by the company; I do not believe that the proper people know of the problem.
The Auctiva techs that signed their work were Louise R and John; Auctiva JD might be clear at Auctiva, but I see it as code to hide the speaker from the public and for the speaker not to be responsible for their comments. Every time, I have found a person trying to be anonymous, they are speaking out-of-turn, they are not trained to be speaking on the subject, and many times, they have no authority to be speaking, and they are saying things that the company does not approve; and the company does not back whatever the company speaker had to say.
My accusations are called for! I feel that this case could get someone fired, or at least re-trained in his or her job. In many years of business, almost every step in this process has been presented to me as the incorrect way of dealing with an irate customer, and no way to solve a consumer problem.
I do not feel that a responsible manager has reviewed the many steps in this process. I can not believe that any of these steps would have been approved. And, there is no way the Jeff (Jeff Schlicht, President of Auctiva Corporation) has any first hand knowledge of this event. This situation is so deplorable for any company, there is no way that Jeff is going to use event as tech support training. In fact, JD is fitting so hard to keep me away from Jeff, there is not a chance in a million that Jeff knows about this.
I know this is part of a bigger problem. But, you are saying that not one person on Auctiva staff can take the time to reply to anyone of my many communications with the company in some detail? Usually, when there is a system wide problem, the system’s administrator post a network-wide notice of the on going problem, and post a network-wide work-around that everyone signing on the network that all will be able to see.
And, here is the best part of this issue, no one at Auctiva has talked to me in any way about the problem; their explanation of the problem does not hold for the four example that I have. But, no one cares.
quote:The Auctiva techs that signed their work were Louise R and John; Auctiva JD might be clear at Auctiva, but I see it as code to hide the speaker from the public and for the speaker not to be responsible for their comments.
I'm just saying that all of the Auctiva staff members' ID on these forums is "Auctiva [name]". Auctiva Jeff, Auctiva Mike, etc. I assume Auctiva JD is JD. I don't see that anyone is trying to hide their identity.
As for your dissatisfaction, of course, I don't have the answers. It's clear they're busy but that's all I know.
I guess you are right on this. JD has not been very upfront to me. I did not think the JD was a name.
Well, I have been watching this post from Creative Images from the beginning and swore I was not going to put my two cents in because it really is not my place. But I cant take it anymore.
First off this forum is meant to be a place to get help if you need it. I dont see a single post of the problem your having. Have you checked the forums for help on your particular situation? If you cant find an answer to your problem in this forum or from asking other members, who are always willing to help and are quite kowledgeable I might add, thats when you should file a support ticket.
This Auctiva Staff goes way above and beyond what I would consider normal help to the customer. If I file a complaint with almost any other company all I will usually get is an email saying that they recieved my complaint and do not reply. Then when they decide to send me an answer, rarely earlier than 2 days, It usually does not help or they want more information.
Most of the time you can post your problem right here in these boards and get a response from an Auctiva Staff member...I have never been anywhere else on the web where they will do this.
My personal opinion is that you work for or run another auction template service and signed up here so you could come in here and run auctiva down over nothing. If your that scared that auctiva will take all your business then make yours free to the user and make your profit in more creative ways as auctiva has.
There are nothing but "GOOD" people on this staff and in these forums and I consider them my friends. As far as Im concerned If they booted you out in the next 10 minutes it would not be soon enough. You would be more comfortable over at SD/IF I think.
Please dont bother to respond to my post on this matter, as I will not be continuing it. Im not gonna play your game. I would hope that others will follow suite and do the same. If your going to talk like you have so far, then you "should" be ignored.
First off this forum is meant to be a place to get help if you need it. I dont see a single post of the problem your having. Have you checked the forums for help on your particular situation? If you cant find an answer to your problem in this forum or from asking other members, who are always willing to help and are quite kowledgeable I might add, thats when you should file a support ticket.
This Auctiva Staff goes way above and beyond what I would consider normal help to the customer. If I file a complaint with almost any other company all I will usually get is an email saying that they recieved my complaint and do not reply. Then when they decide to send me an answer, rarely earlier than 2 days, It usually does not help or they want more information.
Most of the time you can post your problem right here in these boards and get a response from an Auctiva Staff member...I have never been anywhere else on the web where they will do this.
My personal opinion is that you work for or run another auction template service and signed up here so you could come in here and run auctiva down over nothing. If your that scared that auctiva will take all your business then make yours free to the user and make your profit in more creative ways as auctiva has.
There are nothing but "GOOD" people on this staff and in these forums and I consider them my friends. As far as Im concerned If they booted you out in the next 10 minutes it would not be soon enough. You would be more comfortable over at SD/IF I think.
Please dont bother to respond to my post on this matter, as I will not be continuing it. Im not gonna play your game. I would hope that others will follow suite and do the same. If your going to talk like you have so far, then you "should" be ignored.
i had the same question about the problem. rather than complain over and over about not getting help for a problem, why not post the problem here and ask for help? one of us might know the answer, and if we dont, auctiva staff and management do read these forums.
I did not post my problem on the forum, because I incorrectly felt the problem was with Auctiva’s software and that members of the forum could not speak for Auctiva, could not troubleshoot the Auctiva coding, and could not rewrite any of the code. Since the members of this forum do not have access to the code, I did not realize that members of the forum could fix the problem of saved and scheduled listings in my account from posting to eBay.
When the scheduled posting occurred, I felt that Auctiva staff could troubleshoot the software to see what is going on verse what was planned by the software developers.
Since seven saved listings were scheduled for posting to eBay, and two failed to post, and all where created with the same cut and past MS Word functions, I did not understand why five listing posted and two did not. I felt that Auctiva was practicilarily well placed to address a problem that was affecting me and probably others. Since I have used Auctiva software for 80 listings and these two were the latest to not post, I felt Auctiva opinion was the most desirable. If I wanted to leave a problem unaddressed, I could have gone for just a work-around and posted my problem on this forum.
When my two listings did not post at the correct time, I went back to review the listings, and finding no errors, rescheduled the listing to post. I did this several time for both listing on three different days. During each series of actions on my part, I tried to change or check every part of my listing to fix a problem that I was creating. What was I doing that allowed most of my 80 listing to post, and two not to post? What errors did my postings cause to occur at Auctiva when the posting failed to occur? What did the software says the problem was? How far did the software go before it failed to execut as desired? Did these problem affect the system or just a single user? Then, why not program a catch for the problem? Can I test of the problem in my listing before I save them or try to post them?
Next, I patiently waited an entire 24 hours for any non-canned reply; then I submitted another e-mail tech support stating the problem a different way. Both of these requests were submitted in the early morning, East Coast time. Near the close of business, West Coast time, I felt that some reply was due from tech support. I did not feel that tech support had noticed my request. I had NO REPLIES from tech support of any kind; let alone on the issues I had sent to tech support is their prescribed and approved fashion.
Since I had described the problem to tech support with my user name and the listing were still in my Auctiva account, I felt that after anyone looked into the situation, even if they could not find any problems, some type of inquiry on their part would be generated to me. If they found a problem then it was or will be corrected, usually tech support reports back to the person requesting the request? Should this be done in an hour or two? A day or two?
When I was working in a major communication company, the policy was a two hour acknowledgement of the problem, after hour hours, add addition tech support person was added to the solution and a supervisor was added, at eight hours, the event was raised to a level that every vice president in the company was aware of the problem and all were aware of the proposed solutions; all were trying to solve the problem, and the customer was informed periodically that people were working on the problem. I did not expect Auctiva to treat this problem of mine with this level of importance, in dealing with other tech support at MacAfee, Microsoft, Cisco, HP and others, none of these or other companies failed to indicate that someone was working on the problem after about 36 hours. Since I was dealing with this problem 120 hours and Auctiva tech support had this problem for over 48 hours, I felt that I was entitled to better service, at least I felt that someone in text support should be communicating in some type of personal and specific way with me.
In the past, a tech support person telephoned me to clarify the problem, provide a work around, and he finally e-mailed several days later about a conclusion to my problem. Since no one at the company has talked to me about the problem yet, I do not feel that this is a good example of tech support. I still feel that it is unbelievable that supervisors feel that this is being handled correctly, and one at the company has talked to me about the problem. This problem has not changed since Thursday, a week ago – a total of nine days.
However, I will ask the forum, what is my problem, what is the work around, should anyone at the company be informed of the problem? Do you need any additional information to help me?
Thank you.
When the scheduled posting occurred, I felt that Auctiva staff could troubleshoot the software to see what is going on verse what was planned by the software developers.
Since seven saved listings were scheduled for posting to eBay, and two failed to post, and all where created with the same cut and past MS Word functions, I did not understand why five listing posted and two did not. I felt that Auctiva was practicilarily well placed to address a problem that was affecting me and probably others. Since I have used Auctiva software for 80 listings and these two were the latest to not post, I felt Auctiva opinion was the most desirable. If I wanted to leave a problem unaddressed, I could have gone for just a work-around and posted my problem on this forum.
When my two listings did not post at the correct time, I went back to review the listings, and finding no errors, rescheduled the listing to post. I did this several time for both listing on three different days. During each series of actions on my part, I tried to change or check every part of my listing to fix a problem that I was creating. What was I doing that allowed most of my 80 listing to post, and two not to post? What errors did my postings cause to occur at Auctiva when the posting failed to occur? What did the software says the problem was? How far did the software go before it failed to execut as desired? Did these problem affect the system or just a single user? Then, why not program a catch for the problem? Can I test of the problem in my listing before I save them or try to post them?
Next, I patiently waited an entire 24 hours for any non-canned reply; then I submitted another e-mail tech support stating the problem a different way. Both of these requests were submitted in the early morning, East Coast time. Near the close of business, West Coast time, I felt that some reply was due from tech support. I did not feel that tech support had noticed my request. I had NO REPLIES from tech support of any kind; let alone on the issues I had sent to tech support is their prescribed and approved fashion.
Since I had described the problem to tech support with my user name and the listing were still in my Auctiva account, I felt that after anyone looked into the situation, even if they could not find any problems, some type of inquiry on their part would be generated to me. If they found a problem then it was or will be corrected, usually tech support reports back to the person requesting the request? Should this be done in an hour or two? A day or two?
When I was working in a major communication company, the policy was a two hour acknowledgement of the problem, after hour hours, add addition tech support person was added to the solution and a supervisor was added, at eight hours, the event was raised to a level that every vice president in the company was aware of the problem and all were aware of the proposed solutions; all were trying to solve the problem, and the customer was informed periodically that people were working on the problem. I did not expect Auctiva to treat this problem of mine with this level of importance, in dealing with other tech support at MacAfee, Microsoft, Cisco, HP and others, none of these or other companies failed to indicate that someone was working on the problem after about 36 hours. Since I was dealing with this problem 120 hours and Auctiva tech support had this problem for over 48 hours, I felt that I was entitled to better service, at least I felt that someone in text support should be communicating in some type of personal and specific way with me.
In the past, a tech support person telephoned me to clarify the problem, provide a work around, and he finally e-mailed several days later about a conclusion to my problem. Since no one at the company has talked to me about the problem yet, I do not feel that this is a good example of tech support. I still feel that it is unbelievable that supervisors feel that this is being handled correctly, and one at the company has talked to me about the problem. This problem has not changed since Thursday, a week ago – a total of nine days.
However, I will ask the forum, what is my problem, what is the work around, should anyone at the company be informed of the problem? Do you need any additional information to help me?
Thank you.
I think it's safe to say x-amount of forum members are no longer checking on this thread, so my recommendation is to start a brand new thread about your specific problem.
Maybe somebody will have some insight, maybe they won't. But it's worth a try.
Maybe somebody will have some insight, maybe they won't. But it's worth a try.
CreativeImages -
Thank you for filing a support case. As we have mentioned (both in replies here and replies to your case) we are working on your issue. As soon as we have an update to your issue, we will reply to your support case.
Keep in mind, depending on the complexity of the issue/bug this can take a while to investigate and resolve.
I am closing this thread.
Bill Belcamino
Auctiva Chief Operating Officer
Thank you for filing a support case. As we have mentioned (both in replies here and replies to your case) we are working on your issue. As soon as we have an update to your issue, we will reply to your support case.
Keep in mind, depending on the complexity of the issue/bug this can take a while to investigate and resolve.
I am closing this thread.
Bill Belcamino
Auctiva Chief Operating Officer