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I just returned to auctiva after several year absence . I have over the last several days made numerous attempts to file support cases. I have had no response. I have checked for active support case and there are non. How long doe's it take? I now remember why I quit it before. How do I get a response from auctiva? FRUSTRATED!
dennis kling
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Hello rocker-sd,

I am sorry to hear that you have been having difficulties with support cases. Currently, we are not aware of any difficulty with support cases being filed or getting responses and we respond to cases in the order that they arrive, typically on the same day.

I've gone ahead and taken a look at the Auctiva account related to your forum information and find no support cases have been filed from that account since 3/28/11 - while I can see that there has been some other recent activity in that account, there are no support cases showing either within the account or within our support case system.

Please note that you must file a support case from under the Help tab of the Auctiva site for our support team to receive your message, so if you have used another medium to try to reach us that might explain the difficulty.

Please let us know if you have another account where you have been filing cases or please describe what occurs for you when you use the "File A Support Case" option from under the Help tab of the site so we can take a look into it.

Please also feel free to let us know what issue prompted you to file a support case here and we'll be happy to assist you further.

- Craig
I have filled out 3 or 4 " File A support case" under the help tab in the last three days. I filled in all info, and hit submit. Have gone back to check on submitted case and there are none. Only have one auctiva account. Three of the submitted case were about listing not posting because of API error. The other was about a billing problem. Also had a inquiry about telephone support. Like how long is the hold time, how many calls are allowed, can you sign up for just one month as needed or do you have subscribe for as many months as you subcripion to auctiva.
Hello again,

Thanks for getting back to us.

Unfortunately, there are no cases showing in the account from any recent attempt - so we'd like to try some testing in the account to see if we can determine what might be occurring for you with the support case system as it appears to be operating normally otherwise. Please let me know if it would be alright for us to do some testing in your account with the support case system so we can get to the bottom of the issue.

As for the API error that shows in this account, it indicates that the images associated with the listings that have been attempted are using images that are too small for eBay's current standards and the images would either need to be resized so that the long side is at least 500 pixels - which you can do from the image management page of your account or you could upload larger images for use in those listings.

Regarding telephone support, the wait time varies on the load of callers we have at any given time, but you can always leave us a voice message and our support team will call you back as soon as they are able. You can opt for Live Support Ala Carte, which can be added to plans that do not include Live Support for $5.95 per month, and can be turned off again should you wish.

If you have no objections to us doing some testing directly in your account related to the support case system, please reply here and please also let us know what browser and operating system you currently use and we'll take a look into that. Once we have that resolved, you can file a case about the billing issue you refer to or if the difficulty persists with support cases, we'll work out another way to communicate about that.

- Craig
Hello Dennis,

Thanks for that. We'll take a look into your account and get back to you here.

One note based on some testing we've done with the support case system is if you click submit for the case and the page does not appear to refresh in a state where the case you have been creating is no longer visible, please try scrolling up to the top of the support case page - if there is an element missing or another reason our system detects an issue that prevents it from submitting the case, the error message will be in red near the top of the page. If there is such a message for any case you create, it should submit correctly once any issues noted have been resolved.

I'll post here again after we've had a chance to do some testing in your account, but if, in the meantime, you find that there has been an issue with an error message, please do let us know.

- Craig
Hello Dennis,

We've done some testing in your account and some further testing elsewhere and are unable to reproduce an issue with having support cases get appropriately filed to us from within your account or any account. Please note that you will see some test cases in your account when you next check, all but one of which has been closed.

If the difficulty persists for you after checking the details I mentioned in the last post, you should be able to respond to the existing open support case (created today) in your account to get through directly to our support team. If, for some reason, you encounter difficulty with that case, please reply back here to this thread so we can look into it further.

- Craig

Our engineers were able to locate the source of the difficulty that was causing this intermittent issue to occur for support cases being filed and the issue has been resolved.

If any other issues come up with filing a support case and having it reach us accordingly, please don't hesitate to post here to the forum so we can check into it.

Hello geranium5 -

I'm sorry to hear about the difficulty with a response to your support case. Please understand that at this time with all of the changes occurring with eBay we are experiencing an extremely high volume of support cases and our responses are generally a bit later than they normally are. We apologize for any inconvenience this may be causing.

Please note that we respond to cases in the order that they arrive and if you update an existing case prior to receiving a response from us, that becomes submit as a new case as far as the order of its arrival is concerned, which can cause further delays in a response.

I've passed your concerns along to our support team and am sure we'll be responding to it soon.

- Craig

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