Continuing the Not impressed by Support! saga.

Don't get me wrong, I think AS is a great product and the many testimonies that regularly appear here prove it.

What's getting me down is the poor level of support I am getting from Support.

In the last 24 hours I've had 'Sam' explaining to me why I didn't win an auction when my high bid was below the reserve. My support case was raised because the "Did Not Win" email talked about "Bid Increments" and not "Failing To Make The Reserve". I have a fairly good grasp of English ('cos I am English!) but it took about 5 lots of replies by me before s/he finally got the message.

Then there's Vince. Here's the support case:-

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I clicked on ‘Balance‘ on the UK My snipes page and to get to http://uk.auctionsniper.com/MyWins.aspx

Then I click on the items in the list and it takes me to www.ebay.com instead of www.ebay.co.uk as I‘d expect.

I tried re-clicking on the UK flag but that didn‘t work...

Related URL:
http://uk.auctionsniper.com/MyWins.aspx

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Vince replied with:

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This happens because the item is common to both Ebay.com and Ebay.co.uk. The server thus takes you to Ebay.com which is the default domain.

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I smell waffle of the highest kind here. Why would the snipes be opened using www.ebay.co.uk on the My Snipes page but www.ebay.com on the 'Balance' page? It has to be a bug. Not the end of the world but when the amounts come up in dollars it can be confusing.

So, what with closing down all outstanding support cases whether fixed or not, now this weirdness, there's definitely something strange going on in AS Support Land.

R2

We didnt close all outstanding cases, only a few that were several weeks old, and older.

It would appear that page on our site hasnt been recoded to take you to the international eBay for the flag selected. I'll see that the programmers are informed.

Sara

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Originally posted by Sniper Sara B.:
We didnt close all outstanding cases, only a few that were several weeks old, and older.

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You closed all my outstanding cases after emailing me then ignoring my responses that they were still existing problems. Why?

Any chance you could provide feedback on my other points?

Thanks for passing on the info. to the programmers...

R2

We closed all cases that were like 1 month to 1.5 years old. Your just musta got in there somehow, or been older than a month. Someone hit the wrong button and they got closed, rather than just reminders. But what's done is done, important issues can be resent. 99% of cases closed were ones where people had received their answer and they just didnt close the case. Most people dont close the case as they should. They get their answer and close their browser without closing the case out. Thus we had nearly 30,000 open cases going very far back.

The pages you mentioned now link to eBay.uk when the UK flag is selected.

Maybe people don't close the case because the support page says they are automatically closed after 10 days with no response. Not complaining... just a thought...

I hadnt closed mine because the close button is hidden waaaay waaaay down the bottom of the page and I didnt see it. I think they should move the close case button to under the reply from support.

Lexie

Yes, Lexie, you ae right. Even though I know it is there, I forget about it!

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The pages you mentioned now link to eBay.uk when the UK flag is selected.

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Yep - fixed - thanks!

R2

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hadnt closed mine because the close button is hidden waaaay waaaay down the bottom of the page and I didnt see it

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I think that's it too, we're going to make it easier to find I think.