I have a number of open support cases.

Today I received this:-

quote:

---

Hello,

We would like to remind you that you have an open support case, and we are
still waiting to hear back from you. Our last reply to you was made on
2/23/2004 11:52:59 AM.

To check the status, or close the case, please click on the link below:
http://support.auctionsniper.com/thread.asp?cid=999999-blah {id faked by me!}

If you don't reply to this case within the next few days, we'll assume
your questions/issues have been resolved, and the case will be closed.


Thank you,

Support
AuctionSniper.com
http://www.auctionsniper.com

---

When I responded, saying that the case is still open as the problem still exists I got this:-

quote:

---

Sorry about that. We were closing old cases, and instead emailed you. You can ignore and delete. But to address any concerns, the email did come from Auctionsniper. Our apologies!

michael
senior technical support

---

...and the case was closed.

Sadly, I am now going to have to re-do all my support cases where the problems still exist.

I am not a happy bunny!

R2

I got one from a year ago! I should sure hope it was solved by now!!

I got three open cases emails too.

Two of them I was happy to close as the problem had been explained - not resolved, but they couldnt be resolved.

The last one was to do with the feedback feature not working. Well that one hasnt been finalised as no one has told me its fixed and I was told to use the ebay feedback system.

Guess they were doing some house cleaning.

Lexie

I got one of those e-mails so I responded that they hadn't ever fixed my problem. And, again, they responded that they were cleaning up and closed my "issue" without resolving it.

What are they doing?
A.

When I worked on Support for a software company, the only time a case could be closed was in agreement with the customer. Usually it was 'cos we'd fixed the problem, occasionally it was agreed that it would be fixed in the future and very rarely 'cos it was never going to be fixed.

We never took it upon ourselves to close support cases in the manner that AS have here. In my case, despite responding that the problem still existed, the case was closed.

Either someone is trying to make their clear-up stats look good (could it be pay-rise time) or there has been a huge cock-up.

Still not impressed...

R2