Hello Barb,
Thank you for your honest and quality questions. I understand that from an outside perspective it can seem as though any situation where a snipe isn't placed would appear to be a single problem, but it's not always that clear cut.
Please know that I am not a programmer, so I will explain this as nontechnical a manner as possible.
There were two problems that occurred in the last 72 hours. The first was equipment failure which caused customers not to be able to access the website and for snipes to be missed/not placed. The second problem was a programing error, related to database maintenance, which caused several snipes to be placed hours early.
I am not blaming the problem a customer encountered earlier this month on the recent equipment failure, nor am I in any way trying to deceive you or spin the facts. I am simply saying that every time a snipe is missed it (unfortunately) cannot be attributed to the same problem. Believe me if it could be, my job would be much easier.
No one here at Auction Sniper feels the burden of technical or other failures more than me. I accept full responsibility for any problems that customers encounter when using our services.
That being said, I am proud that the two week period between September 5 and September 18 saw a 99.48% success rate for snipes won, and a 99.77% success rate for snipes placed.
The two week period between September 19 and October 2 dropped to a success rate of 98.39% success rate for snipes won, and a 99.31% for snipes placed.
That increase from a .52% failure rate to a 1.61% failure rate is directly related to the two problems previously mentioned.
I wish those failure numbers were 0, believe me I do, but I can assure you that we are committed to providing you with
the best service for your sniping needs.
Respectfully,
Steve
Auction Sniper Product Manager