Can't delete snipe, support not answering.

Whoops. I should have stated that I also filed a case with support, and that's where I got the reply saying it would take a few more days. Well, it's 10 and counting.

I'd go back to the support case and ask this question there...

R2

quote:

or does technical support usually take weeks?

They are usually fairly quick on responding.

quote:

They are usually fairly quick on responding.

Not when we've put you into the 2 week answer queue. Lol.

We did originally reply within 22 minutes, and then on the last case replied within 2 minute. 2 cases, average reply time of 12 minutes. We suck! The case was sent to an engineer to investigate. That particular programmer was mid way though a 2 week vacation. As a support person we dont know who exactly works on what, or whether they're off on vacation or when. The item had already ended and did not appear urgent. It will be resolved soon.

Yeah, thay replied in 22 minutes, saying, please wait. I did. 10 days without anything. I replied, asking "it's been 10 days, what now". No answer to that. (still). So I filed a new case. The answer, 2 minutes later was to wait.

So yes, I got a reply in an average of 12 minutes, saying I should wait. Gee thats impressive support! You could have an automated site do that, so I say YES, YOU DO SUCK! Fairly quick on responding, but really slow on solutions, in my experience. And don't call me inexperienced because I'm a "sniper in training" here, that only means this is the first time I couldn't figure out my own problems, and I don't chat on the forums, driving up my number of posts.

Yes, the item is ended, and it's really not a big issue; but still it's a valid bug, and I'd like a solution. The average time on that is over a week and still increasing. But at least I get sarcastic remarks from support in this forum here. (I thought that was my job! )

Also, both cases show a status of "Hold - Proposed resolution. We have sent you a resolution and are awaiting your response " WHAT?!?
No resolution had been sent, so I opened the new case wondering if the first one was being ignored due to mistakenly being marked "hold"; and I was afraid my case would be closed since the "hold " status requires me to send back my results in 10 days or the case is closed. Seems to me they should both show "Open - Investigating. We are investigating your issue and will e-mail you when we have a resolution ". Maybe I should file a new case daily, squeaky wheel theory?

Perhaps this could have been assigned to someone who was not out on vacation? (Seems pretty obvious.) And, wouldn't this person have been back a while now?

Anyhow, I'm not actually mad about this, just kind of amused that what seems to be a simple problem is turning out to be so difficult. Just like normal, I don't have easy problems because I'm Special :~)

I think closed snipes can now be deleted. At least mine ae working now.

Good ol' AS Support - never fail to amaze. I had an email from AS showing last month's totals for my snipes which didn't add up. Being the switched on cookie (don't delete me Mrs M) I forwarded it to support@auctionsniper.com (an address from which I've received email in the past) and got a one line response back:

quote:

It should include snipe insurance fees which exactly equal .85.

- michael

That's OK then - no need to explain what went wrong, let alone apologise for the confusion! (I'm being sarcastic - there is every need.

Not having had much of an explanation, I then asked if it was a bug and got:

quote:

A bug or oversight, and an annoying one, as you and a bazillion others are justifiably confused by this. This isn't the first month either. grrr.

Please use the support link http://support.auctionsniper.com for support cases: this area is obsolete.

Thanks,
Michael

At least he said thanks!
So, what ever happened to the word 'Sorry'. Are AS Support uncaring or worried that 'sorry' implies acceptance of fault.
As mentioned elsewhere - AS is a great product but their support can leave a lot to be desired.

R2

I'm geting pertty frustrated with this now. NO SUPPORT, AND I'M BEING IGNORED!!!! Both my cases are marked as "HOLD" like I've been given a solution. I filed a new case as follows ---

"I have been sent a message to respond to my 1st open support case, #177211.

"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
8/28/2005 9:00:19 PM."

Total BS.
That was my last cry for help, not your last reply. All I ever get is a quick responce telling me to wait. I was amused by your incompetence at first, but now it‘s getting sickening.

And another thing, both my cases show

" Hold - Proposed resolution We have sent you a resolution and are awaiting your response "

Total BS again!!!
You have never sent a resolution, and then nobody works on the issue because it‘s marked as solved.

Is there any REAL support availible?
Please give me a REAL case.
Do not mark as "HOLD", be correct and honest, put it in as "OPEN"."


So there you have it. I'm no longer amused since I'm being told to respond (to myself, actually) while I'm actually being ignored. At least they could show the correct status of my case(s) and occasionally tell me they are still working on it. Christ, I'm just trying to delete or cancel an old snipe, how hard can this possibly be?

Support should give seminars on how to annoy customers and make them go away.

:( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :( :(

Single message only allotted 100 emoticons???

Lets see....
:p