Did Not Win??

quote:

Originally posted by portcity34:
What do I do to complain to this site?

Isn't that what you're doing?

Sort of, I was just airing my frustration, but I didn't know if there was a person or entity I needed to email to make sure I am not getting charged--or do I get charged only if I win the auction? Why did this happen?? is my biggest concern....any ideas?

quote:

do I get charged only if I win the auction?

Yes.

quote:

Why did this happen??

Karma?

quote:

any ideas?

http://support.auctionsniper.com/

I lost two auctions today due to the bids not being placed, which is the first time I've ever run across this problem? I did send an e-mail to support but I'm waiting for a reply.

I also am having problems getting to the site and have to try at least a couple of times before getting a connection.

quote:

I lost two auctions today due to the bids not being placed, which is the first time I've ever run across this problem?

What's the status on the snipe? What info do you get when you click on the view confirmation button? What's the auction number (link to the auction)? What was your bid amount?

Yes, I usually don't have a problem, but have been getting a few non snipes lately. If it isn't dependable--well?

http://support.auctionsniper.com/

Just a thought BUT did you set the time to the Ebay site time in CA ?

This happened to me twice in the last two days so, whatever the problem is, no one is doing anything about it.

I just submitted a support ticket referencing this thread and the auctions I lost as a result of this malfunction.

The dozens of other snipes I had set DID go off, including the one in-between the two that didn't, so I DO know how to properly set a snipe and all the settings on my computer are accurate.

Auction Sniper is acting up AGAIN, it's no longer reliable, and if someone has another sniper they can recommend, please send me that information ASAP.

I bid on too many one of a kind items to risk having my sniper fail.

Hello,

We have just resolved these issues and are very sorry for the inconvenience.

One problem had to do with a hardware malfunction and unfortunately the other was a human error.

As the manager for Auction Sniper I take full responsibility for this and sincerely apologize. Please contact customer support so that we can credit you for your snipes. http://support.auctionsniper.com

Thanks for your understanding in this matter and know that we truly value our customers.

Steve
Auction Sniper Product Manager

The problem is not the error -- everyone makes mistakes -- it's the fact that it took ALMOST A MONTH to fix it.

The first post on this thread is from September 11 and states, "...happening more frequently now..." which means it started BEFORE Sept.11 and has just now been fixed.

I say again, what are you doing to IMPROVE your service as the status quo is not cutting it.

I'm not interested in a credit -- I want to know it won't happen again.

Please understand that while it may seem so, the problems encountered in the last couple days, and the one mentioned earlier this month, are not in fact the same.

For more information please see the following post here.

Thanks for your continued support,

Steve

Steve, if you look at the first post on THIS thread, this problem has been happening since at least September 11.

These snipes are not being placed AT ALL, as opposed to the problem on the other thread where they're being placed too early.

The placed-too-early problem was, supposedly, caused by a maintenance malfunction last night and has, supposedly, been fixed.

What about the never-placed-at-all problem? That could not have been caused by last night's maintenance malfunction as it has been going on for too long.

Has IT been fixed too? Or are you erroneously attributing it to last night's issue and are not even looking into it?

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

quote:

Originally posted by Sniper Steve:
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.

You rely on a single piece of equipment for this service? I assume any service I pay for has at least a hot backup. Disappointed to find out otherwise.

quote:

The second problem was a programing error, related to database maintenance, which caused several snipes to be placed hours early.

I.E. the time on the DB box was off or you restarted the DB in the wrong timezone. Maybe that isn't what happened, but that should NOT have happened. Not very professional.

I don't expect perfection, but given the fact that I use AS once a quarter, it's clear that issues before Oct 3rd and issues now on Oct 12th means your system is unstable and unable to provide the same level of quality service you once did. I appreciate the candidness and the friendly support, but you've lost my trust and my business.

quote:

Originally posted by ooglek:
You rely on a single piece of equipment for this service? I assume any service I pay for has at least a hot backup. Disappointed to find out otherwise.

I hope you’re kidding. Jumping on the word “equipment” to denote a singular? I’ve not seen the word “equipments”. One definition of equipment is, “things used in equipping.” Now, if I may point out the word “things”. Do you see the “s” at the end of “things”. On a witch hunt, there ooglek?

quote:

you've lost my trust and my business.

- s/he has gone so save your breath R|ck! By their own admission they only sniped 4 times a year so I guess AS will survive without their dollar...

R2