EcommerceBytes-Update, Number 48 - September 29, 2001 - ISSN 1528-6703 Previous |
Letter to the Editor
Good Morning:
I finished reading this new update & was not surprised to read that AuctionWatch was having trouble. I used AW for over a year & during that time my confidence in them became less & less. If we had a problem or wanted an answer to a question about their hosting service, you would send an email but NEVER got an answer. There was no phone number to call or any other method to contact anyone at AW.
They forced me to look elsewhere for the same or better service, which I found at Auctionworks.com. They not only answer emails the same day, but you can call them on their toll free "800" phone number. They also have a training period where someone from Auctionworks calls you & works with you several times for a period of at least two (2) hours. This is how professional services are supposed to operate, not like Auction Watch. I had told a friend that if [Auction Watch] continued to operate in this manner, it wouldn't be long before they would close. I am sorry that they didn't change, because they were my 1st hosting company. I even sent an email to the CEO (R.Sales) complaining of this no contact experience, but to this day, no answer. That's when I knew they were not long for this world. Too bad, they have a nice software package for hosting. I don't like to hear that companies starting on the road to closing or selling out, but "if" there is bad management, they should get better people to operate it.
Best Regards,
P.
Dear P.,
People have urged me to write more about customer service at companies, but it is difficult to measure the quality and consistency of customer service of all the auction sites and services. Not to mention that things change over time.
Managing a company takes a lot of resources and is even more challenging in this economy, but customer service should ALWAYS be a top priority. Successful auction sellers know this first-hand.
Ina
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