New Communication Feature

NHMOOSE, thanks for your comments, as always they are welcome, However, I'm somewhat confused. What "ongoing server outages" "lack of having the servers working", "lack of the notification servers working" are you talking about. We experience one outage on 8-13-06 and a minor mail server outage back in April, a photo server problem in January and an item posting issue in November 2005. All of which were addressed and fixed in less than 12 hours. Hardly ongoing.

We strive to give you the same level of service you get from other service providers you use, like the electricity company, the phone company, etc. We strive to give you a "dial tone" every time you use AuctionArms. We think we do pretty good in that regards, however, as in anything there is always room for improvement and we continually work to reduce any outages.

Now, I understand as a customer you've paid quite a bit of commissions over the years and we appreciate your business. Have you ever thought about why? Well, I'd venture because we've been successful in providing you with what you expect, with a market to move your items at a profit. If we didn't you of course wouldn't be taking the time to voice your concern.

Now, with regards to the messaging issue. This new messaging service grew out of needs in several areas.

One, sellers were constantly complaining about deadbeat bidders. Many of these "deadbeats" are just that. Many others, and from experience a majority or large minority of them, turn out to be Gun lovers that are remedial PC users. They have no idea what a SPAM blocker is, how, it works, or how to fix it so they can receive email from their sellers or from AuctionArms. The same can be said for many sellers. As a result, communications on a whole were not being effective and too many of your combined sales were being lost for no other reason than "failure to communicate".

Sure, some of you say you have no problems with communication, scrap the new message system. Well, if you'll recall, many of you complaining about the new message system were the very same folks complaining about deadbeats and AuctionArms "need" to do something about it. They insidious thing about this problem is you could be having all sorts of problems and never know it. The endless disputes I've gotten into over this issue usually resolves itself when folks actually CHECK their SPAM folders and filters. Human nature being what it is, we will all take the easy path and blame the other guy, and blithely go through life grumbling about those "deadbeats" who won't communicate. Yes, I realize change is hard.

A second major reason for the new messaging system is Many of the disputes I work are of the type where a seller says "I sent 3 email and got no answer, he's a deadbeat". The other side of the story is frequently an echo of the same complaint. "Did, not, I sent 3 emails and the guy won't answer me, I think it went too low and he doesn't want to go through with the deal". Turns into a "he said/he said" mess. Many times one or the other is making a bald faced lie and is laying down a smoke screen as delaying tactic to send me and the seller (or buyer) off on a wild goose chase gathering email sent (if they were kept) to prove communications were attempted. Many times it turns out both parties unknowingly had their SPAM filter tweaked so high, a message from the Lord almighty would have gone straight into the SPAM folder to keep company with the "Viagra" and "Letters from relatives of Nigerian Ministers" SPAM. The messages method gets around this very problem and provides "Proof positive" record of when and what communications were sent. Indeed it is a cheap insurance policy that provides you with proof you've complied with all requirements of the Terms and Conditions for a sale should a dispute arise.

A third major reason for instituting the messaging system, and one that continues to plague us today since we've allowed the alternative of using email, is the dirty little problem of off auction sales. No, of course, none of you here could possibly ever be responsible for this sort of activity, of course not! However, there are folks in this world who, if you are not vigilant about security, will slip into your house or business and steal you blind without a second thought. Think of off-auction sales as the internet equivalent of shoplifting. Now, how many of you lock your shops up at night? Your home? Your car? How many carry concealed? Why? Isn't that a terrible inconvenience and now to insure security of your possessions you have to carry and to keep up with your keys. Why, it's the police's fault. They should do something about all this so I am not inconvenienced with dealing with my own business and personal security or having to safeguard my possessions. It's an outrage I tell you. Think I'll teach them, I'll move to _____ (fill in a destination where they are sure to have the same or worse problems).

Messaging helps this problem, does it solve it completely? No. But if we can't get a handle on this problem, we'd be forced to do something we haven't done since we put the system on a commission percentage basis. The same thing that all store front sellers do as a matter of course to cover the costs of shoplifting...raise our prices (Horrors). I can't imagine HOW shrill the uproar would be if we did that. LOL!

No, we need your help to devise ways to make this communication system work and to tighten up security while avoiding raising prices.

With those objectives in mind, We'd sure appreciate making some lemonade out of lemons. Some constructive criticism and suggestions from you our good customers would be very helpful. Endless general complaints are really not all that helpful.

OK, you know the mission and objectives, help us develop the plan of attack on how to make this message system work for you.