NEW YORK (ACNI) – Over the weekend of Dec. 6 and 7, LiveAuctioneers.com’s Support Team specialists were called upon to provide emergency assistance after auctioneers began phoning in to report an eBay Live applet failure. Of the 52 LiveAuctioneers-supported auctions conducted over the weekend through eBay Live, 42 reported having difficulties with the applet – the onscreen window through which bids are transmitted to auction houses in real time.
“The first call came in to our emergency line around 11 a.m. Eastern Time on Saturday,” said LiveAuctioneers’ client services manager John Tona. “The calls increased as more and more auctions started up. All of the callers described a slowness on the applet – that it was not responding.”
As auction traffic increased, the applet reduced to being completely unresponsive. “Anytime it’s an applet issue, we know the problem is on eBay’s end,” Tona said. He contacted eBay immediately after receiving the first trouble call and testing the applet to confirm there was a problem.
“Around 11:30 we received a confirmation from eBay that there was, indeed, trouble with their applet,” Tona said. “Initially, it was blamed on the high volume of traffic, but when eBay advised that they would resolve the problem by restarting their servers, we knew traffic volume had not been the cause.”
When the applet’s lack of functionality began to recur on Sunday, Tona again contacted eBay, only to learn that they had mistakenly restarted the front-end servers the day before. “In actuality they should have restarted the back-end servers. Once they restarted the correct servers, everything worked fine.”
The applet problem affected auctions intermittently for approximately two hours on Saturday and five hours on Sunday. “Auctioneers were frustrated, and some were angry, but they realized it was not LiveAuctioneers’ fault. We were trying to help them and had four Support Team members working ’round the clock to monitor the situation and keep auctioneers informed. One of the members stayed in constant contact with eBay.”
Many auction house representatives praised the assistance they received from LiveAuctioneers. Michael Whelchel, IT director for the Charleston, S.C., auction house Estate Road Show, said he gives “high marks to LiveAuctioneers. In the middle of this mess, they continued to answer the phone and help as much as they could, even though there was nothing they could do about it. If they didn’t answer the phone immediately, they’d call back within two minutes. Any other company would have given up. We know from this experience that we’ll be using LiveAuctioneers in the future … Of course, eBay Live was not answering their phone.”
Estate Road Show’s auction of fine and costume jewelry from the estate of the late Connecticut antiques dealer Louise Mondani Graham was halted when it became clear that Internet bids were not coming through properly. The rescheduled sale will take place on Sunday, Dec. 14, with an announcement of details soon to appear on the auction company’s Web site: www.estateroadshow.com.
Gulfcoast Coin & Jewelry of Ft. Myers, Fla., similarly canceled its major auction of high-end coins after a problem was detected. “Only nine or 10 items had sold through the Internet, which was unusual, and when we saw that there was only one bidder online for the types of important coins that were in this sale, we knew something had gone wrong,” said Barbara Mehringer, who handles all Internet transactions for Gulfcoast. “We had a call from France this morning from a person who was very upset that he had not been able to bid …We plan to relist the entire auction, intact, for next Sunday, the 14th.” Mehringer said that in spite of the frustration and disappointment they experienced, Gulfcoast was very pleased with the support they received from LiveAuctioneers.
Skinner’s live auctions specialist, Nicole Nicas-Rovner, said their auctions of Fine Oriental Rugs & Carpets don’t garner the same level of Internet participation as their other sales, but that it was “still a disappointment” when the applet froze during their Dec. 6 Rugs event. Nicas-Rovner suspected it was a traffic-related problem.
“(An applet freeze-up) almost never happens to us,” she said, “but earlier in the day I remember thinking it was unusual that so many sales were going on at the same time. Our sale started at noon, but our catalog listing didn’t show up till the second page of auctions on eBay because there were so many starting earlier that morning. The second time the applet locked up, I knew it was an online system problem. We called LiveAuctioneers, and they were very attentive. They always are.”
It wasn’t just auction houses that were upset about the applet situation. John Tona said LiveAuctioneers also received more than 1,000 phone calls over the weekend from disgruntled bidders. “Auction houses were directing them to us, which was perfectly appropriate, since the auctioneers didn’t know how to respond to their questions,” he said.
Tona said LiveAuctioneers anticipates receiving an official response from eBay soon that will pinpoint the cause of the applet malfunction. In the meantime, eBay is crediting back the catalog setup fees paid by all 42 auction houses that experienced a problem.
Julian R. Ellison, CEO of LiveAuctioneers, commended his team for the way in which they responded to the applet meltdown. “We have always prided ourselves in the level of customer service we deliver,” Ellison said. “During this unfortunate event, whose cause and remedy were beyond our control, we showed auctioneers that it’s not just hollow words when we say we care about their success and will support them 100 percent. After the 1st of January, LiveAuctioneers will implement its own state-of-the-art platform. There won’t be any more eBay Live. From that point forward, any problems that might arise will be immediately identifiable in-house, and it will be our team – not a remote company – that is responsible for rectifying them. We are absolutely ready for that responsibility and know that auction houses will be very happy with the prompt service they receive.”
Ellison added that this week’s edition of the LiveAuctioneers e-newsletter – which is sent out free to opt-in recipients every Wednesday – will include links to the electronic catalogs for all rescheduled auctions, as well as newly listed auctions. To subscribe, log on to https://www.liveauctioneers.com/news/newsletter.html.
Copyright 2008 Auction Central News International. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.
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