EXCLUSIVE!!! Lesson Learned: AUCTIVA Calls ColderICE & Puts Out The FIRES!!!
Are you listening to the social media “reporters” and community? WELL you had better start! Auctiva, the eBay 3rd Party developer, have now got their ears on! They are listing to YOU, they heard YOU and they responded to YOU!!! I was just the guy that took the call.
After yesterday’s informative and balanced call, on the B.S. Walks show, thanks to an informed user community. Auctiva reached out to us here at ColderICE.com and agreed to come on a call with your boy! They did NOT ask for anything scripted, they simply wanted to talk about the situation with the virus and what they LEARNED about communication in a social media world.
This is a call with the DIRECTOR of Marketing, Spenser Smith that I just wrapped up about 15 minutes ago and it is VERY reveling, open and honest. I can only imagine now how this must have been from the inside looking out. Man, Spenser gives us much insight. And he also talks about how things that worked in the “old days” for communication, simply are NOT ready for prime time Web 2.0.
Listen as he details how his team scrambled from inception to communicate with the community in the old ways, but alas, they STILL saw it escalate due to the lack of a social media communications component. “We”, you and I and all of the tools like Twitter, Facebook and blogs are the NEW medium and will no longer be overlooked by AUCTIVA!
The are ready, willing and able to make changes internally and that is a GREAT thing. Auctiva, is a BETTER company in spite of the hurdle. This is a lesson in social media, played out in real time. And any company that is willing to embrace the communication platforms of social media will, by the nature of that acknowledgement, be MUCH better for it. THANK YOU SPENCER and AUCTIVA!
BTW…A pretty girl in a fire suit, just makes me feel better, LMAO!!!
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Be in it to win it
Conversion Conference
Excellent that you got them to come and talk to you, quite a coup. Now, I have some specific questions that Spencer did not address and comments to make:
1- Why did Auctiva tell us to disable the protection on Firefox and go ahead and use the site if it was not safe (they were doing that as early as Saturday morning, as I recall.)
2- Why did they not stress to folks who didn’t know about clearing their caches that if they didn’t do so, they could still get infected.
3- Note guys, if we get the Red Screen of Death when we try to go to your site, we’re not going to go to your forums to find out info. Surely you can send out a broadcast email to people, or heck, create a Twitter account not directly linked to the site so you can send out messages (or maybe they can just contact John here, eh?)
4- Hey Spencer, on your message that was posted yesterday (FAQs about Malware) you state “If they were using the latest version of reputable antivirus software, they would have avoided contamination.”
Ahem. Even with a good anti-virus software package, if people didn’t know to clear their caches (or know how important it was to do so), they still potentially could have been infected.
Bottom line, I appreciate Spencer coming here and doing a Mea Culpa for the company, but it should have been done much sooner. Early damage control limits the damage. Just my NSHO…
Excellent that you got them to come and talk to you, quite a coup. Now, I have some specific questions that Spencer did not address and comments to make:
1- Why did Auctiva tell us to disable the protection on Firefox and go ahead and use the site if it was not safe (they were doing that as early as Saturday morning, as I recall.)
2- Why did they not stress to folks who didn’t know about clearing their caches that if they didn’t do so, they could still get infected.
3- Note guys, if we get the Red Screen of Death when we try to go to your site, we’re not going to go to your forums to find out info. Surely you can send out a broadcast email to people, or heck, create a Twitter account not directly linked to the site so you can send out messages (or maybe they can just contact John here, eh?)
4- Hey Spencer, on your message that was posted yesterday (FAQs about Malware) you state “If they were using the latest version of reputable antivirus software, they would have avoided contamination.”
Ahem. Even with a good anti-virus software package, if people didn’t know to clear their caches (or know how important it was to do so), they still potentially could have been infected.
Bottom line, I appreciate Spencer coming here and doing a Mea Culpa for the company, but it should have been done much sooner. Early damage control limits the damage. Just my NSHO…
Listen, I like Auctiva’s services and I use them but there is a lot of very annoying stuff in this interview.
A) If you knew on Thursday, why was Monday the first time you emailed about it?
B) Why does Spencer keep justifying that he didn’t understand why people didn’t know what was going on when Auctiva posted all the info to their forums? Um, the forums that were blocked? The forums no one could access? That’s like writing us a letter and hiding it in your drawer and wondering why we didn’t read it.
C) I understand that their twitter account had issues. But there are a lot of different ways they could have contacted members to let us know what the heck was going on before that way too late email. We were totally in the dark for days and everyone assumed the worst. Sure, we are customers that technically don’t pay anything but that doesn’t make us any less deserving of knowing what’s going on.
When I thought Auctiva only knew about this on Sunday, I could forgive them for not telling anyone until Monday. But finding out how long they knew before they told anyone rather ticks me off.
The only other thing I wish you had asked is about how they recommend people turn off their virus settings. It seems like that was a knee jerk reaction on someone’s part and outside of the official stance since Spencer just did a little PSA about having virus protection.
Listen, I like Auctiva’s services and I use them but there is a lot of very annoying stuff in this interview.
A) If you knew on Thursday, why was Monday the first time you emailed about it?
B) Why does Spencer keep justifying that he didn’t understand why people didn’t know what was going on when Auctiva posted all the info to their forums? Um, the forums that were blocked? The forums no one could access? That’s like writing us a letter and hiding it in your drawer and wondering why we didn’t read it.
C) I understand that their twitter account had issues. But there are a lot of different ways they could have contacted members to let us know what the heck was going on before that way too late email. We were totally in the dark for days and everyone assumed the worst. Sure, we are customers that technically don’t pay anything but that doesn’t make us any less deserving of knowing what’s going on.
When I thought Auctiva only knew about this on Sunday, I could forgive them for not telling anyone until Monday. But finding out how long they knew before they told anyone rather ticks me off.
The only other thing I wish you had asked is about how they recommend people turn off their virus settings. It seems like that was a knee jerk reaction on someone’s part and outside of the official stance since Spencer just did a little PSA about having virus protection.
Excellent that you got them to come and talk to you, quite a coup. Now, I have some specific questions that Spencer did not address and comments to make:
1- Why did Auctiva tell us to disable the protection on Firefox and go ahead and use the site if it was not safe (they were doing that as early as Saturday morning, as I recall.)
2- Why did they not stress to folks who didn’t know about clearing their caches that if they didn’t do so, they could still get infected.
3- Note guys, if we get the Red Screen of Death when we try to go to your site, we’re not going to go to your forums to find out info. Surely you can send out a broadcast email to people, or heck, create a Twitter account not directly linked to the site so you can send out messages (or maybe they can just contact John here, eh?)
4- Hey Spencer, on your message that was posted yesterday (FAQs about Malware) you state “If they were using the latest version of reputable antivirus software, they would have avoided contamination.”
Ahem. Even with a good anti-virus software package, if people didn’t know to clear their caches (or know how important it was to do so), they still potentially could have been infected.
Bottom line, I appreciate Spencer coming here and doing a Mea Culpa for the company, but it should have been done much sooner. Early damage control limits the damage. Just my NSHO…
Listen, I like Auctiva’s services and I use them but there is a lot of very annoying stuff in this interview.
A) If you knew on Thursday, why was Monday the first time you emailed about it?
B) Why does Spencer keep justifying that he didn’t understand why people didn’t know what was going on when Auctiva posted all the info to their forums? Um, the forums that were blocked? The forums no one could access? That’s like writing us a letter and hiding it in your drawer and wondering why we didn’t read it.
C) I understand that their twitter account had issues. But there are a lot of different ways they could have contacted members to let us know what the heck was going on before that way too late email. We were totally in the dark for days and everyone assumed the worst. Sure, we are customers that technically don’t pay anything but that doesn’t make us any less deserving of knowing what’s going on.
When I thought Auctiva only knew about this on Sunday, I could forgive them for not telling anyone until Monday. But finding out how long they knew before they told anyone rather ticks me off.
The only other thing I wish you had asked is about how they recommend people turn off their virus settings. It seems like that was a knee jerk reaction on someone’s part and outside of the official stance since Spencer just did a little PSA about having virus protection.
I am listening and READING all comments as they come in. EVERYTHING here will be sent there to Auctiva and NOW we all know they are listing.
I am listening and READING all comments as they come in. EVERYTHING here will be sent there to Auctiva and NOW we all know they are listing.
I am listening and READING all comments as they come in. EVERYTHING here will be sent there to Auctiva and NOW we all know they are listing.
Still blame on the user who was not at fault but who should have just checked the forums…forums they could not reach.
Colderice, I am disappointed in your reaction. I think they played you.
Still blame on the user who was not at fault but who should have just checked the forums…forums they could not reach.
Colderice, I am disappointed in your reaction. I think they played you.
Still blame on the user who was not at fault but who should have just checked the forums…forums they could not reach.
Colderice, I am disappointed in your reaction. I think they played you.
I can NOT be “played” cause I don’t have strings
Lin. Momma told me when I was a boy…you can not please everyone, so I NEVER try. The point about the forums is only PARTIALLY true. You actually COULD get to the forums all weekend, and I pointed to them right here…
http://3rdpoblogs.com/colderice/2009/02/22/i-am-floored-auctive-now-says-drop-your-protection-infection-is-over-huh/
In reality the forums were only DOWN officially on Monday. However, you COULD get to them all weekend, if you dared to go past the warning.
So I give you partial credit and him partial credit. That was NOT a hill I thought was that important to “fight on”…he already admitted that ALL communication was weak and that was very reason why he called me.
My honest opinion is that I did not feel that he was “blaming sellers”, but I may need to re-listen and see. To me, he seemed to be saying that they DID what they “thought” was best. I really wanted to know WHY we did not get any email till Monday! That was my BIG issue and he knew that was B.S.
I am not a person to kick a man that has humbled himself to speak with me on MY terms, that is just not in my nature EVER. I always let a person have an out, that builds trust in them and character in you. I like to “do unto others as I would hope they would do unto me” if tables were turned.
Another thing Momma said…The “arse” you KICK on the way up is the same “arese” you KISS on the way down. It has served me well in life.
I can NOT be “played” cause I don’t have strings
Lin. Momma told me when I was a boy…you can not please everyone, so I NEVER try. The point about the forums is only PARTIALLY true. You actually COULD get to the forums all weekend, and I pointed to them right here…
http://3rdpoblogs.com/colderice/2009/02/22/i-am-floored-auctive-now-says-drop-your-protection-infection-is-over-huh/
In reality the forums were only DOWN officially on Monday. However, you COULD get to them all weekend, if you dared to go past the warning.
So I give you partial credit and him partial credit. That was NOT a hill I thought was that important to “fight on”…he already admitted that ALL communication was weak and that was very reason why he called me.
My honest opinion is that I did not feel that he was “blaming sellers”, but I may need to re-listen and see. To me, he seemed to be saying that they DID what they “thought” was best. I really wanted to know WHY we did not get any email till Monday! That was my BIG issue and he knew that was B.S.
I am not a person to kick a man that has humbled himself to speak with me on MY terms, that is just not in my nature EVER. I always let a person have an out, that builds trust in them and character in you. I like to “do unto others as I would hope they would do unto me” if tables were turned.
Another thing Momma said…The “arse” you KICK on the way up is the same “arese” you KISS on the way down. It has served me well in life.
I can NOT be “played” cause I don’t have strings
Lin. Momma told me when I was a boy…you can not please everyone, so I NEVER try. The point about the forums is only PARTIALLY true. You actually COULD get to the forums all weekend, and I pointed to them right here…
http://3rdpoblogs.com/colderice/2009/02/22/i-am-floored-auctive-now-says-drop-your-protection-infection-is-over-huh/
In reality the forums were only DOWN officially on Monday. However, you COULD get to them all weekend, if you dared to go past the warning.
So I give you partial credit and him partial credit. That was NOT a hill I thought was that important to “fight on”…he already admitted that ALL communication was weak and that was very reason why he called me.
My honest opinion is that I did not feel that he was “blaming sellers”, but I may need to re-listen and see. To me, he seemed to be saying that they DID what they “thought” was best. I really wanted to know WHY we did not get any email till Monday! That was my BIG issue and he knew that was B.S.
I am not a person to kick a man that has humbled himself to speak with me on MY terms, that is just not in my nature EVER. I always let a person have an out, that builds trust in them and character in you. I like to “do unto others as I would hope they would do unto me” if tables were turned.
Another thing Momma said…The “arse” you KICK on the way up is the same “arese” you KISS on the way down. It has served me well in life.