14 November 2002
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Thank you for giving us the opportunity to respond to this complaint.

The Company has never hidden from the fact that the unprecedented success at
the start caused substantial problems.

Massive systems failures which caused
the loss of large quantities of bidder information, together with other more
practical problems meant that despite the best efforts of the company and
its employees, many customers did not recieve the level of satisfaction that
we strived for.

As a result of the level of problems, the Company took the decision to
outsource the customer services function to a call centre facility.

Unfortunately, this did not work as well as we had hoped, and a number of
already disatisfied customers became yet more disatisfied.

As a result of this, we have now taken the customer service function
in-house, and are able to deal with any complaints as soon as they arise.

In
the case of Mr Wallace, you will find in fact that he has now had all
missing items, and the company apologises unreservedly for any inconvenience
caused to him.

For future reference, can we ask that any complaints are directed to the
Customer Services Manager direct, who can be contacted at
XXX - and they will be dealt with immediately.

Regards

Customer Services
Auction-World.TV