I've moaned about HA before. The payment methods (wire payment for big orders, no VISA or Paypal) are draconian, but it's not the end of the world to do a wire transfer. In fact, with my current order, they received the wire transfer the same day I sent it.
My biggest issue is that they never keep my shipping instructions on file, despite my having filled out the shipping instruction form multiple times, and every time checking the "keep on file" box. I also always write on the form that I want them to bill the shipping and customs fees to my corporate Fedex account, and to also keep this info on file for all future purchases.
I called HA customer service after the most recent auction and, miracle of miracles, they did have the shipping instructions on file.
But they had no record of my Fedex shipping instructions or my account number.
I emailed my corporate Fedex info to the customer service person, asking her to add it to my file and to use it for all future purchases, including the current one.
She wrote back immediately: "Done!"
That was on May 16th. Then I went on holiday.
Today I called to see why my package still hadn't shipped yet. Surprise, surprise: my Fedex shipping info wasn't in my file. The person who took the Fedex info from me on May 16th said that she wasn't sure if she should add my company name to my HA account info, so instead she didn't do anything at all. Didn't call me or email me to ask me about it. Didn't add the Fedex info to my file. Didn't arrange to ship my package. Just. Did. Nothing.
But today she said she'd take care of everything "right away", find out where my package was, and get back to me "today" with info on when it would ship.
It's now end of day, and nada.
C'mon HA. This is really basic stuff! Why do you insist on making it so frickin' difficult!? You've got my money, you've got my shipping address, you've got my Fedex account info. Just ship it!
I'm willing to bet that after the next auction, I'll be going through the same *spoon* all over again.
Please email me at: firstname.lastname@example.org I will talk to the "powers that be" and, hopefully, get this taken care of for you once and for all. I will be at the Philly show this weekend, so it might be best to email me on Monday. -Steve