I quite agree. But the company should have Service Level Agreements with its authenticators so that requests are turned around within "x" days and that information should be made public in some format. So, for example, the Brand "A" authenticator doesn't work, doesn't have a family so can turn requests around the same day, add on a day for office admin and Brand A authentications take 48 hours. Brand "B" authenticator, however, is exceptionally busy and requires 3 days for a request, add on a day for office admin and Brand B authentications take 4 days.
I think if something like that were published then it would stop a lot of the complaints and follow-ups, leaving the admin side time to deal with server etc issues. If people were seeking a pre-authentication on a potential ebay purchase then such information also stops them wasting money as they know whether A4U will have time to turn the request around before the end of the auction or not.
I think waiting a few days for an authentication is acceptable. I think weeks is not.
I have no axe to grind either way but I think trotting out the same old excuses is getting tired. I don't doubt there are problems but so many technical problems in this day and age? There needs to be back up for the office when Lesley is out dealing with all these family members (it's the UK - put someone on a zero hours contract and use them when needed).