You raise the point that many of us allege that eBay CS is populated by robots. Whether that is true or not, judging by meaningless responses received, I don’t know for sure. I know the entities give themselves names, but so did HAL2000.

But, if I have something done by a robot or a human, all I want is for it to be done right and then I don’t care so much. If I have a robot serving my coffee, I want it pouring consistently in my cup. A current eBay CS “robot” would be pouring tepid water (saves the cost of heating and the beans) on the floor some distance away from where I was sitting, long after I’d left the room.

Are you being sarcastic or are you serious?

Personally I would recognize I need more man power, and wouldn’t just pay the few people I employ to begin to hit an auto button because I am to cheap to pay for the necessities of optimal customer service.

Too cheap is accurate they actually do have the money to employ a reasonable number of employees to accomplish some customer service- they have absolutely zero- as mentioned the live chat reps don’t have the authority to make decisions and worse they don’t even have uniform information, clearly indicating that eBay doesn’t bother to train and educate their employees.

Just last week I read an article in which eBay was gloating about their 5 billion in the bank – debt free business – and their projection of an additional 3 billion by the end of 08.

They simply lack long term vision, are cheap, and ruthless

If all of you customer service reps feel overwhelmed you need to take that up with eBay. As customers we have the right to ask questions and a justifiable expectation to receive accurate prompt responses. It is eBay who is out of line concerning this issue not their customers.

Bingo! Amazon has Customer Service available for each customer that shops there, this is why they have an exceptional “Buyer Experience”.

Of course Wall Street thinks Amazon’s margins get squezed because of all of that spending. But look at the marketplace that is growing.

eBay traditionally doesn’t commit the resources needed to make something exceptional. The result: they make plenty of profit but they now have a problem retaining buyers.

I like the concept of 24 – 48 hour responses. My experience with eBay is around 96 to get a boilerplate response that has nothing to do with my distinctly asked question. Lather, rinse, repeat…

I think Verizon’s Customer Service reps run circles around eBay’s. For one, Verizon wants to retain my business, while at eBay, I get the idea that they exist as a privilege to me, largely because they know they don’t have many viable competitors. Second, Verizon reps are empowered to help me, including making important decisions that may be financially in my favor. EBay reps, I challenge anyone, are not. Verizon reps operate under the policy that it requires a good deal of money to recapture or find a new customer for everyone who leaves. I don’t know what policy eBay reps operate under, but when I have to argue that a glitch stole $1.50 from me, and get rebuffed, it makes me wonder. Verizon reps do not usually give me inaccurate answers to simple system questions. eBay reps, well…

It is clear that eBay is trying to shave every buck they can from their operations, while still turning in great net profit that would make any other corporation envious. Sorry, when you try to insert yourself into a “user-run” venue and try to milk it through increased control, you will need increased Customer Service expenditures as your control mechanisms run afoul of human behavior.

Let’s see.

Comcast manages to do it. So does AT&T, Verizon, Amazon, and a host of other large companies.

I think the answer is “hire more people”. Simple.

Unless of course you want to keep your bottom line looking good to Wall Street. Wall Street HATES employees. Employees cost money. You have to pay their salaries, benefits, etc. That cuts into your profits. What a drag.

What is the answer to whether an employee can be transparent?

Richard, that’s a rhetorical question for us–only you can answer it. We wait, in hope!

Here’s another question:
If an eBay seller gets another off-topic response from the Customer Service bot, does he/she make a noise?

Answer at eBay Live…

I’m all for giving Richard a shot at carrying out his mission and his stated charter to increase communication and ebay’s listening. Richard, I hope you don’t become somewhat disillusioned like I have after 10 years of having “We’re Community” preached to us, only to find that the original Community Values doesn’t carry much weight and that Community benefits were strictly one-way.

As to the ebay-speak, listening to one of the Town Halls or even Seller OnRamps is like those recent IBM commercials with the jingo bingo game. I don’t think you’ll find many buyers or sellers that appreciate the language even if they understand it.

We do understand the successful corporatespeak of a bygone era, like “The Customer is Always Right.” Ebay doesn’t.

I want to wish you my sincerest wishes in what you are tackling within this blog.

I think that it’s a great idea that new blood was brought in. There will be less “oppinions” being brought to the table. My tenure with Ebay is only a month or two older than yours. I envy you because you have the advantage of real person to person interactions within the Ebay community. I am tackling all of this via a web page.

Ever since the policy change announcements I have been spending huge amounts of time trying to figure everything out. My original goal was to build an online business via Ebay. Becoming an Ebay seller has been put on hold for the time being, bottom line because I’m scared.

I find alot of negativity within the various community areas. This hasn’t helped how I feel.It kick starts ” Where there’s smoke there’s fire.” running through my head.

I have called the call in shows 3 times and the calls wound up disconected while I was speaking 3 times. Accident or purposely done ? I don’t know.

I have followed every news story that I can find and read through alot of the comments when they have been present after an article or blog. These have not helped how I feel.

I have looked up Bain & Company to try to gain insight into who John Donahoe is and even worked my way down the google search on this fact finding venture. I have watched the webcast of the policy change announcements twice. The first time for info and the second was to study body language. I have searched the overall Ebay sight and found a webcast of the ensuing Q&A session.

I research feedback for any member who has posted answers in the AC and have done the same for people who host the workshops.

I have been very thorough.

Statistically only 1 in 5 new businesses will succeed. I look at every thing that I’m doing educational research with the goal of upping my odds for success.

I’m going to jump a little now. I read in one of your posts that your oppinion of Mr. Donahoe was that he is very sincere and committed to everybody’s Ebay. That is also my gut feeling. And I think that everybody really needs to give the man a chance! It seems like everybody complains about what’s wrong but are unwilling to try doing it any other way.

Even though the feedback arena has shifted drastically, would there be any way to put some professional language standards in place? I see too much latitude here. Buyers and sellers have both used feedback to say incredibly disgusting things to one another within a public forum. I feel that this free for all potential is harmful. A person can be nasty without resorting to profanity or the other few restictions. It ultimately cheapens Ebay. Other venues have had no qualms about requiring a professional demeanor. ( I researched all of them too. )

I believe that customer service as it exists today needs a major overhaul. I do not feel comfortable enough to sell with it as it is. Power Sellers and the best customers can access live people. As a would be new seller, I need more help. I want to know that help is a phone call away. The bar has been raised which is a good thing. The feedback changes don’t bother me because it would be MY responsibility to take care of a customer properly. I feel comfortable with my abilities to maintain whatever standards the company wants to aim for. I want the opportunity to be able to learn how to function within Ebay. I want my questions answered in a concise easy to understand manor. I want my answers to come from official sources in a timely manor. The email version of customer support DOES NOT WORK. I don’t feel right about doing a test run with live help to see what I think of them. The oppinion of this feature is not good if you check the AC. One poster even had a post about a new game called ” Bait the Bots ”

I view phone support for ALL users as an investment that Ebay would be making to themselves. Wouldn’t a phone run more smoothly than emails? It is easier to pick up on the nuances if you have audio. I believe that phone support would enhance the ability to deal with the emotional aspects that are present within a problem.

I am also not completely comfortable with the potential for a 21 day fund hold without me being able to access the powers that be. This one just isn’t settin’ straight. I have called Paypal 4 times. Their phone reps have made mistakes in giving me information twice. I have very high standards too and 50% doesn’t cut it. If my funds are subject to a hold I need to see better percentages. How long would a seller last with a 50% rating?

As I stated earlier I would like to build a business on Ebay so any improvements will help me. But I will continue to watch and wait until the dust settles and until I see professional standards and organization within the site. I don’t like going through the Ebay site with an OH – MY – GOD – ! attitude. I can’t tell if Ebay’s overall goal is QUALITY OR QUANTITY. The company’s top tier needs to be more visible.

An ask John show could be a really cool thing. ( the 1% possibility concept ) AND … you know that EVERYBODY would tune in making any sold advertising space worth its weight in gold! ( Well, the man has managed to stir up contraversy. )

And lastly, ( I’m sorry that I’ve chewed your ear off ) Can a really good technical writer be hired to add a more personal, I’m speaking to you touch, to written information. I find alot of what is in the site to be dull and boring reading. A little bit of pizazz would help hold a reader’s interest making it easier to understand. Any audio and visual tools would also enhance absorption.

Richard, thank-you for the time that you spent reading this. I realise that I just added time to a probably already too hectic day. And again, the very best wishes for success!

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But we have this:

We believe people are basically good.
We believe everyone has something to contribute.
We believe that an honest, open environment can bring out the best in people.
We recognize and respect everyone as a unique individual.
We encourage you to treat others the way you want to be treated.

Where is this ‘honest, open environment’?
RBH, you were a curiosity this morning so I looked but it’s just more propaganda.