Comments on: eBay Improves on Top 20 NRF Ranking for Customer Service in 2009 http://ebayinkblog.com/2010/01/19/ebay-improves-on-top-20-nrf-ranking-for-customer-service-in-2009/ an inside look at the wide world of eBay, Inc. Thu, 09 Feb 2012 05:43:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Mike http://ebayinkblog.com/2010/01/19/ebay-improves-on-top-20-nrf-ranking-for-customer-service-in-2009/comment-page-1/#comment-18416 Mike Mon, 13 Sep 2010 23:14:12 +0000 http://ebayinkblog.com/?p=5202#comment-18416 With all due respect: I just spent over an hour on eBay Chat hold waiting for an eBay rep., and then over another hour in chat with the rep., with regard to a simple issue (to make sure that my eBay shipping address now showed as confirmed, my having taken the necessary steps for it to do so last week). The rep. often ignored what I was saying, often took more than 5 minutes to respond to me, provided imprecise instructions (that didn't match info. at the eBay site), and did things to my account without my permission. I am very sorry, but: a solid "F" in terms of customer support, that eBay (obviously) needs to work on--assumming that it cares about its customers. With all due respect:

I just spent over an hour on eBay Chat hold waiting for an eBay rep., and then over another hour in chat with the rep., with regard to a simple issue (to make sure that my eBay shipping address now showed as confirmed, my having taken the necessary steps for it to do so last week). The rep. often ignored what I was saying, often took more than 5 minutes to respond to me, provided imprecise instructions (that didn’t match info. at the eBay site), and did things to my account without my permission.

I am very sorry, but: a solid “F” in terms of customer support, that eBay (obviously) needs to work on–assumming that it cares about its customers.

]]> By: Scammed in San Diego http://ebayinkblog.com/2010/01/19/ebay-improves-on-top-20-nrf-ranking-for-customer-service-in-2009/comment-page-1/#comment-14997 Scammed in San Diego Mon, 01 Feb 2010 05:14:54 +0000 http://ebayinkblog.com/?p=5202#comment-14997 I was the unwitting victim of a scam. I received my NIB KitchenAid Mixer that actually was shipped from Target.com, and had been purchased using a stolen credit card of a 70something woman. I was suspicious when My name was not on the shipping label, nor the packing slip, hers was. The eBay seller had likely had his accounts hacked as well, since the email, PayPal and eBay accounts all behaved as though the real seller was behind them, yet I cannot fathom the real owner of the accounts having the idiocy to use his real name and commonly verified email address to pull this scam off. After much verification, the sellers account was no longer active, and while I waited for instructions, the timer was ticking... eBay finally got back to me, telling me to contact Target about returning the item, once it was too late to file the claim via PayPal or eBay. T&S Cust Svc is useless in actually forwarding my email to a supervisor or manager for assistance in getting a refund so I may legally purchase the item from Target. I cannot fathom how they can sleep at night, allowing long term users with 100% feedback be defrauded and given the runaround. I did everything I could to notify all the appropriate parties, and in return I have been shafted. In all of my conversations with the T&S department while I reported this fraud, they were barely intelligent enough to follow the typed scripts in front of them, so I have been trying to get a response via email versus calling live help, which was sooo very frustrating, just like the chat help was. I now await possible response yet again thru direct email addressing I located online... we shall see if I get a human with compassion and authority to help me finally. I was the unwitting victim of a scam. I received my NIB KitchenAid Mixer that actually was shipped from Target.com, and had been purchased using a stolen credit card of a 70something woman. I was suspicious when My name was not on the shipping label, nor the packing slip, hers was. The eBay seller had likely had his accounts hacked as well, since the email, PayPal and eBay accounts all behaved as though the real seller was behind them, yet I cannot fathom the real owner of the accounts having the idiocy to use his real name and commonly verified email address to pull this scam off.

After much verification, the sellers account was no longer active, and while I waited for instructions, the timer was ticking… eBay finally got back to me, telling me to contact Target about returning the item, once it was too late to file the claim via PayPal or eBay. T&S Cust Svc is useless in actually forwarding my email to a supervisor or manager for assistance in getting a refund so I may legally purchase the item from Target. I cannot fathom how they can sleep at night, allowing long term users with 100% feedback be defrauded and given the runaround. I did everything I could to notify all the appropriate parties, and in return I have been shafted.

In all of my conversations with the T&S department while I reported this fraud, they were barely intelligent enough to follow the typed scripts in front of them, so I have been trying to get a response via email versus calling live help, which was sooo very frustrating, just like the chat help was. I now await possible response yet again thru direct email addressing I located online… we shall see if I get a human with compassion and authority to help me finally.

]]> By: Mary Elston http://ebayinkblog.com/2010/01/19/ebay-improves-on-top-20-nrf-ranking-for-customer-service-in-2009/comment-page-1/#comment-14887 Mary Elston Fri, 22 Jan 2010 18:03:41 +0000 http://ebayinkblog.com/?p=5202#comment-14887 James Simmons, I feel your pain. Although I LOVE eBay, and have found the sellers I've worked w/to be exceptional, I've just experienced my first problem w/a seller, and the inability to access a human is frustrating. Not everything neatly fits into generic FAQS or five or six limited choices on a pulldown menu. To their credit, the ebay response time has been swift and courteous; however canned. Bravo, I was issued a postage paid label to return the item to the seller, but...to an invalid address (Boo)!! If I had been able to speak w/someone this minor issue would already be solved, and I would have my money back. Sorry, it may be better than most, but customer service still has a way to go! I was a csrep all through school, I know the drill. James Simmons, I feel your pain. Although I LOVE eBay, and have found the sellers I’ve worked w/to be exceptional, I’ve just experienced my first problem w/a seller, and the inability to access a human is frustrating. Not everything neatly fits into generic FAQS or five or six limited choices on a pulldown menu. To their credit, the ebay response time has been swift and courteous; however canned. Bravo, I was issued a postage paid label to return the item to the seller, but…to an invalid address (Boo)!! If I had been able to speak w/someone this minor issue would already be solved, and I would have my money back. Sorry, it may be better than most, but customer service still has a way to go! I was a csrep all through school, I know the drill.

]]> By: Consignment Pal Resale Directory http://ebayinkblog.com/2010/01/19/ebay-improves-on-top-20-nrf-ranking-for-customer-service-in-2009/comment-page-1/#comment-14885 Consignment Pal Resale Directory Fri, 22 Jan 2010 16:20:38 +0000 http://ebayinkblog.com/?p=5202#comment-14885 I agree that the eBay customer service award goes to the sellers! I know many antique dealers and eBay Trading Assistant consignment sellers who "treat customers as they would like to be treated" and their sales volume and number of followers reflect their top notch service. Linda I agree that the eBay customer service award goes to the sellers!

I know many antique dealers and eBay Trading Assistant consignment sellers who “treat customers as they would like to be treated” and their sales volume and number of followers reflect their top notch service.

Linda

]]> By: James Simmons http://ebayinkblog.com/2010/01/19/ebay-improves-on-top-20-nrf-ranking-for-customer-service-in-2009/comment-page-1/#comment-14871 James Simmons Tue, 19 Jan 2010 22:35:11 +0000 http://ebayinkblog.com/?p=5202#comment-14871 The sellers may be performing better customer service, but I have noticed in the past few days, that eBay's own help paths have gotten MUCH more complicated. If you MUST contact eBay personnel directly, such as to report errors in eBay's own systems, there is no definitive link at the bottom of the page for that. You have to navigate through many, many pages of canned help, and even then, you may never find the email us link. The question arises as to whether the emails ever even are read by a human being, because they have a disclaimer saying that they cannot give their customers individual attention. That is not customer service, in my book. Users may have noticed that in at least the past few days, the message service on eBay does not capture the emails you send to sellers anymore, and vice-versa. Has anyone been able to report this failure in eBay's systems? If so, has a human read the report, and have the programmers looked at the problem? There is absolutely no way to know. Anyone else out there missing that "warm and fuzzy" feeling about making contact with eBay customer service personnel? The sellers may be performing better customer service, but I have noticed in the past few days, that eBay’s own help paths have gotten MUCH more complicated. If you MUST contact eBay personnel directly, such as to report errors in eBay’s own systems, there is no definitive link at the bottom of the page for that. You have to navigate through many, many pages of canned help, and even then, you may never find the email us link. The question arises as to whether the emails ever even are read by a human being, because they have a disclaimer saying that they cannot give their customers individual attention. That is not customer service, in my book.

Users may have noticed that in at least the past few days, the message service on eBay does not capture the emails you send to sellers anymore, and vice-versa. Has anyone been able to report this failure in eBay’s systems? If so, has a human read the report, and have the programmers looked at the problem? There is absolutely no way to know.

Anyone else out there missing that “warm and fuzzy” feeling about making contact with eBay customer service personnel?

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