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Tue Oct 25 2011 23:43:36

Could eBay Deliver Better Customer Service? Survey Says,...

By: Ina Steiner

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eBay wants to know how buyers feel about customer service and is conducting an in-depth online survey. Some questions are a bit perplexing, such as, "How important is it to you to quickly solve computer and Internet browser problems?" Wouldn't every eBay buyer want to resolve such problems as quickly as possible?

But other questions provided insight into what new features eBay may be considering, such as, "How would you feel if eBay provided a wizard that would check your computer and browser settings and forward those settings to Customer Support to help solve technical problems?" and, "How would you feel if eBay provided you the ability to ask questions to Customer Support in Facebook?"

Personally I've found it more difficult to find answers to questions about eBay features and policies ever since it eliminated the Help link at the top of the site at the beginning of the year, leaving only a "Customer Support" link. So eBay's survey question, "How would you feel if eBay no longer offered Customer Support via email" is not very reassuring.

Also concerning is the question, "How important is it to you to have access to Customer Support 24 hours a day, 7 days a week?" given the fact that buyers, sellers - and fraudsters - all use the site 24/7, 365 days a week.

Other questions on the survey included the following:

- "How would you feel if eBay provided you with a web page that documents the history of all your contacts with Customer Support, including the current status of each of those issues and how that issue was finally resolved?"

- "How would you feel if eBay offered to call you back within 4 minutes instead of giving you a phone number that you had to call to reach Customer Support?"

- "How would you feel if you had the ability to include in emails to Customer Support a "screen shot" that clearly describes exactly what you are experiencing on the eBay site?"

The eBay buyer who forwarded the survey to EcommerceBytes said his favorite question was, "How would you feel if eBay offered the best customer support of any online retailer?" He wrote,"Personally I would feel surprised and amazed."




Comments (40) | Permalink

Readers Comments

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: WOODJUNGLE! on Ebay

Wed Oct 26 00:14:56 2011

Ebay Customer Service is the biggest oxymoron in the history of oxymorons. Let's just call it an ebaymoron from now on.

It's no surprise when you call them ( and I do 2 or 3 times a month) that they really don't give a rats tush.

I also think they should cut the the three week training course on how to  properly patronize your seller. it doesn't work.

Of course, this is all from a  seller's viewpoint.  I've never called them as a buyer.

Whatever plans they have with the customer service, I doubt it will improve.

Everything they do these days just keeps getting more ridiculous.

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: Lace
Web Site

Wed Oct 26 00:20:48 2011

Facebook would be great for generic questions but most sellers have problems that require detailed information and such won't be safe to post just about any social network.

It appears eBay should capitalise on hiring and training customer support staff while using the traditional email, phone, and chat support.

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: buck efay

Wed Oct 26 00:37:03 2011

"How important is it to you that search returns every item relevant to your search term?"
"Do you think seeing non related items to your search term from top rated sellers makes you buy them?"
"Which is more important to you when searching: Size of the seller or the exact item you searched for?"

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

This user has validated their user name. by: Philip Cohen
Web Site

Wed Oct 26 01:11:04 2011

Ah, that’s the answer, all your difficulties with eBay are caused by your browser, not by eBay …

The fact is customer support is a cost and eBay is therefore totally disinterested in supplying customer support.

“… call you back within 4 minutes …”: seriously, and pigs will fly.

All the questions quoted in the above article are so utterly inane, you just know that these headless turkeys have not got a clue, or this whole exercise is simply another load of deliberate eBay disingenuousness.

Enron / eBay / PayPal / Donahoe: Dead Men Walking.

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: Just thinking

Wed Oct 26 01:43:54 2011

''How would you feel if eBay provided a wizard that would check your computer and browser settings and forward those settings to Customer Support to help solve technical problems?''

''How would you feel by doing this eBay was able to have complete control and access to EVERYTHING on your computer?''

''How would you feel if eBay had access to everything you do from your waking moment?''

Yeah, eBay a technical site? Why would I need eBay for any computer or browser problems I may have? I don't think so. Sounds to me there is a lot more to this.

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: Red Ink Diary This user has validated their user name.

Wed Oct 26 04:56:32 2011

"How would you feel if eBay provided a wizard that would check your computer and browser settings and forward those settings to Customer Support to help solve technical problems?"

About the same as I would waiting foe eBay customer service to do a root canal

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: anyone out there

Wed Oct 26 07:46:27 2011

Call it a fluke or whatever BUT

having been a seller for almost 12 years with over 10,000 items in my store, the times I have used customer service I can count on one hand.

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: John

Wed Oct 26 07:51:40 2011

JMO

How would you feel about eBay harvesting your personal information from your computer and keeping it

What if you have more then one computer tied into each other.

What if you have a business

What if you are a seller on eBay and have a business

What if you have system's set up to monitor the stock exchange's here and overseas, and you use them on occasion to monitor your eBay accounts.

eBay has to provide a tos for their sellers. Is it written anywhere that they must provide one to buyers.

I don't believe so because buyers are not their customers. If they were the wizard would already be in place, and they wouldn't be asking questions starting with ''how would you feel''

Scary, really scary

People better be careful what they wish for.

JMO

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

This user has validated their user name. by: Pete

Wed Oct 26 08:32:16 2011

I will just stay with Amazon thanks where we make a profit..after 8 years of stress selling on eBay, I am just not interested in what they are planning or any MORE of their stupid surveys

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: Jules_SID

Wed Oct 26 09:15:35 2011

I had the survey also and there was not a place to add any comments as I would have liked to have been able to add a few. Not sure where this could have been put: He wrote,"Personally I would feel surprised and amazed."  To me the survey really did not have any solid grit. Most of my answers were "I expect it this way" as MOST large online companies have really good customer support. It really is the only place in today's market where you can truly set yourself apart.

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

This user has validated their user name. by: Bob

Wed Oct 26 09:47:21 2011

They have been doing these surveys for years and the site just keeps getting worse & worse. I recently got an email from eBay inviting me to take a different survey for Sellers. I didnt even bother to click on it as their track record for actually making the site better for Sellers is abysmal. Here is the body of the email eBay sent me:

"Thank you for being a valued eBay seller! We would greatly appreciate your feedback to help us improve your selling experience on eBay.

We noticed that you recently viewed one of the items you listed on eBay. We would like to invite you to take a short survey to express your opinions about how listing are displayed through 'Best Match' search results and about the tools eBay provides to analyze results for your own listings.

Your input will help us make eBay a better place for our valued sellers and buyers.
To take the survey, please click the link below, or copy and paste the following address into your browser."

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: The Doctor

Wed Oct 26 09:53:25 2011

I have been on eBay for over 10 years and have called or emailed them numerous times over the years regarding a host of problems from attempted scams to buyer threats. Not once, have I received any help other than a boiler plate response written by a moron. EBay is completely driven by the desire to cut their costs take the sellers money. I wouldn't trust eBay to have access to anything. But I suspect they already have more that I would like.

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: fogetit

Wed Oct 26 10:06:33 2011

Ebay Mgt. has turned their operations over to Internet Nerds who just play around with new ideas.

Their job is to KEEP ALL COMMUNCATION FROM REACHING ANY LIVE PERSON AT EBAY, thereby protecting Mgt. from having to deal with customers.

Ebay's goal is maximize profits and screw the sellers, and above all, hear no evil or see no evil coming from sellers.

Ebay will stay with this plan as long as they can get away with it.

Ebays Motto: LET'S RIDE THIS MONEY TRAIN AND TO HELL WITH THOSE NAYSAYERS OUT THERE!

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: lmbo

Wed Oct 26 10:18:21 2011

The title of this blog post made me think it was about EBAY's "customers"... which would be the SELLERS... lol... oopsie, my bad. lol

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: lmbo

Wed Oct 26 10:23:50 2011

"How would you feel if eBay offered the best customer support of any online retailer?"

But they're NOT a "retailer", they're "just a venue", right? lol

Omg, thanks for this morning's funnies, Ina... I can always use a good laugh these days.

Have fun, everyone!

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: Henry
Web Site

Wed Oct 26 10:42:24 2011

Apparently my experience is different. I rarely have to contact eBay but the last time I did I talked to real person within 3 minutes. The CSR was very helpful and resolved my problem in less than 5 minutes.

It is interesting to me that only those who have problems post on these discussion boards.

Where are the people who have had a positive experience?

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: Visa Decline

Wed Oct 26 10:47:05 2011

I agree with most everyone else here, if not in facts but in sentiment. I was a seller for about 7 years and despite the economic downturn, business (for me) remained strong on eBay and Amazon, but the sad reality was that customer service diminished, my profit margin was being continually squeezed, and during one 'seller update' I ended up spending a couple of grand to 'keep up' and make necessary changes to stay up with their policy.

eBay, phone companies, cable providers, big banks...they all share the worst aspects in terms of lack of customer service and disregard for large segments of their customer base.

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: Paul

Wed Oct 26 10:51:14 2011

Darn right they could provide better customer service.That has been a glaring need for years :-) How about using all the money sitting in offshore accounts to properly train their Customer Service Agents?  And Ebay as the top online retailer? Funny :-) Thought they were ''just a venue''..I am so glad I got out of Ebay.. Just a bunch of overpaid clowns running the funhouse now for their own profit... Ebay is rotten!

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

by: YouGottaBeKiddinMe

Wed Oct 26 11:01:34 2011

After reading this all I could do was laugh! And after reading the responses I'm in total agreement with the majority. Ebay's customers are the sellers, not the buyers and their customer service to sellers is already horrible.

After having a buyer go around my BBL and create a new name to purchase an item, their CS told me to go ahead and ship saying if there were any problems with the transaction they would 'have my back' should I incur any problems with it. Ummmm yeah right! What a bunch of pahooey! That buyer did exactly what I was afraid of and filed a SNAD saying the item (which was brand new in an unopened box) arrived damaged. However she couldn't explain what KIND of damage there was. I told the buyer to return it for a full refund, and that I was not going to give any partials which was what the buyer was asking for. When I didn't go for her request of a partial that buyer slammed my DSR's. Guess what? Of course Ebay did nothing! So much for having my back and of couse they did nothing to that buyer for going around my BBL.

Customer service? WHAT customer service. It will only get worse and these surveys aren't going to make any difference no matter what answers you put on them.

Could eBay Deliver Better Customer Service? Survey Says,...   Could eBay Deliver Better Customer Service? Survey Says,...

This user has validated their user name. by: Ric

Wed Oct 26 11:25:04 2011

eBay had bad customer service, and recent changes have made it worse.

I relied on chat to contact eBay when ever a problem might involve fee credits or money. The reason being I would be able to save the chat session and have a session ID number for future reference if needed.

In numerous cases, when I was promised a credit it was not posted to my account for several days. I would contact customer service by chat again only to be told by a different agent I was not entitled to a credit. When I was able to produce the ID number for the session and referred the agent to that previous chat session, suddenly the story changed and I was entitled to the credit.

Before eliminating chat help entirely, eBay revised the chat help page and stopped displaying the chat session ID number. When I would ask an agent to type the session ID number into chat, they would conveniently try to change the subject as if they did not want to give the information out.

Next thing you know, chat help was eliminated entirely.

eBay apparently wants to be able to promise sellers credits to keep them quiet and get them off the phone. However, they manage to forget to post those credits with alarming frequency. With chat help eliminated, it is no longer possible to prove you have been promised credits.

Phone center agents promise they will email a summary of your conversation.... it never arrives.

Phone center agents promise you will receive a follow up email regarding your issue....that never arrives either.

eBay's customer service is much like eBay, disorganized, inconsistent, and dysfunctional.

For the fees sellers pay to list and sell on eBay, the quality of customer service is atrocious at best.

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