eBay executive Bob Kupbens acknowledged that eBay is having what he called "unacceptable" technical issues during his video presentation on Wednesday. Kupbens was answering a selection of questions sellers had submitted two weeks prior to the presentation.
Seller "dhbookds" had submitted the following question
on June 13th about the numerous glitches with which sellers have to deal (we've included a link but the page is no longer accessible
"Want to ask if eBay management is upset about the myriad of problems with rollouts of new features, things that don't work, promotions that are misstated? While not all are as distasteful as the "refurbished condoms and diapers" debacle that took 6 months to fix, they are costing sellers time in trying to figure out what's going on almost every week, and sometimes every day.
"When we finally get a blue to confirm a problem, we are told the developers are working on it, but frankly, that's gotten old to us...to you? Is it too much for us (you?) to expect that things will be "right" when they go live?...
"And beyond the technical implementation, that whatever team develops a new way of doing things, that they actually consider the ramifications to other parts of the site?
"Also, does eBay have ANYONE that can proof read promos before they go live?...so we don't get 8% AND 10% figures (see Bucks promotion) for the same thing...or receive the promotions AFTER the end date? I can think of at least 4 with big mistakes in the last 6 wks. Of course, nothing will ever beat the one in April (?) that had to be pulled as it gave everyone, with the usual exceptions, 25% off fvf for a month...
"Are these errors we (and eBay) should just expect and deal with or is there any hope that something really is being done to stop such careless foolishness in a billion dollar company?
"You rightly expect sellers to behave in a business like manner, to avoid mistakes, quickly admit and correct mistakes if they happen... Do you expect the same from your developers and employees? Can we expect to see any improvements from eBay on implementation?"
In response, Kubpens said
eBay hears this a lot regarding eBay's numerous technical problems and said "It's real. And there are too many." He also called it unacceptable.
"On the one hand there are too many glitches and too many bugs. We're working very closely with that team (that deals with the business platform) to try to identify them and when we identify them, get them off the platform. "
He said eBay needed sellers to help it and asked them to use its community pages to notify eBay of technical issues.
He referenced a recent bug where Good Til Canceled listings were renewing with no images. "The only reason that we knew that was because folks took the initiative in the community to put that in front of a few of us."
"We got that to the tech team. It happened on a Friday, we got that to the tech team on Saturday, it was resolved by Sunday, and they're in the process of trying to get those images restored."
And, Kupbens said, "Know that our team, and Scott (Hamilton)'s team, and a ton of folks behind the scenes are trying to do everything they can to make sure that we don't have those types of glitches - and when we do, we get them on the list to get resolved as quickly as possible in the right priority relative to the impact that they're having on your business."