Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Mon July 2 2018 10:37:40

Bob Kupbens Calls eBay Tech Issues Unacceptable

By: Ina Steiner

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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."




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Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

by: VeryGoodVintage This user has validated their user name.

Mon Jul 2 10:51:06 2018

Thank you for sharing some info on the Bob Kupbens "chat". I actually tried to tune in but could only get video, no audio. Tried all different browsers, no audio. Figures, right. Interested in "hearing" more about some of the questions answered/not answered.  

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by: pace306 This user has validated their user name.

Mon Jul 2 10:58:08 2018

Whats unacceptable is eBays behavior in general.

Refurbished diapers made eBay look bad (to the outside world - what its sellers think of the company is immaterial and irrelevant) so they rushed to fix i. Same as when that guy (who was media connected) got screwed on his iPhone sale - if you recall - eBay went and made good immediately.

eBay doesnt really care - they fix enough of the system to keep it going - thats why they have 5 billion (with a b) sitting offshore (its public record)(used to be 9 billion but alot of that went to eBay brass)(poor babies couldnt live on the millions they already get). Its stupid to think that eBay would actually INVEST in new hardware or get some decent programmers - heaven forbid - those things cost MONEY.

Its hard to get BILLIONS if you keep spending it all.... besides - do you know how many millions of sellers you have to rip off to get BILLIONS?

Bob Kupbens (come at me bro) has the mental accumen of a 3rd grade hood. His lies get so outrageous (like Pinocchio) that not even he believes them.

YES, someone is working on it - sure!

Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

by: thriftyattireandstuff This user has validated their user name.

Mon Jul 2 11:19:26 2018

The programming labor overseas is so much cheaper, well if you don't count the time investing trying to translate what the actual bug is to an acceptable form of communication. I spent time in a software company as support with offshore programmers and it's a nightmare trying to explain what the problem is to them because of language barriers. Businesses that do this have absolutely no peripheral sense that time saved in this sense is labor cost saved.

Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

by: dander This user has validated their user name.

Mon Jul 2 11:27:38 2018

Ebay needs to fix the site before it rolls more crap out. then it needs a assessment and decide what they want to be if they grow up. Or even better split the site one for those that want it to be the next amazon, and the other for the rest of us where we pick the return times and other things for our business

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by: hopeforthebest This user has validated their user name.

Mon Jul 2 11:34:52 2018

Is it really 'unacceptable' if it the problem never improves and they just accept it?

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by: sasikat9 This user has validated their user name.

Mon Jul 2 11:55:03 2018

If fleecebay would quit paying off buyers when tracking shows delivered they would have more money to FIX THE MISERABLE SITE.

Paying off buyers when tracking shows delivered is just another attempt to buy loyality. In reality it is showing the sellers just how ignorant the percieve us to be.

Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

This user has validated their user name. by: toolguy

Mon Jul 2 12:47:59 2018

"He said eBay needed sellers to help it and asked them to use its community pages to notify eBay of technical issues."

Lithium has banned many of us for life!

I was banned for "shaming" another seller who was breaking the rules!

They DIDN'T want to hear it. . .

Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

This user has validated their user name. by: Rexford

Mon Jul 2 12:52:14 2018

You mean he didn't blame the sellers?

Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

by: FIREWENIG This user has validated their user name.

Mon Jul 2 13:55:48 2018

HERE'S AN EXAMPLE: THEY GOT RID OF SELLING GUIDES, RIGHT?  WHY DOES THIS PAGE STILL EXIST?
https://www.ebay.com/gds

Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

This user has validated their user name. by: iheartjacksparrow

Mon Jul 2 14:13:31 2018

"[W]e get them on the list to get resolved as quickly as possible."

How does he explain all the glitches that have been going on for years with no resolution?

""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."

Why do you need the sellers, you know, the ones that pay the fees for a service, tell you what's wrong with the site? Why are their programmers not running tests before things go live? Do all the programmers just type in anything they think will work and then cross their fingers?

What is really "unacceptable" is the disdain eBay has for their sellers and their apparent belief that their sellers don't deserve any respect.

Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

by: Carol Is Here This user has validated their user name.

Mon Jul 2 15:37:08 2018

Wenig called up Kupbens and got him to take the fall. LOL.

Kupbens agrees to be the fall guy because the thought of his plunder thanks to his connection to the Wenig mob glitters in his brain, and Wenig holds it over his head.


All this tech failure is WENIG'S issue.

HE decided to stop having qualified American tech companies do the work, and instead outsource to foreign companies in places like India who seem cheap, but are poor quality and destroy every project they attempt. Wenig and his cronies are working a tech shell game so they could direct more of Ebay's income to themselves.

But even though the poor quality tech work in India is where this failure originates, it is up to WENIG'S BUSINESS side in California to test this before it actually gets implemented.

It never does, because Wenig is not leading the way and creating quality chains of quality work. Too many arrogant Ebay employees taking lots of time off and passing the buck, following the example of their CEO Wenig.

A high school student could lead Ebay better than Wenig. He was unqualified from the start, and only gets more arrogant as he fails further.

Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

by: Carol Is Here This user has validated their user name.

Mon Jul 2 15:48:19 2018

It is not just a language problem with the outsourced overseas labor.

It is a total lack of understanding that will never happen.

It also is the fact that the people who work for them are essentially slaves. There is a reason that these contracts appear cheaper at the start.

There is a class system in these countries where the typical few wealthy at the top get the profit by connecting to Wall Street people in the US, and abuse their own people that they perceive as beneath them. There aren't labor protections in these countries, and few rewards for spending your life working like overworked machines, and never seeing your family so the rich get richer.

For all of their talk at helping the little guy and progressive thinking, people like Wenig and his Wall Street friends shifted to slave labor in other countries that they keep carefully hidden from Americans. It does not help that so much American media is essentially owned by Wall Street associations, who filter out what they want to keep their plundering intact and free from investigation and critics.

You never hear about China slave labor or abuse anymore, because Wall Street is making money from it.

The same is true of these tech outsource countries and businesses. There is a lot of posturing by people like Wenig to fool American into thinking they are
"progressive" people helping the disenfranchised. But in reality they are just slavedrivers and profiteers in a long distance way.

They also destroyed American jobs by taking away tech contracts from American companies.

Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

by: Carol Is Here This user has validated their user name.

Mon Jul 2 15:58:18 2018

"He said eBay needed sellers to help it and asked them to use its community pages to notify eBay of technical issues. "

I just caught this.

HOW CRAZY IS THIS?

Sellers who are paying Ebay (and losing sales because of Wenig, Fisher, and Kupben's failures and shift to promoting Chinese sellers)  are supposed to do the work for Ebay executives and employees too?

This is a worse attitude than exploiting slaves in the tech-outsourced countries! At least the slaves there don't pay their employers to be exploited.

What Kupbens isn't telling sellers, though, is that Ebay does not hire a big enough tech team in the US because Wenig cut it to nothing, so he and his cronies could plunder more from the company.

The Wenig mafia should be facing charges and getting all their compensation recalled back to the Ebay corporation, because their plundering . Put a lien on that Hamptons estate and return to money to the victims- sellers, buyers, stockholders, and low-ranking Ebay employees..

Perminate Link for Bob Kupbens Calls eBay Tech Issues Unacceptable   Bob Kupbens Calls eBay Tech Issues Unacceptable

by: angryllama This user has validated their user name.

Mon Jul 2 16:07:42 2018

Am I being TOO Suspicious of their sincerity?  I read thru that blather from eBay stuffed shirt and all I heard was .. " . . . Of Course, I'll respect you in the morning, honey. . . ."

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by: Spit in the Ocean This user has validated their user name.

Mon Jul 2 16:08:17 2018

Yea , And if you want to call customer service to report an error . THE PRESENT WAIT TIME IS 51 MINUTES .  

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This user has validated their user name. by: CanBrit

Mon Jul 2 17:08:41 2018

51 minutes, last week I didn't get my call back until the next morning....lol.

Carol, very well put. Having worked in IT most of my adult life and for some very prominent large businesses high up on the NasDaq, there is a formal process for any programming change and I don't care how big or small the company is.

You really do want the brightest, experienced IT specialists you can get your hands on. You really do get what you pay for. Ebay is a clear example of what happens when you don't.  eBay likely got rid of it's most expensive and experienced techs. Again, you get what you pay for.

They don't need backups. Who need backup's when they play online and live. In any normal company, should a roll out not perform, it will be pretty instantaneous that it will be rolled back to no one's detriment "Most" of the time. A handy little feature for everyone.

Testing....why test if you're perfect. Well because no one is. Poop happens even to the best and brightest. At it's highest level, eBay is technologically ignorant.

For two years I was put in charge of an North American Wide Insurance Company's biggest, scariest and most important program. The nightly check printing job. You did not want your pager to go off. Ever. But it did. The policies and procedures put in place for that single ginormous program was what kept it running and in the two years I was responsible for it, there were no major issues. It wasn't me that saved the day, it was all the previous tech's who had created a bible of every issue that bloated program could spew out. I had my own few additions to that bible and was very proud of it.


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This user has validated their user name. by: CanBrit

Mon Jul 2 17:25:08 2018

Just got my biggest laugh of all. They are still showing me as a Power Seller. Oh for heaven's sake. Too Funny.

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by: mcposty This user has validated their user name.

Mon Jul 2 18:27:43 2018

Bob is a liar. No honor. Not a gentleman.

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by: ebayout This user has validated their user name.

Mon Jul 2 19:12:05 2018

Bob...don't pee on my leg and tell me it's raining.
Any executive worth his salt would live by the credo that "the things you care about are the things you get done".
Simply put...you don't introduce new glitches until you've fixed the old ones.
If that means delaying scheduled new code for a month or more, so be it.

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This user has validated their user name. by: Marie

Mon Jul 2 19:49:28 2018

Power seller status means next to nothing on Ebay.  And the requirements for achieve PS status is minimal.  The seller can see that they are PS, but no one else can.

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