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Wed Oct 1 2014 14:12:20

eBay Customer Service Wait Times Enough to Make You Cry

By: Reader

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Dear Ina,
I would like to see you post this list of Customer service complaints taken directly from our community boards...this is from the last two days.

I am hoping that you might be able to send this list of comments to some executive/or frankly a few executives within eBay or some other key places in your bailiwick as I truly believe that they have no clue how bad it is.

They are not sellers and generally not buyers and so their need to phone CS on a regular basis is not allowing them to see the denigration of this part of the company.
Anonymous

Note from the Editor: We received this letter on September 26. (Please let us know if things have improved in your experience.)


********

I will not bother trying to call again. They have some nerve talking about anyone's customer service. They need to look in the mirror.

********

Well, I just hung up after a 40 minute wait time. How in the world is that good customer service?

********

Tried to call Friday and gave up at one hour hold time. Tried again today, Tuesday, and after an one and a half hold time, I gave up again.

This is EXTREMELY poor customer support and I am totally exasperated by the whole thing.

********

I waited on hold for 1 hour and 41 minutes today and then my phone battery died.

********

Well, it's two days later than when you wrote your post, but I tried for an hour last night to get Support and finally had to give up. Today I gave up after 1/2 hour, because I just don't have time to waste like that. I have to put the phone on Speaker, and their very loud music and voice interruptions just drive me crazy while I am trying to get work done while I wait. It's been this way for awhile, but never so bad as this.

********

I'm trying to reach customer service since yesterday morning, I've been waiting for more than 1 hr two different times and the do not respond, does somebody know what is happening?

********

My name is jay, from Boston, Ma. I'm trying to resolve a crazy mixup (on eBay's behalf) and I've been on hold for 4 hours! Did I mention I have 3 lines going?!?! This is nuts! I've gotten 2 live ppl who then tell me I need to talk to someone in usa. Can anyone help? I've called 4 times in 30 days on the same problem. I'm ready to rip my hair out!

********

I have been trying for days to get through to CS. On hold for an hour or more each time and then I hang up. eBay...PLEASE answer the phones!

********

I'm looking at the boards while at the 40 minute mark waiting on hold. No company is this bad with customer service.

********

I'm going to cry. 55 minutes on hold, spoke to an American who transferred me to India where I had no idea what they were saying, now back on hold.

********

Make sure you have your charger ready. I charged my phone 3 times, the bad part was nothing accomplished.

********

eBay's customer service process is an epic failure.

********

"eBay's customer service process is an epic failure." In our eyes, yes. In eBay's eyes, it's exactly what it's supposed to be.
 
********

Sadly, I completely agree, if eBay management was concerned in any way, they would not let this amateurish low level customer service debacle to continue, however, Wall Street does not care if customer service stinks so management does not even have the problems on their radar.

********

I have called 4 different times over 3 days and each time hung up after 90 minute waits. I might be on a list to never answer the phone. Are others having long wait time for eBay seller customer support? Is eBay customer support going downhill? Waited on line for over an hour today. I finally gave up and hung up.




Comments (40) | Permalink

Readers Comments

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

This user has validated their user name. by: bitbybit

Wed Oct 1 15:18:25 2014

Well I suspect CS to become even worse in wake of this split and with ebay billions of dollars in debt up to their eyeballs. Expect longer wait times since CS reps will be looking for other employment with the impending layoffs. Of course I am just surmising all of this on what I think will happen.  

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

This user has validated their user name. by: Basset

Wed Oct 1 16:33:53 2014


The call centers may be staffed with a skeleton crew, powered by generator.

Or, Perhaps their paychecks bounced and they all decided to go home.

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: sasikat9 This user has validated their user name.

Wed Oct 1 17:34:57 2014

@Basset

I'm sure it wouldn't be so funny if it was you waiting on the line.

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

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

Wed Oct 1 18:03:11 2014

The reality is, eBay does not care what anyone but eBay; certainly, they are not interested in listening to your complaints about anything ...

The eBay executive suite—where the incompetent mingle with the disingenuous, the malevolent and the outright criminal, and the just plain stupid ... http://bit.ly/11F2eas

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

This user has validated their user name. by: Marie

Wed Oct 1 18:10:23 2014

The exceptionally long wait times have been happening for a month or so now.  Doubtful it has anything to do with yesterday's announcement.

I needed to make a call unfortunately last week.  I did not have to wait as long as many are reporting, but it still was a long wait, about 55 minutes.

Once I got my issue taken care of, I asked about the wait times.  According to the CSR I spoke with, the majority of the calls were coming in regarding return policies and claims.  

There is much confusion over what a seller can and can't do in their return policies and then there are those claims that are getting opened for no good reason.

The flood of calls may be the only way to get the point across that they way ebay is forcing claims is not only ridiculous, but just plain stupid and a waste of everyone's time to include the buyer.

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

This user has validated their user name. by: Basset

Wed Oct 1 19:16:42 2014

Been there, done that, sasikat9.

Thus, my current attitude.

Nor was it said with laughter. The bouncing paycheck and skeleton crew working when management did not pay the electric bill scenarios happen in real life. Been there, too.

 

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

This user has validated their user name. by: iheartjacksparrow

Wed Oct 1 20:37:10 2014

@Basset - I got a better one. Worked for an attorney who owed a lot in back taxes. He had reached a settlement with the IRS to pay a certain amount each month (basically the interest). He decided he wasn't going to make anymore payments, so the IRS came in and locked all of us out of the office.

On topic, a 40 minute or 55 minute wait time is not acceptable. Maybe JD can use one of his thinking days and think about how he needs to hire more CSRs.

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

This user has validated their user name. by: laurengrace

Wed Oct 1 22:21:56 2014

When these idiots implememted these rules where you can't do anything without getting customer support involved, they should have planned accordingly with extra people and extra phones. Just making it as hard on you as possible. It is really criminal what ebay has done to their customers.

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

This user has validated their user name. by: LDS Brother

Wed Oct 1 22:35:59 2014

The long waits started as we got closer to the DEFECT date kicking if for real, and it really started also in summer release.

I told the CS reps, that they are not liked by Donahoe either a month or so ago !

I said EVERY insane and cruel new policy he comes up with to screw small sellers, just mean MORE of a workload for the CS Reps, hearing the complaints of how they were unfairly screwed !

C'mon Devin, be your own man, and TO HELL with being a clone of JD the abysmal failure of a human being and CEO

And don't be worse, than him ! Because the "NOISE" will rise up 4 times harder than we ever did against JD

We have been abused long enough by that mad man, and we are truly pissed, hardened sellers, us good sellers were made to be tough, like a soft person thrust into a ghetto in the hood, and adapts to the abuse ! And Devin we the "NOISE" won't take abuse from another JD or one who is even worse !

Devin, you got some major work ahead of you, Donahoe is basically handing you the MOST HATED Company in the world !

Go all over the net, there is NOTHING said good about eBay period !

It is all HATE HATE HATE and NEGATIVELY Spoken of the World over !

Yes year after year, that self serving maniac just kept inflicting more and more pain on good sellers, and yet more and more "NOISE" would keep running eBay into the ground at every opportunity, on the Net, in line at the Post Office, anywhere !

Devin, you really do need to think hard about how you want to run eBay, are you going to make unfair policy's where good sellers get screwed unfairly, and severely damaged ?

Grow a set Devin, undo lots of the DAMAGE the maniac Donahoe did to us and the site's reputation !

Win back the sellers, and buyers will follow, your task should be to find a fair way to REALLY protect the good sellers, and PUNISH the bad sellers, without killing ALL sellers across the board like Donahoe did !

And get tough on abusive buyers also !

I am NOT Nostradamus, but I will tell you this, eBay is not going to grow if your going to dish out the same old same ole to us small sellers Donahoe did, and then YOU will become the most hated CEO on the planet immediately

Humility Devin, Donahoe was not humble, he was an arrogant @ss who had disdain for what eBay was and small sellers from day 1

Look how much he helped Amazon - Be nice to good sellers Devin, win back our trust, win back sellers, and eBay will grow, Amazon will come down in stock price as sellers comeback to eBay

Again treat us small sellers like sh*t, and who knows, maybe Amazon will hit $400

Choice is yours Devin, rebuild or finish it off, eBay is really on life support after the beating Donahoe gave it

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: mjr55 This user has validated their user name.

Thu Oct 2 00:14:30 2014

No doubt this is related to the defects. We normally call the last hour that Ebay CS is open because the waits are normally nothing. However, the last month...you could literally call 15 minutes before they close and be on hold for 45 minutes still. I see they also disabled the call back feature and the actual wait time amount(when you click to call or have them call you). Imagine how long lines would be if they had these two working?

BTW, they said they hope to have it resolved by the holidays. SMH.

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: Massachusets Howler This user has validated their user name.

Thu Oct 2 05:11:35 2014

(ebay down .16 in early trading).
LINK this thread- excessive CS wait times- to new stock strings today.
MH

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: fonteazul This user has validated their user name.

Thu Oct 2 06:42:42 2014

I have just started selling on eBay after 15 years as a buyer and no negatives. They allow me 10 items a month or $500 whichever hits first. I have about 1200 items to go and am 72 so at this rate I shall be 82 before I get done. I've put my first two lots of 10 up in August and September and all sold.
So I figured that i should ask for an increased selling limit but, just as your other contributors, cannot get through and I'm in Europe so can call as they open at 05.00PST. Still all I can get is a lady telling me that they will be with me shortly and innumerable adverts for selling more!!!! -- which they won't allow me to do...... Hours have been passed in this way. One would have thought they would have wanted the business.  

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: Massachusets Howler This user has validated their user name.

Thu Oct 2 06:57:04 2014

(Note his 100% STR, baiting in new sellers with excellent exposure).
MH

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: dr shock This user has validated their user name.

Thu Oct 2 07:41:43 2014

Why do people wait on hold?
Choose the call back option.
I recently called and was told there was a long wait time due to the volume of calls.
I hung up and used the call back option and was called back a minute later.

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

This user has validated their user name. by: LDS Brother

Thu Oct 2 07:46:22 2014

Massachusets Howler your absolutely right, the BAIT newbies in with good exposure, nothing short of evil and criminal

They way they show peoples items and hide items is disgusting

Hey Fonteazul, if I were you I would just give up, eBay is baiting you in, when you think you got a good thing gone, after they hook you, you will be like me a Top Rated Seller, whose sell through rate is about 5% on hot items and being Top Rated

Enjoy your life Fonteazul, something you will NOT be able to do if you get sucked into the eBay venue

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: doboy This user has validated their user name.

Thu Oct 2 07:55:59 2014

eBay has done this on purpose.  My call was disconnected 8 times when I tried to contact eBay Customer Service over a negative incorrectly given.  I still have the negative.  I could not get through at any time.  eBay has done this on purpose.  They are just like the government--they refuse to admit they are wrong about anything.

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: TX_quilter This user has validated their user name.
Web Site

Thu Oct 2 08:08:00 2014

I haven't had to contact CS for awhile (knock on wood).  I would get that contact code, and get right in.

Maybe all the new issues are just overwhelming the CS agents??

Ebay is not doing itself any favors by letting the CS go.  Customer Service is one of the most important things I can do to set my business apart from others.  

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: Moonwishes This user has validated their user name.
Web Site

Thu Oct 2 08:09:16 2014

I remember my phone company got to work one day to find themselves locked out of the building and my phone/internet costs went from ~$30/month to over $200!

I know from when I worked in the outside world instead of at home where no one can fire me, when a company had to make cuts, they generally didn't start in the executive suite, it was with the lowest paid, hardest working people in the company. No CEO thought about lowering his enormous salary to help the company but those making $20K/year were the ones who apparently could get along without their jobs. CSR are ebays lowest paid employees I'm sure, so they are probably being 'laid-off' as we speak.

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: DVDsMore This user has validated their user name.

Thu Oct 2 08:53:32 2014

I noticed the long wait started when the new defect policies went into effect.  I'm probably up to 20 hours on hold this month now about the SAME issue.  Everyone I talk to can see this buyer attacked me, purchased over 100 items and left enough defects to have me suspended from eBay.  The people I talk to can see she's done it to other sellers.  They can see she used another account to buy from me after her other account was blocked.  Yet no one seems to be able to do anything.  The computer algorithm is in control, and I can understand that, but a human being needs to be able to over ride it easily.  

It sounds like I finally reached someone that can actually see something that gets done, but it's still going to take a long time, much longer than it should. So far she's kept her word and is giving me daily updates.  

The buyer always wins, never has to pay, seller is always punished policies are clogging the phone lines.  I just put on the headset and go about my business waiting for an answer.  The people that answer can see how long I've been on hold, and they seem to actually care.  They just can't do anything about it.  

eBay Customer Service Wait Times Enough to Make Yo   eBay Customer Service Wait Times Enough to Make Yo

by: DVDsMore This user has validated their user name.

Thu Oct 2 08:56:46 2014

Dr. Shock, the call back option seems to be gone.  I haven't been offered the option all month.  I've used it in the past.

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