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Wed Apr 9 2014 20:46:27

eBay Refuses Suggestions from Users as Matter of Policy

By: Reader

Sponsored Link

Dear Ina,
During a recent (and rather ridiculous) policy violation discussion with an eBay customer service representative, I asked how I could provide input to eBay management regarding some of their selling policies. I was guided to this page on the eBay website. It states:

"eBay is always pleased to hear from members of the eBay community and welcomes their comments regarding eBay's products and services. However, eBay's long-standing company policy does not allow eBay to accept or consider ideas, suggestions, proposals or materials other than those eBay has specifically requested. eBay hopes members will understand that this policy is intended to help eBay avoid future misunderstandings when new products, services and features developed internally by eBay employees might be similar or even identical to a member's idea."

The way I understand it is that eBay is not interested in user feedback unless they ask for it (so unless management thinks something is broken, they don't want to be bothered with people recommending improvements. But how are you supposed to let management know there's a problem if you're not allowed to ever speak with them?)

I can't help but feel insulted after reading that link. I’m not an eBay stockholder or employee, but in essence I work for eBay and earn them about $20,000+ per year in Final Value, Paypal, and eBay store fees. To be told my suggestions are not welcome really makes me feel like my business is unwelcome, too.

Can you please try to get some feedback from someone in management on this policy?
Thank you.
Chris




Comments (18) | Permalink

Readers Comments

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

This user has validated their user name. by: Basset

Wed Apr 9 21:12:39 2014

Sounds to me like they are worried that if they adopt someone's suggestion, they might get sued! (Or VEROed)

What a sad, paranoid  world we live in.

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

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

Wed Apr 9 21:21:01 2014

The only reason eBay makes such statements is so that they can use your idea and not risk any obligation to pay you for the idea; eBay always has the best legal advice for such statements, if not the best business advice for otherwise running eBay ...

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

by: alaska This user has validated their user name.

Wed Apr 9 22:48:05 2014

It is unfortunate that eBay doesn't want our advice, as were are the ones actually searching and buying on eBay. From the changes that eBay has made in recent years, like killing all of the book sub-categories, and killing the wildcard, they really haven't a clue what is important to their users!

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

This user has validated their user name. by: WOODJUNGLE! ON EBAY

Thu Apr 10 00:39:07 2014

Something that has been obvious for a long time but to hear them actually say it makes me quite sick. Arrogance and greed are the reasons for the sad state they are in now.

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

This user has validated their user name. by: jawarrior

Thu Apr 10 00:55:02 2014

So, that must mean that when we click on those ''Tell Us What You Think'' and ''Send Us Your Comments'' links on most eBay pages that what we tell them gets immediately ignored and/or deleted, right??

Then, why have those links at all?  Are the links there just to delude us into thinking eBay gives a hoot!?  What kind of business does such a thing?  I have the answer, but profanity is not allowed in this forum.

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

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

Thu Apr 10 05:36:28 2014

The Dictatorship manifesto personified.

And, still you sell on eBay?

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

This user has validated their user name. by: Ed Gadfly

Thu Apr 10 05:52:42 2014

Sorry Chris, the last thing eBay needs is you telling them how to do things the correct way.

Your efforts might dry up the river of "glitch money."

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

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

Thu Apr 10 06:58:28 2014

As has been stated, this is a CYA statement.  I'm SURE they read all the ideas, and if they see a good one they wish to implement, that statement will let them say "it was already in development when userx offered the suggestion".  It's common practice :/

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

This user has validated their user name. by: TraderBoo

Thu Apr 10 08:46:52 2014

Please go and sign this seller bill of right petition

http://www.change.org/petitions/john-donahoe-online-se
llers-bill-of-rights?recruiter=86456764&utm_source=share_petition&utm_medium=email&utm_campaign=share_email_mobile

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

by: pace306 This user has validated their user name.

Thu Apr 10 09:56:18 2014

maybe if you tell eBay in the email that you are a BUYER .. THEN they may listen!

They dont currently take advice from:

Industry experts
Sellers
Large Retailers

But anything that starts with "our buyers told us" gets an IMMEDIATE responce.

JD turns the Lear around, the "thinking day(s)" get cancelled, the asian person they cloned when they created Rich Matsura aka mr seller protection - goes into hidding, Burke once again hacks into what ever university it is he claims he got a degree from and shores up his grades - EVERYTHING stops (except refilling the candy machine).

"Our buyers said they want free shipping" DONE (or as john kerry would say about things "poof" free shipping ... OR ELSE we make your listings invisible.

"We want 90 day returns" DONE (or as john kerry would say about things "poof" free shipping ... OR ELSE we make your listings invisible AND take away the %20 discount we promised you.

You dont SERIOUSLY think for one second that eBay cares about what any seller/user says or thinks do you?

Board meetings are geeks and lawyers (back of the matchbook grade employees) who sit and think up ways to 1) seperate the money in yur wallet from you 2) how to raise fees and do even less to earn them 3) how to outdo Amazon (without making a dime in investments) 4) how to better hide the incesstuous relationship between eBay and Paypal 5) how to cook the books to make it look like eBay is doing GREAT so that they can get better bonus's.

By now if you are an eBay seller and you dont know how they work - shame on you - it means you arent paying attention to "the man behind the curtain" - the all powerful wizard - whos intent on making your money HIS.

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

by: Volvo351 This user has validated their user name.

Thu Apr 10 10:22:13 2014

Certainly not surprised. eBay's upper [mis-]management squandered hundreds of thousands of dollars for pieces of worthless parchment. They already know it all. The real-world experiences of small sellers don't concern them.  

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

by: a_c_green This user has validated their user name.

Thu Apr 10 11:00:49 2014

Sorry, but that policy is not unique to eBay. Practically every profit-based enterprise out there is going to tell you the same thing. As someone correctly observed here, if they did acknowledge some submitted idea and then came out with something similar at any time in the future (i.e. not just next week or next month, but six years from now), some aggrieved party would attempt to sue the pants off them. This _has_ happened many times.

Now, having said that, there is certainly a difference between a new creative idea and a suggestion for fixing an existing process, and this is where eBay falls down completely: you simply cannot get any line of communication going with anyone in eBay who's in a position to fix things. In all my years in the corporate world, I've never seen such barriers to communication as what I see with eBay. The amount of potential good will and future profit that they've squandered is simply staggering.

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

This user has validated their user name. by: Basset

Thu Apr 10 12:35:06 2014

When attending orientation for a part-time job at a large retailer the HR trainer said:

''Basically it boils down to 1) Don't steal from the company, and 2) Don't get us sued.''

Thanks to ''big pocket'' litigation, the training of the ''Don't get us sued'' was way, way more in-depth than the theft part. Employees were not even able to help customers out in the parking lot if they were on the time clock.

That was years ago & it is still the same with pretty much all big business today - all the way down to the patent trolls diligently searching for dubious meanings that MIGHT  be covered by patent.


That said, there have been enough good suggestions given on this site that might help sellers that I personally would not mind if eBay or other sites put them in motion - gratis.

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

by: RCL This user has validated their user name.

Thu Apr 10 14:05:06 2014

I don't even know eBay anymore.

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

This user has validated their user name. by: Puck

Thu Apr 10 17:01:46 2014

"Great News, Sellers!"

You talked but we refuse to listen!! (As a matter of policy, dontcha know?)

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

by: marshall This user has validated their user name.

Thu Apr 10 17:11:01 2014

Use this link:
http://pages.ebay.com/help/account/suggestions.html

Se
llers
can add suggestions and the suggestions get sent to the appropriate teams

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

This user has validated their user name. by: Don Wagner
Web Site

Thu Apr 10 18:57:19 2014

Standard disclaimer - you guys are reading WAY too much into it.  

eBay Refuses Suggestions from Users as Matter of P   eBay Refuses Suggestions from Users as Matter of P

by: bloated This user has validated their user name.

Sat Apr 12 21:43:55 2014

Just wanted to say "Here here" to the comment: "I've never seen such barriers to communication as what I see with eBay. The amount of potential good will and future profit that they've squandered is simply staggering" from a_c_green



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