Thank you for holding up a light to eBay's flawed "defect" system. I want to share with you the message I just left on eBay's community message board, and add my voice to the seller protest.
Defect - The Post office is my employee?? Really eBay?
I just have to add my voice to this discussion. I spent 2 3/4 hours on the phone yesterday with eBay, most of it on hold. The first two people I spoke to assured me that clearly one of my "defects" was not at all a defect (PO error in delivery, customer highly satisfied), and it would be removed (each then transfered me, which put me on hold for about another 20 min. each time).
In the final conversation, the customer service rep. informed me that under no circumstances would eBay remove the defect. Among other baffling reasons, she stated that the post-office is actually my EMPLOYEE so I am responsible for their errors (really - I asked her to repeat and explain this because I couldn't believe it!); and that my customer, by simply contacting me, has had a negative experience despite the fact that he told me he had a POSITIVE experience, left positive feedback, and said in his feedback that he would gladly buy from me again.
This person was so frustrating, irrational in her "rationalizations", and completely insensitive to my concerns that I, a 52-year old, educated, 15-year seller, and, I should add, "non-cryer", broke into tears after I hung up. Trust me, I'm a really stable person - I maybe cry once a year, and usually for something like a death or trauma!!! (Not to mention so upset that I cannot bring myself to do my weekly listings!)
The circumstances of this "defect":
I mailed and submitted tracking for an item in a timely manner. The buyer contacted me that his local PO left a note saying they did not deliver it because they required a signature, and he wasn't home. I was informed by eBay that the buyer opened a case when he contacted me (which he later told me was not at all his intention, he just was asking for assistance) and that my payment for the item was being held until the case was closed.
I assured the buyer that I NEVER require a signature and would gladly contact his local PO if he forwarded the info. This turned out to be not necessary, as the PO delivered the package either later that day or the next day without my intervention. In an email, the buyer thanked me for my attention, said he loved the item, and he left me positive feedback which included "Would definitely buy from this seller again!" And he closed the case.
If eBay is so very, very concerned that supposedly a buyer who has contacted the seller for ANY REASON, by clicking on "haven't received the item," by default has had a negative experience that could turn him off eBay -
- even when the issue is beyond a seller's control, and even when the buyer indicates that they are very PLEASED with the seller and the transaction -
- then please explain to me why eBay's customer service is not at all concerned that I spent 2 3/4 hours on the phone, was told multiple different and conflicting things, and that I let them know this terribly negative customer service experience will probably lead to this 15-year seller leaving eBay.
Despite my expression of dissatisfaction as an eBay CUSTOMER, why does eBay do nothing to address both my specific circumstance, and what is very clearly a major problem with this new "black & white" defect policy for many, many "valued" sellers???
All I'm hearing are rationalizations and excuses from eBay. No one is apologizing for the stress on us small businesses (and people), or for the lack of customer service in rectifying these clearly "non-defect" cases. No one is saying, "gee, "valued eBay sellers," we hear you, you might have a point here, maybe this new policy is like the fishing net that catches a lot of dolphins along with the tuna, and maybe we should consider and rectify your individual "defect" cases while we reconsider how we can "fix" this new policy.
PS - If the post office is my "employee" as the customer rep told me, does that mean that eBay is also my "employee"? And if so, shouldn't you be accountable to your "employers," the people who pay you dearly for your services? Or, if I'm not your employer, but merely a "customer", don't I deserve the same personalized, positive customer service from you that that you expect - and that I deliver - for my buyers?