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Fri Sept 2 2016 21:32:59

eBay White Glove Service Not What It's Cracked Up to Be?

By: Reader

Sponsored Link

Dear Ina,
Re: "eBay Promotes White Glove Customer Service" - Link to Newsflash story

Last week I used the dedicated line and had to wait 35 minutes for a CSR, the next call I was held in queue for 27 minutes. Four calls later and I still have to call one more time in order to insure everything is squared away. 

But using the new service, I have spent about 4 hours with CSR and I am still not confident that the difficulty is resolved.

This white glove service reminds me a lot like the old service - questionable solutions from CSR (which tend to change depending upon who you talk to) and very long waits on hold. They say the service will get better, however I remain unconvinced. We got conned again.
Thanks,
Bert




Comments (28) | Permalink

Readers Comments

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

This user has validated their user name. by: Ric

Sat Sep 3 00:55:26 2016

That is about par for the course dealing with eBay.


In reality, it would seem that eBay's "white Glove" customer service is so named because eBay never wants to get their hands dirty dealing with sellers.

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

This user has validated their user name. by: Marie

Sat Sep 3 02:52:21 2016

"They say the service will get better..."  Good grief, they aren't a new business!  One would think that after a couple DECADES in business they have it down pat on how to properly train their CSR!

I guess because they are calling it something new that this should allow them more time to get it right!  Who thinks this stuff up?!?!?!  So since they are unwilling to do what it takes to get the perks of an Anchor store right, what should they be able to charge the full rate for the store.  We are just suppose to understand that they need more time to get it right.  Well then give credits to all those Anchor store owners that are paying FULL price for a service that ISN'T ready.  Just a thought!

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

by: DingDong This user has validated their user name.

Sat Sep 3 07:02:27 2016

Come on, it's eBay.

You know that sometimes eBay has to scratch their backside and the odds are that they forgot to take off the white gloves. ;-D LOL

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

This user has validated their user name. by: toolguy

Sat Sep 3 10:42:44 2016

In the past 5 years the longest I have had to wait for a CSR is no more then 5 minutes!

Most of the time I'm speaking to someone in under 2 minutes. . .

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

by: quirkyantiques This user has validated their user name.

Sat Sep 3 15:56:19 2016

LOL@ric!!!

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

by: pace306 This user has validated their user name.

Sat Sep 3 21:22:41 2016

eBay, instead of thinking of ways to make the site better, spends its time trying to come up with NEW and EXCITING ways to fleece its seller base.

If they would just have a normal, english speaking, empowered CS agent setup already in place - none of this would be needed.

All this white glove BS is, the same people, the same BS - just called something else for another $400.

eBay is like most large cities who arent satisfied selling parking spaces for 25 cents per 15 mins. They want to use munimeters to have the ability to resell the same spots over and over again "almost at the same time".

In NYC we fixed that by creating a private database and keeping all munimeter parking slips to be shared - in case anyone recieved a ticket. We just trot into court with the slip and show it to the judge.

Shame that cant be done here!

But here is eBay where quality is job ZERO and if you are lucky you may make a sale, if your REALLY lucky you may make some money, and if eBay is lucky ... their buyer will get your money and your item!

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

This user has validated their user name. by: Marie

Sun Sep 4 02:26:15 2016

@pace

I have no problem agreeing with you, but to be fair, Ebay is not charging $400 for the so called "white glove" stuff.  But of course anything someone charges for a service not provided is too much.

By the way, exactly how does Ebay get away with this kind of stuff time and time again.  If this was my phone bill, cable or some other bill with service related items that I was getting billed for some service they aren't providing, well I make a call and get my bill adjusted.  But with Ebay it seems it is allowed for them to charge you for a service they AREN'T providing.  Something is just beyond wrong with that.

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

This user has validated their user name. by: Rexford

Sun Sep 4 03:46:15 2016

Everything eBay do is an effort to monetize.

Knowing this keeps us from falling for their schemes.

The shortened delivery times and this "white glove" scheme are two of the latest examples.

Their Lean Six Sigma folks are working overtime. They are worse than the hotel and airline business.

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

by: FeelingFroggy This user has validated their user name.

Sun Sep 4 10:26:26 2016

OK so I have 3 Anchor stores. This morning I'm trying to get a case closed. Been on the phone waiting for that white glove service 1 hour and 10 minutes.

Update to follow.

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

by: FeelingFroggy This user has validated their user name.

Sun Sep 4 10:45:43 2016

So after cleaning four cat boxes and doing 2 loads of wash finally a real body says hello.

It only took them 1 hour and 44 minutes.

Glad I don't have to call but maybe once a month or two.

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

This user has validated their user name. by: hal_lawton

Sun Sep 4 12:30:16 2016

I am sorry to hear about your experience. I head North America for Ebay. My email is hlawton@ebay.com. If you send me your ebay info, then I will look into the situation and also have someone follow up asap. Thanks. -- Hal Lawton

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

by: pace306 This user has validated their user name.

Sun Sep 4 18:33:55 2016

lmao "HAL"

It will take more than 1 5 minute call to fix eBay .... How much time DO YOU HAVE??????

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

by: pace306 This user has validated their user name.

Sun Sep 4 18:35:49 2016

Marie :)

The problem is that eBay is "only" charging $400 for something they should already be doing for free- if the OP paid $600, maybe eBay would stand up and take notice !

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

by: Russ This user has validated their user name.

Sun Sep 4 20:24:30 2016

Seriously ... EBay represented....

Yo Yo Yo --- eBay in da house.

All is safe and secure in the ecommerce world.

Boom ... Sound of Hal's mic being dropped and hitting the floor....

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

This user has validated their user name. by: toolguy

Mon Sep 5 00:57:56 2016

@ pace306

What's all this talk about $400

eBay's NOT charging 4$00 for customer service. . .

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

by: pace306 This user has validated their user name.

Mon Sep 5 10:07:53 2016

*this reply is ONLY for the dim witted pot smoking eBay seller(s) among us*

The cost of the "free dedicated service" is part of the severely OVERPRICED Anchor store eBay tier pricing.

Since:

1) free listings mean nothing if they arent shown 24/7

2) no one needs that many free listings unless you are listing all of D&H or Ingrams catalog via a feed (so the whole thing is a game)

3) eBay has ABYSMAL customer service (at any store level). WHy cant it be QUALITY CS even if you are a casual seller - dont they count too? Isnt their money "just as green"?

4) why cant eBay hire any of the many unemployed AMERICANS looking for work (after all theres a few MILLION not in the labor force) instead of offshoring it

5) eBay used to have reps for larger (mid sized) sellers and they did away with it all - just to save a few coins (they have 5 billion sitting offshore)

For the price of an Anchor store, you should get HAL LAWTON's (real OR fakes LOL) cell number. You SHOULD be able to get him out of bed at 1 AM, have his kids get you a pizza at 5 AM, and have his dog - chase that pesky chipmunk away 24/7.

But what you get is a bunch of smart alecky San Jose know nothings, %99 who have no real experience, who claim they are "just a venue", who steal money for their buyers, who take money on shipping via FVF yet do/have nothing to do with the process ... and MORE - THAT is what you get.

The OPs point was that even when eBay (yet again)(this time to their special high end customers) promises something it turns into crap.  

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

This user has validated their user name. by: bitbybit

Mon Sep 5 16:41:46 2016

So eBay's using white gloves now for anchor sellers colonoscopies. Doubt eBay will find more money there. I heard it was not what it was cracked up to be.  

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

This user has validated their user name. by: toolguy

Tue Sep 6 00:26:10 2016

@ pace306

I may be a dim witted pot smoker but at least I'm not unhappy with ebay!

Life is Good :-)

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

by: Paul W This user has validated their user name.

Tue Sep 6 02:12:51 2016

I called about a case for my anchor store and got a Utah rep within a minute or so and closed the case within 5 minutes.  I am very satisfied with the service I got.

BTW, those without anchor stores have nothing to add to this discussion and should seek to have their comments removed.

eBay White Glove Service Not What It's Cracked Up   eBay White Glove Service Not What It's Cracked Up

This user has validated their user name. by: Marie

Tue Sep 6 03:22:31 2016

@pace

With respect, the $400 is the Anchor store fee, NOT the fee for this White Glove Service.  Inside that $400 is 10,000 GTC listings and the other benefits of an Anchor Store.  PART of the $400 is for the special or not so special customer service, but not the entire amount, as the Customer Service isn't the only thing Anchor Store subscribers get.

While 10,000 GTC listings may not have value to you, they do to many others.  I use to have an Anchor store, but I dropped it the last time they restructured stores and drop auctions from the free mix.  

I don't disagree with you at all that the so called higher level of customer service should be afforded to all.  But we weren't talking about that.

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