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Very poor service from Ebay's Customer service rep and supervisor
I hate having to write these kinds of posts. Who has time to read another complaint? But if I sit silently, the service won't improve. I've been on Ebay for 20 years. Both as seller and buyer. I'm not looking for scalps but I do believe Ebay could be handling this issue much better than they have. Humans should always have an advantage over robots for customer support but in this case, the humans, who should know better, did not do well.
Some may be aware there is a Global Shipping program to have sellers ship items to ebay and then items are shipped onto buyers. I purchased two such items, car parts, using this program. One item showed up just fine and on time. Reliable Ebay working as expected. But item 2 is delayed. I check the item. Stuck at the airport. Ebay puts the case on hold for 2 weeks, setting Aug 5 as a resolution date. Aug 5 arrives and still no item. I contact support and then the real trouble begins.
The first CSR (customer service rep) is unaware of how the shipping program works, giving me advice to contact the seller. I explain that, in this case, Ebay is the shipper, not the seller. I am the recipient, not the sender, so I can't contact the shipping company, Pittney-Bowes (PB). Better training might have helped this CSR but no one is perfect, so off to a supervisor I am sent. It gets worse. The supervisor starts guessing as to what is going on. Then the supervisor keeps telling me to contact the shipper, sending me a link to PB. The link is for PB's ecommerce solutions, not shipping. I explain that to the supervisor, Roberto, who does not appear to care that he, likely under pressure to do something, sent me a useless link. The problem, Roberto insists he's helping me, even when his isn't and even when I point that out. Perhaps more training for Roberto? I mean, if you're going to bluff, then lose the bluff. Apologize. Don't double down on it.
PB has no way for recipients to contact them. Why would they? I'm not paying PB. Ebay is. I ask Ebay to contact PB to ask what is going on but the supervisor refuses to do so and ends the conversation telling me he sent me a contact to PB. The contact provided is not/not for shipping. Listen please. The supervisor refuses to help, couldn't deal with the problem, then ends the conversation.
As much as I dislike putting up with under-trained or rude employees, I see the seller as the victim. Some person is running a small business on Ebay and previously had a relationship with FedEx, UPS, USPS, etc and used their judgment about the quality of such services. Hypothetically, let's say I used ABS shipping, and one day they fumble a delivery. I stop using them to protect my reputation. But in this case, the seller uses such a service (UPS, FedEx, USPS, etc) to ship an item to Ebay but then Ebay picks a shipper, who, in this case, has failed to deliver an item, then Ebay refuses to help out find out what happens, leaving the buyer to punish one person for a failed delivery. The seller.
Ebay, if you want to play middleman for shipping, you need to do better. Unlike the traditional seller-buyer relationship, you have become a customer of the shipping company and will need to do more to address complaints when shipping goes awry. The magic of Amazon is not the selling of the stuff. It's the shipping.
kensgiftshop
·3 years agoIf they put the case on hold until today and tracking doesn't show it was delivered, you should get your refund.
As for all the calling, it wasn't necessary, let the system do it's job.
redshuma
OP3 years agoI don't think I can disagree with the advice not to bother with chatting or calling. It was indeed quite useless. Unfortunately, in this case, the item was ordered as part of a pair. If the non-delivered item is refunded, I have to return the delivered item. This was explained to ebay, twice, who completely ignored that information and decided "Let's do a refund". Fine, but I now have to return a perfectly good item at my cost. It's useless without the item that failed to get to me.
Ebay absolutely cannot contact Pittney-Bowes?
If Ebay is planning to compete with Amazon . . . this isn't the way to go about it.
kensgiftshop
·3 years agoThe MBG says you either get the item you ordered or your money back.
If you didn't get the item, the only option is to refund.
Can't you order the missing part from another seller and not have to return the part you did receive?
redshuma
OP3 years agoI would like it to be that straight forward. Get the refund, let Ebay deal with the non-delivery, and just get another item. The problem is the items involved often come in pairs so there is a worry that getting the other side of a pair will have some difference. Then again, the items are car parts. What if one item was damaged or malfunctioned and I took it for repair. Would the dealer or repair shop repair both items? Sometimes they do and sometimes they do not.
I'll look into and see what the dealer would do. If left-right parts need to be matched due to similar lot number or version or generation, I'll have to send the delivered item back but if every part made since the inception of the part's manufacture is the same, probably wouldn't hurt to look for another part and order that.
Something to consider at least.