Tech issues + multiple problems

[starla333]

  this is the 2nd part of the first issue since Ebay did not allow me to put in the long issue...

We don't even get a chance to give feedback or do anything since we don't recall exactly what the items were.  Are you guys even aware of any of this ?  I've complained about it before but I don't think your agents passed it on because now it's worse than ever.

  And of course, no one can do a return / refund unless it is past the due date, so it appears we are being targeted in not being allowed to do returns... or is it a glitch, because I just checked our 2nd buying account in Firefox  ( our first account is using Chrome ) and I see that it was the new History yesterday, but today it's back to the old History, with no choice to go to the new history, so it looks like someone is messing around with the programming.

The " Didn't Win " list lasts a month, yet,  the history list items are, as of right now, disappearing.... why is that ?

1. - Speaking of proof of glitches... for over 10 months our CART numbering has not once been accurate.  Over a year ago it was wrong then right, on and off for months, but then about a year ago it has been totally off count consistently.        

  Generally, it's supposed to show what's inside the cart just at a glance but it's never accurate, so we just got used to ignoring it... did you know about this ? 

 Even when we hover the pointer over it, it tells us there's 2 items inside, but when we open it, there's nothing there.

 We have mentioned it to agents, but again, I don't think agents passed it on, or if they did, it didn't get fixed.

1. -  In the new history regime,  if I select to hide an item, it is gone for good,  but in old history it gives me the choice to UNDO the last change.  Why is that taken away in the new hist.   All selections should sit together separately in case I need them again, and when done I can then select to send them to history archives.

 Items have all been separated on the page, so when I get several items in my mailer from one seller, I'd have to open all the tracking buttons to find the match to the mailer which is a daunting burden.  In the old History, they were grouped together showing that the seller sent the group of items in the same mailer.

  Also, in the new history, when I selected to hide an item, it also included the next item under it which I did not want.

I noticed this happening several times... it is so annoying.  I can't do accurate inventory, nor can I give feed back when items disappear out of my control.  Please get rid of the new history program. Thanks.

1. - Leaving feedback... we should be able to finish feedback, then have a way to go directly back to the item and page of item we just came from... it so much faster if we could do that.  I've been using the backspace to go back.

1. - Collections... disappeared.

 We used collections fairly often... it was handy to have it. 

  Last year you chose to get rid of it, and if you did let us know, I don't recall a good effort to alert us so we could get our archives of over a hundred sellers out of our collection. 

 So, when we went to use the collections last summer, they were gone. 

  I found other user complaints that E bay took it out from all of us without any warning to give us a chance to get our collected sellers from it. 

  Guys, that's just not professional to not go out of your way to let us know when you are making any kind of change...

did you just erase our collection ?   We sure would like to get it back.

  You took away sales to the sellers, and we'd have to spend hours and days trying to find similar items when sellers don't use the same terms to describe items... so, you made a huge burden for our business by taking away the collections.

1. - Here's a complaint about sellers who constantly break the rules of accurate descriptions.

  Example, let's say they have a blue rhinestone ring for sale.  They are not always clear about the material description which they put down farther in the middle of the site page.  Pertinent info should be at the ready, in clear view at the top without having to go fishing for it.  Again, it should be easy... not a chore. You'll sell more that way.

You're supposed to be a service of ease, not a business of burdens, right ?

  The title of the item is where they lie, calling a blue colored rhinestone ring " sapphire " when it is only glass or such...

 or they'll call it garnet, topaz, tourmaline, etc. so that when users do a search, their item will be in the results... it's a dirty trick, and many buyers are unwary about this trap. 

  This habit of lying is rampant, and it should be stopped by E bay.  Just look at the negative feedback from buys about these sellers... constant complaints that items don't match the image and / or descriptions.  We've been victim of that trick many times. There are good sellers who are perfectly accurate, but how much time and money do we all spend to gamble in finding the reliable ones ?

  We've called and complained about such sellers to E bay, and then found the same sellers months later still selling the same junk with lies, which means E bay does not do anything about it in all the many sellers we've reported.  That tells us it's not worth the time to report if nothing gets done about it, which means that more buyers are going to be victim to the bad sellers.

1. - This is about the nagging pop-ups when an item is out bid, or any other reason for a pop-up that is in the way of our view and navigating.... they are so useless and annoying.  Either put them on the left in the blank space or get rid of them.  It's not appropriate to annoy customers.

1. - This last one is about the SEARCH button being right under the item menu. They cross over each other when we're trying to navigate, or if the menu disappears, we end up hitting the search button... again, annoying.   Please move them away from menus, thanks.

  We'll I just spent several hours writing this up.  I know you're getting paid, and I sure wish I was too.  It takes the right kind of mind and heart to be business friendly for all involved. I for one know of the work it entails to make things easy and clear for others, so they are not burdened to have to scrounge for what they are looking or searching for.

  We improve our business every year, and I know you want to do the same.

I hope you find this letter useful.  How many other letters to you get that are of this caliber ?  I wrote it not only for our business, but for you and all others who come to you.

 This is supposed to be fun.  That alone is worth doing the extra work to make it so... that is why Disney is successful.

  I would invite you to contact me if you choose.  You did it once last year, but I think you were wondering why we did so my returns...  I told them what I wrote here today.  You need folks like me who care about your business.  It's a good one, and there's room for improvement in good ways that even you'll enjoy.

Thanks for reading this far.

[eelic@tpa.ebay.com]

Thank you for raising up this concern. I hope we will receive a lot or reply. 

[greg5000]

I replied to your first post.  As this is a continuation of it (which may only be viewed as a single separate Post) I've included my original reply at the end. 

With respect to one additional and very important comment you made;

1. - Here's a complaint about sellers who constantly break the rules of accurate descriptions.

Just look at the negative feedback from buys about these sellers... constant complaints that items don't match the image and / or descriptions.  We've been victim of that trick many times. There are good sellers who are perfectly accurate, but how much time and money do we all spend to gamble in finding the reliable ones ?

  We've called and complained about such sellers to E bay, and then found the same sellers months later still selling the same junk with lies, which means E bay does not do anything about it in all the many sellers we've reported.  That tells us it's not worth the time to report if nothing gets done about it, which means that more buyers are going to be victim to the bad sellers.

This is a very serious concern not being addressed by eBay and I share your experience.  I recently purchased numerous jewelry items from a bait & switch seller that were SNAD and with numerous listing and policy violations.  I left Valid Negative Feedback, which was partially removed by eBay at the Sellers request.  I called and had this restored by eBay and then the Seller requested that I change my Negative Feedback for numerous SNAD items and he would also refund me (which eBay confirmed is Feedback Extortion).  Before I even had a chance to reply to the message on the 2nd day after receiving it, the Seller had already contacted eBay again and ALL of my Negative Feedback had been removed!  I contacted eBay and was told that ALL of my Negative Feedback was valid and should not have been removed, but they were now unwilling to restore it.  Removing Valid Feedback is in clear violation of eBay's own Feedback policies and this should never be happening.  I also reported the Seller to Trust & Safety.  If you are reporting bad experiences via Feedback or calls to eBay Trust & Safety, this should be how eBay monitors and controls bad Sellers.  Sadly many of these Sellers are High Volume and eBay does nothing.  eBay cares about is fees and revenue generated from these Sellers (regardless of what they're selling or numerous policy violations.)  This is something that needs to be reported to your State Attorney General's Office, Consumer Protection Division.

My original Post to "Part 1 of 2"

Your post is much appreciated by those like me, who expects logical & well thought out process changes.

I'm a former Customer Quality Manager for a very large International Corporation.   I used to live near eBay Headquarters in San Jose and drove by the campus daily, as it was being newly constructed.  I also had an opportunity to meet the eBay Leadership team last year.

The two major issues that need immediate attention by Corporate Leadership are:

1. Implementing common sense and error free user functionality on the Website.
2. Customer Support improvements, including CS Reps. who actually help to resolve problems and do not violate eBay's own policies by taking improper actions.

As of this post and for the past week+, the eBay Website is not accessible for many customers.  You can see many posts and my posts here at CB Technical Issues re. this.  The poor and slow response, to address this one issue, speaks volumes as to the way eBay treats its customers. 

To those who post a work-around solution for the many, many Technical Issues, Badly Designed Web Pages, and Poorly Designed Processes, these are appreciated, but ultimately they don't address the real concerns being posted.  The work-around solutions are also often limited in resolving problems, may not work, and ultimately add more steps and time to the process.