Dear eBay Leadership Team,
This month I have accumulated over ten emails, each promising a response within the 24-48 hour window, a commitment that has been consistently unfulfilled. Moreover, in January alone, I have spent over four phone calls, each lasting more than two hours, with the assurance of a callback within the same 24-48 hour timeframe. Not once have these promises been honored. This pattern of setting expectations without follow-through is not only unprofessional but also deeply disrespectful to your sellers.
Furthermore, the quality of support provided by your overseas teams in South America and the Philippines is grossly inadequate. It is both frustrating and inefficient that I find myself in a position where I must educate the representatives about the very features and systems of eBay, just so they can relay this information to a qualified employee. This is not the level of service one would expect from a global marketplace with eBay's reputation. At one point I had a small team dedicated highly knowledgeable reps I worked with and they would follow through until a solution was found, but sadly this is a thing of the past.
- Stop making 24-48 hour response commitments if they cannot be met. It is misleading and breeds distrust.
- Ensure that the representatives are adequately trained and equipped to handle complex queries without requiring sellers to provide basic platform education.
- Provide a direct line of communication with a team that has the authority and capability to resolve issues promptly.
As a steadfast member of the eBay community, actively engaged in initiatives from events to government relations, beta programs, and round tables, my commitment is unmistakable, as evidenced by my featured profile (https://www.ebaymainstreet.com/member/john-norman). I am requesting a prompt and detailed response, although, based on past experiences, I expect another hollow promise of a '24-48 hour response'.
eBay, please do better.
Sincerely,
John Norman
eBay Name : MAXOPTICAL
