Customer Service Altering Transcripts to Cover Up Lousy Service

[floridahistoryvault]

A disturbing situation I would like to hear comments about:

I am having trouble with eBay customer service correcting errors on my account (they claim I have 3 defects that were not resolved, but I have documentation that shows they were). But this post concerns a somewhat disturbing situation. I was online with eBay customer service chat. During the chat, I took screen shots of our conversation, mainly because I did not know if I could save it. During the conversation, I was transferred to another agent, who blew me off and ended the chat without any reason. When I received the transcript they always email afterwards, that part had been deleted from the transcript and it stated I ended the conversation. I have screen shots that clearly indicate they altered the transcript to "cover up" their lack of service. I consider this unethical at the least, and possibly illegal at the most. I would like someone from eBay to reach out to me about this, and also for the original reason I contacted them. I have been on eBay 22 years, have nearly 16K transactions and no negative feedbacks. Thank you for reading this.

[luckythewinner]

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@floridahistoryvault wrote:

I am having trouble with eBay customer service correcting errors on my account (they claim I have 3 defects that were not resolved, but I have documentation that shows they were).

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"Resolved by the seller" has a very specific meaning when it comes to an eBay defect. 

It means that when a buyer files a dispute, you resolved the dispute via the eBay system by voluntarily agreeing to a refund (or return for refund) and then followed through without either party asking eBay to step in. 

Are you saying that you have evidence this happened, and eBay is counting it incorrectly? 

[my-cottage-books-and-antiques]

Did you advise the second agent that you wanted a transcript of your conversation with him? If only that part is lacking, he may not have known you wanted him to forward it, especially if nothing of substance was achieved. 

[gjs_16]

Well...
I can't quite relate to the specifics of your situation but I can most certainly tell you that eaby customer service is a bit more like "customer no service."  In my case I can recall calling, the first rep couldn't quite help me so they transferred me "a step up" and the next rep couldn't seem to help me either so they also transferred me, and supposedly each one of these was going up to the next higher level of resolution... 
However, these reps give us their name (and if they don't you should ask) and as we spoke I would write down the names they gave me... After about 4-5 transfers I found myself speaking to the same rep I had started with again, so basically they were just circle jerking me around.
Therefore it is not a far stretch for me to see that what happened to you is also quite possible, but I can't say it's specifically ever happened to me, again I don't doubt a word of it and as far as I'm concerned, when it comes to eaby customer service this seems to be par for the course (or at the very least they appear quite unconcerned when it comes to following these shady practices).

[floridahistoryvault]

Yes, for two of them that is exactly what I am saying. For the other, the buyer never received his item, files a "complaint," then realized he input his wrong address. He gave me the correct address and I resent. He never bothered to inform eBay it was resolved and after several ignored messages to the buyer asking him to help, I get a "defect."

But more frustrating than anything is the difficulty, make that impossibility, of speaking to anyone in customer service who can help. Ebay has absolutely no customer service for a corporation of that size. If there was any alternative, I would never sell on eBay. I have pleaded for someone to call me- when someone does, all they say is "we can't help you." Ebay is a horrible company.

[floridahistoryvault]

I have the complete transcript, which clearly shows where they deleted the segment when the "customer service" person hung up on me. I'm glad I saved the screen shots, otherwise they would just deny it. Then again, eBay doesn't care. Horrible customer service.

[tools*]

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@my-cottage-books-and-antiques wrote:

Did you advise the second agent that you wanted a transcript of your conversation with him? If only that part is lacking, he may not have known you wanted him to forward it, especially if nothing of substance was achieved. 

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Nothing of substance is ever achieved when dealing with a second world contractor earning $1 an hour.

[1tuna]

if these are unresolved defects that they said would be taken care of then its a tuff call.

I do not find it leads to a good start with customer service when I start with an attitude about them.

even if you prove shoddy service by the customer service tream its not really going to help you out

it will just proove more or less that they do not have correct advice or bad advice sometimes

if the situation is going to resolve itslef i usally think its up to the automated system to do it for you.

I would keep an eye on my seller dashboard more and try to get the problems taken care of before it gets to 3 of them

good luck

[dariudaudery_0]

eBay customer support - NO training. Outsourcing customer support is never a good idea because in all likelyhood these people that work there have to deal with multiple websites providing so called support.

They just get a script to follow with limited number of options... most if not all have no idea how to deal with any situation that ever so slightly diverts from the script...

I don't blame people working for customer service, i blame eBay for being greedy and not spending any money on training people to work in these positions.

[jes_409715]

How are you able to obtain a transcript? They're giving me a hard time

[kensgiftshop]

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@jes_409715 wrote:

How are you able to obtain a transcript? They're giving me a hard time

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This is an old post and will be closed soon.

Start a new post.

[mam98031]

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@floridahistoryvault wrote:

Yes, for two of them that is exactly what I am saying. For the other, the buyer never received his item, files a "complaint," then realized he input his wrong address. He gave me the correct address and I resent. He never bothered to inform eBay it was resolved and after several ignored messages to the buyer asking him to help, I get a "defect."

But more frustrating than anything is the difficulty, make that impossibility, of speaking to anyone in customer service who can help. Ebay has absolutely no customer service for a corporation of that size. If there was any alternative, I would never sell on eBay. I have pleaded for someone to call me- when someone does, all they say is "we can't help you." Ebay is a horrible company.

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That INR did not create a defect on your Seller Dashboard.  It would have created a ding in your Service Metrics, but that is a completely separate thing.

What are the details about the other two you are concerned about?

Often members get upset with Ebay over not being able to get the results they want when contacting Customer Service or they say they can't find out how to even contact Customer Service.  There are multiple ways in which we all can contact Ebay if the need arises.

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home

[mam98031]

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@floridahistoryvault wrote:

I have the complete transcript, which clearly shows where they deleted the segment when the "customer service" person hung up on me. I'm glad I saved the screen shots, otherwise they would just deny it. Then again, eBay doesn't care. Horrible customer service.

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It really doesn't matter.  It would do nothing to help you with your issues.  Absolutely annoying to be sure.  I've had it happen.  But dwelling on this isn't going to be helpful for you.

[mam98031]

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@jes_409715 wrote:

How are you able to obtain a transcript? They're giving me a hard time

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@jes_409715 

When you contact Ebay through the CHAT, when you are done, a message will appear on your screen to ask if you'd like a copy of it emailed to you.  This is ONLY for the Chat function.

[mam98031]

@kensgiftshop 

Oh heck.    I didn't catch that.  Thank you.  

Sorry for the posts.