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.