Customer Service

[ajs_coins_and_alchemy]

Alright, I have to say/ask this...

We've all had our share of issues on here that we needed Customer Service for. Everyone always says "go to facebook" to get real help because the customer service reps you get through "normal" EBay channels are useless...

I just had a problem with my Amazon account (direct issue with Amazon, not 3rd party). I got on a Customer Service "chat" and dealt with a CS rep. My problems were resolved literally within minutes,  (a subscription that was supposed to be cancelled wasn't cancelled, even though I had emails confirming cancellation, I was still getting charged ... rep not only cancelled service but refunded me -- hassle free, told them the problem and they said "hang on a sec" and they came back 1-2 minutes later with the problem 100% solved.)

So here is my question ...

How high does EBay need to raise FVF fees before they begin to employ some real customer service reps like Amazon does????????  😂😂😂

[buyselljack2016]

To a level that will eliminate many of us 🤣

[psfhobbies]

I got a Ebay Security CS rep this afternoon had no clue what I was talking about. Noise in the background was horrible. He had heavy accent I could not hear or understand him well. Then call got dropped or I was hung up on no call back or anything not even a message in my mail about the contact...??? Terrible place anymore I've been here 25 years and am working on leaving to do something else..tired of this place

[iamalwaysright]

They already have these reps. Just not for the general population.

[rosachs]

I have trouble with phone calls in general - my tinnitus makes some calls almost totally scratch noise, and frankly a lot of reps I've called speak way too fast for this old brain to properly parse and comprehend.  And don't get me started on accents - it took me years to understand Southern after we were relocated from the Twin Cities in MN to Memphis in TN!

That said, I have had nothing but great experiences with Customer Service via Chat.  The bot seldom has the answers I need, but it's still easy to get a rep on the chat and to get things ironed out.  The character limit on messages is a bit annoying, but I've been told I ramble anyway so I think of it as educational and it's not as annoying.  🙂

There are several things I really enjoy with Chat: 

-- I have no issues with accents.  It's still fairly easy to separate English-as-a-first-language and English-as-yet-another language folks, but with text on a screen, I can read, parse, and comprehend at my rate, not theirs.

-- My Chats have never mysteriously been dropped.  And there's no VoIP issues with who's turn it is to talk. 

-- The written nature of the communications allows me to better explain what I'm calling about.  I can get flustered when a call moves too fast - that simply doesn't happen on Chat, and I love that.

-- Not all the reps are Superstars, but I've had more great reps on Chat than mediocre, so I'm good.  This may also have something to do with the fact that I usually have issues at work - 20K feedback, mid-level store, selling since 2007-2008 I believe.

-- But the best thing is the transcript I get via email once the chat is over.  This allows me to refer back to EXACTLY what was discussed, what was asked, and what was stated.

As much as I disliked having to wear a mask at work for 2+ years, I do appreciate the pandemic forcing companies to perform (not just think) outside the box.  Customer Service is not easy, but some reps sure can make it seem that way.  Others are just holding on until they can find 'something better'.  🙂

-Bob.

[slippinjimmy]

but I've been told I ramble anyway

People who tell you that are lying!

[iamalwaysright]

I’ve been told numerous times by eBay cs that I’ve been a pleasure to talk to, I was the best call they handled during their shift, or they wished all callers had the same demeanor and mindset as me. I didn’t even have to buy them dinner first.

[postcardcountry]

Knock on wood....I have rarely had to have interaction with eBay customer support.   

The latest time I had a question / issue I messaged  the customer support reps on Facebook.    I received a quick response, a human response - and ultimately an accurate response.  (I had 2 shipping dings due to bad weather - I missed by 1 day).  They did indeed go away before my next evaluation.

I admit, I went that route rather than calling, out of curiosity.   I know I run about of patience when the 'customer support' rep does not speak clearly, there is too much background noise, and doesn't seem to understand what I am asking.  I did customer support for years in another lifetime...I know people can be difficult but geesh do you have to start with (and it seems to be a universal off-shore thing) 'not to worry, I will help you with this' .  Because, that's the first sign they probably can't.

[dhbookds]

We get alot of complaints about CS...........but when you consider the 1000's of calls they must take.......how many are actually answered badly?   I kind of wonder.......

[bmeexchange]

As someone who use to sell on Amazon, I can tell you your experience is purely the buyer side of CS.  CS for sellers is either lackluster or nonexistent. The majority of problems you face selling on Amazon have to be handled via email. You can not speak to anyone on the phone, even if it's just to get minor clarification. Once they make a decision it's nearly impossible to even appeal. 

[fallgold4031]

I will say this in support of customer service on Ebay.  When I was first learning the system some years ago, I had to make numerous calls to understand things that I was having problems with.  Over the years, I have had to call and get help with various issues.  I have always been treated with courtesy and in most cases my problems have been answered.  I seldom have problems getting thru to them, and you can leave your phone number if the wait is long.  

[rosachs]

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@slippinjimmy wrote:

but I've been told I ramble anyway

People who tell you that are lying!

---

The voices in my head never lie!  They may stretch the truth just shy of total annihilation, but they never lie.  Right guys?  Guys?  Did y'all go out without me?  <grumble grumble grumble>

-Bib.

[rosachs]

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@iamalwaysright wrote:

I’ve been told numerous times by eBay cs that I’ve been a pleasure to talk to, I was the best call they handled during their shift, or they wished all callers had the same demeanor and mindset as me. I didn’t even have to buy them dinner first.

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I think I've stressed a few out - I get a bit 'heated' from time to time.  Especially when something doesn't really make sense.  I realize the rep can't really fix my issues (my wife's been trying for 40+ yrs and made only a little progress), but I do hope that information can be passed up the channel.  Having done a lot of analysis programming (sales analysis, customer buying cycles, salesperson effectivenes, the list goes on and on), I can only hope that eBay actually does look at the numbers and types of complaints and take those seriously.  They cannot afford to lose the mid-range sellers and replace them with inexperienced, unprofessional newbies.  THAT is how your site rep goes down the tubes... one "aw s##t" can wipe away dozens of "attaboy"s.  They (whomever 'they' are) say that a disgruntled customer will tell an exaggerated tale to at least 10 other people, whereas a buyer who finds a great source of quality bargains is unlikely to share that info with more than a very few very close friends.  That's why organic buyer growth is so difficult... it doesn't take much to turn people away -- a lot less than it takes to keep them coming back.

-Bob.

[rosachs]

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@dhbookds wrote:

We get alot of complaints about CS...........but when you consider the 1000's of calls they must take.......how many are actually answered badly?   I kind of wonder.......

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I suspect the numbers are fractions of a single percent... otherwise how would they ever hire anyone to take that abuse?

I've been doing this since 1997, and there are still a lot of things I don't know about eBay because I simply haven't run across those scenarios in my own sales.  I hear the stories... but stories can be exaggerated even without actual intent.  Memories mutate over time... that's why cops take statements at the scene and not a week later.  🙂

-Bob.