New app flaw and Ebays customer service response.

[racershaven]

Hello EBay,

I have a 10 year old account with you. I’ve sold half a million dollars through you and have a selling limit of nearly $100k per month. I average $60 a day in fees that I pay to you.

Yesterday you changed your app and it has a known flaw that disallows mobile users to complete listings.

I had 4 employees spend half a day being payed by me trying to list items to no avail. I lost a thousand dollars in future sales during this time but more importantly it wasted $300 in payroll for me.

Last night I patiently spent an hour on hold to get through. When I did it was explained to me that it’s a known problem and I was told to wait as you would hopefully, maybe, have a fix in a “few days”.

For the first time in 10 years I asked you for some help via a credit in my store subscription based on the damages that your mistake made to my business yesterday. I was told that a request would be put in and to look for a credit of a month ($60) for me.

An hour later a credit appeared. I opened it up and you credited me for half a month ($30).

This is insulting. The full month in NO way covers even a small percentage of your error. Half of that is simply an insult to a person who spends a ridiculous amount of money with you every day.

If I have an issue with a buyer it’s a full refund. No questions asked. I take care of them. Even send them extra so I have a “good eBay rating”. I do this based on your recommendations.

Why did you treat me so much worse than you coach me to treat my customers?

Greg Cooper
Racershaven

[hillbillymedia]

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@racershaven wrote:

Hello EBay,

I have a 10 year old account with you. I’ve sold half a million dollars through you and have a selling limit of nearly $100k per month. I average $60 a day in fees that I pay to you.

Yesterday you changed your app and it has a known flaw that disallows mobile users to complete listings.

I had 4 employees spend half a day being payed by me trying to list items to no avail. I lost a thousand dollars in future sales during this time but more importantly it wasted $300 in payroll for me.

Last night I patiently spent an hour on hold to get through. When I did it was explained to me that it’s a known problem and I was told to wait as you would hopefully, maybe, have a fix in a “few days”.

For the first time in 10 years I asked you for some help via a credit in my store subscription based on the damages that your mistake made to my business yesterday. I was told that a request would be put in and to look for a credit of a month ($60) for me.

An hour later a credit appeared. I opened it up and you credited me for half a month ($30).

This is insulting. The full month in NO way covers even a small percentage of your error. Half of that is simply an insult to a person who spends a ridiculous amount of money with you every day.

If I have an issue with a buyer it’s a full refund. No questions asked. I take care of them. Even send them extra so I have a “good eBay rating”. I do this based on your recommendations.

Why did you treat me so much worse than you coach me to treat my customers?

Greg Cooper
Racershaven

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Ebay = Do as we say, not as we do.

[lynnscollectiblesnstuff]

ebay treats all sellers exactly the same ,if you have been here for 1 day or 10 years or 20 years. Its the buyer they really worry about

[mr_lincoln]

@racershaven  Now, take that same little glitch and apply it to eBay being the new Intermediator with Adyen as the Payment Processor and you are waiting for $ 50,000 to be transfered to your account ... and you call and eBay says, "oh, that's a known glitch, you will have to wait, it should be fixed in a week or two" ...

[hillbillymedia]

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@lynnscollectiblesnstuff wrote:

ebay treats all sellers exactly the same ,if you have been here for 1 day or 10 years or 20 years. Its the buyer they really worry about

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No, they don`t treat all sellers the same. One example: The picture fiasco a few months back where ebay lost millions of sellers GTC photos. Some sellers were compensated for their loss and some were not. I could make a whole list of inconsistencies and examples.

[hillbillymedia]

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@mr_lincoln wrote:

@racershaven  Now, take that same little glitch and apply it to eBay being the new Intermediator with Adyen as the Payment Processor and you are waiting for $ 50,000 to be transfered to your account ... and you call and eBay says, "oh, that's a known glitch, you will have to wait, it should be fixed in a week or two" ...

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^^^^^^^Scary stuff IMO^^^^^^^ I`m so glad selling here is just a hobby for me.

[leadgard9]

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@racershaven wrote:

Hello EBay,

I have a 10 year old account with you. I’ve sold half a million dollars through you and have a selling limit of nearly $100k per month. I average $60 a day in fees that I pay to you.

Yesterday you changed your app and it has a known flaw that disallows mobile users to complete listings.

I had 4 employees spend half a day being payed by me trying to list items to no avail. I lost a thousand dollars in future sales during this time but more importantly it wasted $300 in payroll for me.

Last night I patiently spent an hour on hold to get through. When I did it was explained to me that it’s a known problem and I was told to wait as you would hopefully, maybe, have a fix in a “few days”.

For the first time in 10 years I asked you for some help via a credit in my store subscription based on the damages that your mistake made to my business yesterday. I was told that a request would be put in and to look for a credit of a month ($60) for me.

An hour later a credit appeared. I opened it up and you credited me for half a month ($30).

This is insulting. The full month in NO way covers even a small percentage of your error. Half of that is simply an insult to a person who spends a ridiculous amount of money with you every day.

If I have an issue with a buyer it’s a full refund. No questions asked. I take care of them. Even send them extra so I have a “good eBay rating”. I do this based on your recommendations.

Why did you treat me so much worse than you coach me to treat my customers?

Greg Cooper
Racershaven

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First, why are your employees listing stuff on their phones? That's for people that are selling casually. It's a worthless app for selling. Everyone knows that. If you are serious even SLIGHTLY about selling, you'd never use the mobile app.

If you sell that much, I can't see how you'd be put on hold for an hour. I'm NEVER put on hold for longer than a few minutes. Literally. Never. Not even once.  You sell $18,000 a month, you'd be the type of seller that's connected to an American call center right away.

[racershaven]

The phones in our experience are a much faster per item listing tool. The intigration of camera, hardware, and software is a big time freeing aspect for us. We don’t sell items that have stock photos, upc, etc..... so for us the mobile app has been a fast reliable, flexible tool.

As for the hold time. I am simply relaying my experience last night. My guess is that with the issues that this latest app caused the customer service challenges were a bit heavier than usual.

[mr_lincoln]

@hillbillymedia  Me too and yes, it is scary ... The Community has "glitch threads" posted on a regular basis and it takes a long time to correct them, if they get corrected.   Don't get me wrong, I love Selling on eBay but I have been amazed at how they run the venue with the ongoing changes and issues.

[hillbillymedia]

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@mr_lincoln wrote:

@hillbillymedia  Me too and yes, it is scary ... The Community has "glitch threads" posted on a regular basis and it takes a long time to correct them, if they get corrected.   Don't get me wrong, I love Selling on eBay but I have been amazed at how they run the venue with the ongoing changes and issues.

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I`m with you. I love selling on ebay as well which is why I have been so disappointed lately at some decisions they have made, their lack of transparency, the ongoing glitches, and the inconsistencies, not only in policy/policy enforcement but the inconsistencies in the site in general.

[hayley22]

I would just like to support you in just sharing how mind baffling it truly is to consistently hear some sellers state that "using the ebay app and your mobile phone " somehow is for unprofessionals and casual sellers.  Every single time i hear this i feel like i am living in the twilight zone. I cannot imagine having to rely on a desktop computer at this day and age to list.  It gives me flashback nightmares to 1998-99 , although those were BEAUTIFUL times for ebayers. I am an antiques dealer by trade..my full time career...both online and offline ....definitely not a casual seller...and the app is a true foundational necessity to my online business.  

i completely agree with you that the changes we have suffered with this app update are unbelievably hindering performance, efficiency and finances..period...until completely overhauled and fixed.  Just like all of us serious sellers do, we will do what it takes to get through this moment..revisit our desktops for the time being etc etc...  But the point is, we have evolved with ebay past the reliance on a desktop, 2000 steps process for listing.  The old app gave us the ability to list not only professional listings but list in a very timely productive fashion that i desperately wish to have back.  As dramatic as it sounds..no kidding..it is the ultimate example of the whole "dont know what you have til its gone"....wish this whole.update was simply a bad dream. However , until then buddy, you, me and every other seller are in my prayers for perserverance!  Hopefully this too will pass...sooner than later......

[gracieallen01]

Updating and repairing glitches wouldn't be such a problem IF ebay had in-house people to work on it.  However, just like so many places, put in a work order and they will schedule a time - "will you be in next Thursday between 0800 and 1700 so we can send someone by to take a look?".

[m60driver]

Oh please, these type of events are normal costs of doing busness. If only I could have recouped all the costs of vendor and service provider errors, not to mention municpal screwups, over my 40 years of running a brick and mortar store I might be a happy camper.  Oh wait, I am a happy camper because I understand these things (this forum will not allow me to use the more accurate expression)  happen in the regular course of running a business.

[hillbillymedia]

I don`t even own a cell phone but I`m definatly not going to knock folks that use them. Plenty of my customers buy my items using cells. The way I look at it is....if it works for you, all the more power to you!!

[hayley22]

Thank you hillbilly! I respect your response so very much. I think bottom line what is important is that ebay has given its sellers multiple platforms for listing...and whichever way each seller has grown accustomed to, is what works beautifully for each and that platform is imperative for our success!  So with that said....for those comfortable with desktops..it is imperative that the classic site stays functional....and for app listers ...the app must remain functional ...etc etc.  I have a good friend who does not even own a desktop...so this is unbelievably hindering to him.  I personally only use my desktop for label printing each day...but looks like i am going to have to take a very deep breath and get to know it again...hopefully for only a brief period.   Appreciate your supportive response!!