Sell concierge gone?!?

[asaabforever]

I was always able to get a rep on the phone who could actually solve my issues. Today I go to call through the app and it is gone. When I finally find a way to call someone in a call center in who knows where picks up and can’t do anything for me. 

[bigdeals.etc]

Okay everyone. My help page still shows I'm in concierge and I talked to them on the phone just now (kinda). The agent totally helped me shed light on the subject. You can doubt or believe him if you will, as I know others have reported conflicting information.

Concierge as changed to the new ebay Premium Services Dept. The agent I spoke to introduced himself as "Premium Services." He says previously ebay had different departments handling concierge for buyers, concierge for sellers, and merchant accounts (them big businesses). Premium Services department consolidates those departments into one. He says I'll receive the same services as I did as concierge... nothing changed except the name.

Although I don't mind the change, one thing has me worried. There was one time that concierge dept was hammered with calls so they re-routed my call to a Merchant Accounts dept agent. Boy was she rude. She had misinformation and was cocky, constantly talking over me... stating that she has more experience than I do, handling many large accounts that make me look insignificant. (I'm obviously paraphrasing). She didn't like it that I called her out on her "misinformation"... seemed like she just wanted to pass me onto someone else.

Anyway, so there you have it folks.

[valueaddedresource]

Thanks for the update @bigdeals.etc !

[uniwarehousewares]

ebay has one thing best and that is concierge service and i hope ebay spread this service to every seller. better cs helps to improve business.

[stuff4divas]

Ha Ha same here!

But I remember there was a dedicated department for TRS waaay back in time.

That dept disappeared.

It was awesome while it lasted.

[saturdaystoys]

While it's reasonable to update the Concierge program for increased effeciency... the new name seems unnecessary and may be adding to the confusion.  The "Concierge" name was a clear statement of the value eBay placed in their sellers.  The "Premium Services Dept." name opens up a pandora's box of possibilities... as to what additional changes might be embedded within that transition.  It wasn't that long ago that credit card companies started offering "Premium" credit cards (gold, platinum, black, etc.)... all with a steep increase in cost for those programs.

In reality, all we want is consistent access to qualified and competent Customer Support team members.  At this point... for the demoted "Concierge" crowd among us... we no longer have the support services we need.  The off-shore call centers just don't cut it.

The information page for the Concierge program is still active (as of May 14, 2021):

https://www.ebay.com/help/account/changing-account-settings/ebay-concierge?id=4358

Our most significant frustration... is that we weren't just shifted from Concierge to "Premium Services Dept"... but we were dropped from the program altogether... without any notice.  No one within the Customer Support team could explain why we were dropped, nor so many other sellers.  Our eBay seller experience has been downgraded and no one will explain why that happened.

It's beyond comprehension as to why any company would simply ignore communication with its most experienced sellers.  On May 5, we were told that the company would send out an email about the Concierge program changes "in two weeks."  Hello... that should happen BEFORE such significant program changes are made!

[valueaddedresource]

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@saturdaystoys wrote:

It's beyond comprehension as to why any company would simply ignore communication with its most experienced sellers.  On May 5, we were told that the company would send out an email about the Concierge program changes "in two weeks."  Hello... that should happen BEFORE such significant program changes are made!

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@saturdaystoys  - agree with this 100%!  Sellers who were receiving that higher level of service and are now suddenly not deserve answers.

And if eBay can't even do that much - at the very very bare minimum they need to get all of their staff on the same page so that conflicting information isn't being provided.

In the chat this week, @stuff4divas specifically asked about concierge being changed to "premium services" and was very directly told that was incorrect information, the concierge department is still a service eBay provides and is not on hiatus.

https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-May-12-1-00-pm-PT-General-T... 

But given how things seem to go around here that could very easily mean that eBay is just not "officially ready" to announce anything yet, so it's SOP/everything is nominal/pay no attention to the man behind the curtain for now.

[4oregonzfindz]

Hello.  Have been trying to reply to you, and it keeps telling me to review the highlighted areas, and there are none.  It states below that an invalid HTML was found in the message body.  That it was removed.  Tells me to review and resubmit, but it is not allowing that.  I will try to copy and paste below this one...good grief!  Perhaps eBay is making too much money and wants to get rid of some of us

[4oregonzfindz]

What is the PS program?

[4oregonzfindz]

I tried again and it said flooding posts were detected.  Multiple attempts in 3600 seconds.   May try later tomorrow...

[4oregonzfindz]

I agree 100%.  I always noted their names when asked to leave a review.  RAVED about having concierge and how they were always able to assist!  I hope they all have jobs!  I used it probably once every other week.  I came to know a few by name!  

[4oregonzfindz]

I hope so also!!  

[4oregonzfindz]

Do not want to laugh at you, but will laugh with you!  That was pretty darn funny and helped to break up the monotony of this!!  

[4oregonzfindz]

That would certainly be helpful!! 

[valueaddedresource]

@saturdaystoys  @bigdeals.etc  and everyone else who was following this - not sure if you caught this in the chat this week but I thought it was interesting.

brittanie@ebay said

I absolutely understand wanting to be part of the Concierge program.

I am sorry to hear you were treated rudely, that's definitely not what we want.

When we created the program, we focused on including some of our top sellers and buyers, but have limited the population as we test several things. We look at many factors to determine what members to include in our pilot program. Unfortunately, I am not able to provide exact details on what would make a seller eligible for Concierge.

https://community.ebay.com/t5/Weekly-Discussion-with-eBay/Community-Chat-June-9-1-00-pm-PT-General-T...

It seemed odd to me to refer to it as a "pilot program" when the Concierge program has been around for years. 🤔

Still no answers really, but it's sounding more and more to me like whether or not the name actually changes, there may be significant changes to the program and criteria for being included being "tested" out.

[my-cottage-books-and-antiques]

I have only rarely had to use Concierge, but did contact them about an issue a few days ago. The Concierge called me in a matter of minutes, and resolved my issue (a simple one) quickly. So, the program still exists, but more than that, I can't say.