So what's the deal with support?

[twitchsemporium]

I've been having this issue for a long time on ebay but it's only gotten worse. I call ebay to get an issue resolved and I get abused, ignored, lied to, blown off for 20 to 30 minutes between responses, and if I say a anything about it they tell me i'm being hostile and they're gonna end my call. They claim you're cursing when you are not. I have yet to see a single issue be resolved. I've been told multiple times that they were going to file reports against their co-workers over this for disciplinary action and given 'reference codes' that the next agent you speak to always says don't exist, and they constantly claim my issue is being forwarded to their 'advanced team' and someone will resolve  my issue or respond in 48 hours and then nobody ever does. Every time I contact ebay I have to tell them the entire issue again from start to finish and they give me the run around some more or verbally abuse me.  

Anybody else getting this from ebay? It's been over a year, nothing has changed, ebay doesn't seem to care and they DEFINITELY haven't done anything to fix it or get better quality support staff. 

[dhbookds]

What is your issue?

[twitchsemporium]

Everything I just said is my issue. 

[twitchsemporium]

To clarify my issue is the quality of ebay support staff. I'm sick and tired of being berated and ignored by a  company I pay HUGE fees to 

[soh.maryl]

Sorry to hear you having unpleasant experiences on eBay.  Most common issues here, either as a buyer or a seller, can be resolved without actually needing to speak with anyone at eBay.  If you'd like to return and explain the problem, we'd like to offer help or advice if we can.

That's the reason 

@dhbooks asked for further details of the problem. 

[paraquip · Accepted solution]

It doesn't make a difference what the actual problem is.......the OP is describing an overall condition that is continuing to get worse.

Ebay support is entirely third party.....which means when you call you are NOT talking to ebay.  Who you are talking to is a support company that has limited actions it can take from a knowledge base and set of rules that are black and white and white.

Any deviation from that knowledge base will get you a similar response to what the OP is describing and an associated "you'll be contacted in 48 hours" response that time and time again simply does not happen.

Sadly.....this has become standard practice on the platform when it come to support.......as a 23 year seller on the platform.....support has seriously degraded over the last 18 months.

To sum it all up......if you are inside the box you can get help.....outside the box and you'll spend hour and hours on the phone and be luck to get a resolution after you've talked to the 6th agent and spend 4-5 hours doing so.

HK

[soh.maryl]

Apparently my message was not clear.  What I mentioned was that a large percentage of the eBay issues of both buyers and sellers can be settled without having to make a phone call or speaking with an eBay employee.  Buyers have the MBG, for instance.  And then there's this forum, made up of many experienced eBay buyers and sellers who volunteer our time here to offer help when we can.

Several of us suggested the OP and give details of his problem.  Maybe we could help, maybe not.  But it only makes sense that he should try the easiest avenue to possibly resolve the issue, doesn't  it?

[bonjourami]

You must sell with another id for those huge fees you are paying?

[lakefor94]

@twitchsemporium 

Perhaps there are much easier ways to get questions answered rather than dealing with eBay overseas Customer Service. That service is not going to change, so why not move on.

Instead of banging your head against that wall, why not try to first post your problem here in the "Seller" forum rather than use the Q&A section or others you have tried in the past. Most sellers post in the Seller, Shipping or Returns sections for quicker responses.

The helpful folks here can solve problems much quicker most of the time or can send members to the correct avenue to gain support.

Provide exact details of problems and be willing to be patient as other members run across your posts and provide feedback.

I have not even considered calling eBay support for 4 years or so and I do quite a lot of business here.  What an absolute waste of time that would be speaking with overseas reps.

There are times when eBay needs to be contacted though those times should be very few over the course of many years.

Not everything can be resolved here but you can at least be directed to the correct route to solve the issue.

Best to you this day.

[twitchsemporium]

No, I haven't been doing business because of issues on ebay. 

[twitchsemporium]

Agreed. To clarify my original issue is that I sell loose gemstones under  the correct category on ebay and  support has removed 13k of my listings over 11 times now, restored them assuring me all was resolved, and then kept removing them, claimingg they are drugs, which they are not, and every time i call i go through the same thing! opals! not druggs! it is MADENING DEALING WITH THIS COMPANY AND ALL THE SNIDE LITTLE SMART ELLICS THAT I BUMP INTO WHEN I HAVE A PROBLEM. 

[m60driver]

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@twitchsemporium wrote:

.....

Anybody else getting this from ebay? It's been over a year, nothing has changed, ebay doesn't seem to care and they DEFINITELY haven't done anything to fix it or get better quality support staff. 

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And you are surprised by this?  All of corporate America used the covid pandemic as a cover to reduce customer service operations and either outsource it overseas or replace it by chat boxes that use large language models like GPT3.  Even when you call you sometimes get chat box responses from the CS agent or a prewritten script that may or may not pertain to your specific question..  If you think Ebay is bad try calling an airline.  At least Ebay has decent CS using Ebay for Business on Facebook.

[onefootflipper]

Something about your photos or keywords are getting them flagged as drugs and having them removed by the automated systems. 

I would redo the listings from scratch, if you are showing the gems in little baggies then definitely don't do that.

I have 20,000 sales in the past few years and I don't think I have ever called ebay. They called me once to talk to me about promoted listings on my account. 

[lakefor94]

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@twitchsemporium wrote:

Agreed. To clarify my original issue is that I sell loose gemstones under  the correct category on ebay and  support has removed 13k of my listings over 11 times now, restored them assuring me all was resolved, and then kept removing them, claimingg they are drugs, which they are not, and every time i call i go through the same thing! opals! not druggs! 

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@twitchsemporium 

Takedowns/removals are touchy subjects. Finding your way through the limited eBay support maze for such an issue would be problematic. 

Having listings taken down several times is risky as well, as far as account health is concerned. 

As you already know, some word/words might be triggering the bots to take them down. Could be in the Title, Description, Item Specifics. 

You might try a new thread in the Seller forum for most exposure and see where that leads. 

Product Categories - Jewelry section might work. Stick to one thread at a time for best results. 

Perhaps screenshots of the listing showing Title, Description, Item Specifics may provide leads for experienced sellers in that field. The more information the better. 

Others here may be able to chime in on how to approach. It is a public forum and we don't get to pick and choose who and how they might respond. 

As ecommerce moves forward, support for the seller will continue to diminish as the venues expect sellers to read and understand policies without handholding. eBay and Amazon both lead sellers to the online forums for help. The fees charged are for playing in their sandbox, not dedicated support. 

[twitchsemporium]

I just list them as fire opal pearls,  no baggies or references. just regular pictures with magnification