We have an anchor store so have the luxury of a knowledgeable customer service department.
However, there have been a few times the automated system has put us through to 'regular' customer service - and then I totally understand all the frustration of the public when dealing with eBay customer service! I've repeated the same information over and over, asked questions which received no answers (or wrong ones), had to have sentences/questions/responses repeated because I did not understand the rep (and I've lived overseas, I developed an ear for dialects and accents), etc. There's someone in the chair repeating words off a script, but no actual help is to be had which has merit. It's painful.
If I were a buyer or a seller trying to get information or help, I would definitely give up in disgust, it's that bad. (Not the people themselves, just the "service".)
What would I pay? We already do with our anchor store, fortunately. But I know others cannot afford such a thing if they're a 'small' or a hobby seller.
(We call at least on a weekly basis, sometimes several times a day on a bad day. Today has been twice already - mostly to do with eBay's automated returns which have proven to be much less convenient or accurate than eBay would have you believe.)
~M
