eBay

bigdeals.etc · ‎01-29-2019

I know all of you who has called CS experienced this problem. This happens to me a lot when calling both ebay and Paypal. The agent takes forever and a day to look up whatever info they need to help your specific issue. And they always comment that their computer is slow and loading. Why?

Are they all running Apple IIe computers or something? Hey agents... try upgrading from your Windows 1.0.

So here is the usual routine. I call and voice my issue. Agent asks for the item/case/return number. Minutes pass as they try to look it up. They comment that their computer is slow or their back-end interface is lame and apologize for the wait... and I usually end up giving a snide remark of how the computers have a mind of their own and we all have a small awkward laugh while still waiting for the info to pop up on their computer.

Yesterday I spoke with Paypal and it literally took them 12 minutes to even just pull up the transaction info. The agent put me on hold after getting the buyer info, name, email, transaction date, and amount. I figured I was on hold because the agent was reading all the notes and briefing herself. After 10 minutes she comes back and asks "what was the buyer name again?" I sigh, and tell her again. What was she doing for 10 minutes?! She complains about her computer and I politely joke that the computer is on "Monday Mode".

Here are the possibilities of what I suspect is actually going on: 1) The computers are actually obsolete and slow. Ebay/Paypal should replace their computers since we pay so much revenue, 2) The back-ends of their systems are chaotic as heck and the agents can't navigate thru it. This is what happens when you keep adding stuff to their systems and never really clean things up. Think of it like if you keep adding renovations on a old rickety house... it ends up being a cluttered mess, or 3) The agent doesn't know jack about computer literacy (like my parents) so they just click around nilly willy hoping to land on the correct page that they need. But they are too proud to ask anyone for help and thus make the caller wait.

Anyone else want to venture a guess?

bigdeals.etc · ‎01-29-2019

Btw, I also "love" it when during that awkward silence waiting for them to look up the info... that they ask me redundant security questions.

"Hey what's your social?" "oh, and your date of birth?" It's like c'mon, you already checked my identity at the beginning of this call 10 minutes ago. Stop trying to pretend you're doing something productive just to fill the silence.

castlemagicmemories · ‎01-29-2019

The rep may be unfamiliar with your issue and is either checking a script or reference materials, or waiting to speak to a mentor or supervisor who can advise. The mentor or supervisor may be advising others and there can be a wait your turn process unfolding there.

Sorry for the delays!

castlemagicmemories · ‎01-29-2019

That's Didn't we just do that?

castlemagicmemories · ‎01-29-2019

They really said, Hey, what's your social?

Wow.

bigdeals.etc · ‎01-29-2019

@castlemagicmemories wrote:
They really said, Hey, what's your social?

Wow.

Yea, last 4 digits. Why compulsively lie then? Just tell me there's a queue for a colleague or supervisor. I've been told that many times too, which is fine. Don't blame the innocent computer... that's just asking for them to rise up against the humans eventually.

bigdeals.etc · ‎01-29-2019

@bigdeals.etc wrote:
@castlemagicmemories wrote:
They really said, Hey, what's your social?

Wow.
Why compulsively lie then?

Ha ha ha. I just heard myself when I asked that question... because ebay/paypal CS never gives false info to get you off the phone huh

But I still wonder if it's truly their computers performance or something else.

castlemagicmemories · ‎01-29-2019

@bigdeals.etc wrote:
@castlemagicmemories wrote:
They really said, Hey, what's your social?

Wow.
Yea, last 4 digits. Why compulsively lie then? Just tell me there's a queue for a colleague or supervisor. I've been told that many times too, which is fine. Don't blame the innocent computer... that's just asking for them to rise up against the humans eventually.

Oh, I wasn't impugning your veracity, I just thought that statement, hey, what's your social, was kind of...casual. Hey was not what I would expect. It won't make you feel any better, but usually that they have to wait in line or consult with someone isn't told to the customer. They just excuse themselves and say they will be back in a few minutes.

And the computer can't defend itself, LOL! Hopefully no uprisings on the horizon, though! Remember I, Robot!

castlemagicmemories · ‎01-29-2019

It could be either; we just don't know.

bigdeals.etc · ‎01-29-2019

@castlemagicmemories wrote:
@bigdeals.etc wrote:
@castlemagicmemories wrote:
They really said, Hey, what's your social?

Wow.
Yea, last 4 digits. Why compulsively lie then? Just tell me there's a queue for a colleague or supervisor. I've been told that many times too, which is fine. Don't blame the innocent computer... that's just asking for them to rise up against the humans eventually.
Oh, I wasn't impugning your veracity, I just thought that statement, hey, what's your social, was kind of...casual. Hey was not what I would expect. It won't make you feel any better, but usually that they have to wait in line or consult with someone isn't told to the customer. They just excuse themselves and say they will be back in a few minutes.

And the computer can't defend itself, LOL! Hopefully no uprisings on the horizon, though! Remember I, Robot!

Yea, I tend to talk pretty casually with the agents and about 90% of the time they seem to respond in the same way with me. OT, I remember recently I was talking with my agent about Magic Cards and Nintendo Switch video games before actually getting to the actual issue that I was calling for. He seemed to light up when talking about it so I figured it would help my level of service. He gave me some helpful video games tips though 🙂

castlemagicmemories · ‎01-29-2019

That's ok, whatever you are comfortable with. I would just have expected something like, May I have the last four digits of your social security number? not Hey, what's your social, but that is just me. Many years of professional communication and I am usually that way anyway, so there you have it...

Nothing wrong with some pleasant conversation on things you have in common. You bonded with the rep through that and possibly that rapport made them more inclined to work with you successfully. Acknowledging their humanity and chatting with them as an equal doesn't hurt.