Why so many questions now in the Member-to-Member Forum? We can't respond; limits useful discussion

[mangorunner]

Why are so many questions now posed in the Member-to-Member forum?  We miss out on so much good discussion when the majority of users cannot reply.  This week, I was researching an issue.  I found four prior posts asking my same, exact question - all four were posted in Member-to-Member - and none of them had a helpful/correct/complete response.  Later in the day, I found the answer and I was unable to respond to any of those four posts.  A little frustrating.

[sunnysouth1]

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@mrdutch1001 wrote:

I check out most of members who post in the forums, new and experienced, newcomers and long timers so yes I know the stats...although not sure those stats mean anything to a newcomer who doesn't get their question answered...

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As I have said before, we are volunteers (not paid by eBay).

Are you insinuating that I don't answer questions?

I'm thinking some of your posts are sarcastic. Mentors work very hard to answer as many questions as we can. 

[mangorunner]

We don't qualify.

[mrdutch1001]

I am not insinuating anything...

questions do go unanswered...

and since I don't qualify to answer in Member-to-Member we'll just say I am quite done with this "discussion" 

Have a great day!

[sunnysouth1]

That's good. I'm done too. You have a great day too.

[buyselljack2016]

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@mangorunner wrote:

Why are so many questions now posed in the Member-to-Member forum?  We miss out on so much good discussion when the majority of users cannot reply.  This week, I was researching an issue.  I found four prior posts asking my same, exact question - all four were posted in Member-to-Member - and none of them had a helpful/correct/complete response.  Later in the day, I found the answer and I was unable to respond to any of those four posts.  A little frustrating.

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I though perhaps that is where the question/subject ends up when someone is seeking help, and gets directed to the "community" when using the eBay help pages, but can't confirm that.

I have specifically used the M2M board when I want a limited member response.

I have read the comments in this thread, and agree, and disagree.

M2M answers for the most part are good stuff. While I appreciate the effort that the mentors put in, and not trying to bash, it sometimes looks like the mentor is suffering from "burnout". 

Rather than a straight forward answer to resolve, they pose a "why did you", "or why didn't you", or "why haven't you" response that comes across as condescending, or  just isn't helpful. If the original poster could have/would have done that, well,  they would have, and would not be on the boards seeking a solution a question.

Now take a look at the boards where anyone can respond, and while there are many posters that can provide excellent/valuable/useful/helpful, responses/solutions, there is a flip side with instances of misinformation/abuse that can be extended to the point that an OP will depart, and never return, not to mention that they will be led astray.

As someone else suggested. You found a solution.  Make the post, @   the others (if within a reasonable time. not bumping from months/years ago) that were seeking that info to prompt them back.

I have done a few, but generally limit my PM action because I am fearful that some newer members may find it intrusive to be contacted by PM.

[eleanor*rigby]

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@mangorunner wrote:

We don't qualify.

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Exactly. When you do, though, you can apply.

I would also mention that mentors are selected not only by an objective criteria but also by a subjective criteria. Their posts are scrutinized for accuracy, completeness, tone, temperament, and other factors that cannot be measured. The number of solutions are taken into account, as well, albeit informally. A poster's ability to stay "above the fray" and not become embroiled in personal board conflicts or interpersonal disputes is also considered.

I'm not implying that any of the above apply (or don't apply) to you in any way, shape or form. I'm just mentioning it as something to keep in mind if you'd like to apply to the program in the future. 

[gracieallen01]

*General Comment*

It seems sort of a shame that a member to member board is needed and mentors are required to man (person) it.

Here we have a billion dollar corp. that doesn't have accurate and up-to-date help category, information or at-hand availability, that doesn't have the available in-house staff that can, with intimate knowledge, answer the questions, has a recommended procedure that encourages site users to go off-site, to ask question and to get results for individual problems, from staff that could be working here, and no devoted, full-time online help staff (or did I already say that?). 

And, many of the people who do answer the questions - whether it is with humor, all seriousness, sarcasm, or whatever, for no pay other than lip-service - have been warned that they might not be welcome, if they are still here, because they don't measure up to the high standards and expectations of the corp.

(personal opinion - your mileage may vary)

[sunnysouth1]

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@gracieallen01 wrote:

*General Comment*

It seems sort of a shame that a member to member board is needed and mentors are required to man (person) it.

Here we have a billion dollar corp. that doesn't have accurate and up-to-date help category, information or at-hand availability, that doesn't have the available in-house staff that can, with intimate knowledge, answer the questions, has a recommended procedure that encourages site users to go off-site, to ask question and to get results for individual problems, from staff that could be working here, and no devoted, full-time online help staff (or did I already say that?). 

And, many of the people who do answer the questions - whether it is with humor, all seriousness, sarcasm, or whatever, for no pay other than lip-service - have been warned that they might not be welcome, if they are still here, because they don't measure up to the high standards and expectations of the corp.

(personal opinion - your mileage may vary)

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No mentor is required to man the M2M board. Most of us were invited to join the eBay Mentor Group by eBay staff and we either accepted the invitation or didn't. Some of us were nominated by other members or asked eBay staff if they could join.

As for warnings, yes eBay staff will warn any member who responds on any eBay Community board if they aren't following board etiquette. This applies to the M2M board too.

[gracieallen01]

@sunnysouth1 

Sorry I wasn't clearer - When I said 'required to', I was speaking of needing, and meeting, the 'necessary qualifications' for responding on that board.  And, that it is a shame that those 'necessary qualifications' and the screening is needed - for lack of a proper infrastructure.

[sunnysouth1]

The requirements and screenings are needed to insure that questions are answered correctly and politely.

Members who have had moderation warnings and post rude comments or comments/responses that are not allowed will of course not qualify for the eBay Mentors Program.

The point of this program is to insure quality responses to members asking on that board.

You might not realize this but there are many members who do not want to call eBay or ask on social media sites. They want quick and direct help so they come to the M2M board to get it.

[lacemaker3 · Accepted solution]

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@mangorunner wrote:

...

The question is why are so many posts in that board.

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There are a lot of posts on the restricted-access Member-to-Member board, because a lot of members are redirected there when they really trying to reach eBay Customer Service.

If you click on the Help & Contact link (at the top and bottom of most pages) it will take you to the eBay Customer Service page. At the bottom of the page, there are links you can use to get more help. One of the links  (on the eBay CS page) says "Ask the community", and when a member uses that link and asks a question, it is posted automatically on the Member-to-Member board.

I believe this is why there are so many posts on that board. There's no option to choose a board, there's no indication that there even are any other boards. It just gets posted automatically to Member-to-Member.

It also explains why so many menbers think they are asking eBay CS, and/or that the answers will be provided by eBay CS.

[lacemaker3 · Accepted solution]

...

The question is why are so many posts in that board.

[gracieallen01]

I believed that was the point of my opinion - that mentors are needed because ebay is lacking in providing the - to some people - customary and appropriate question, answer, help and information assistance needed for the great many users of a person to person oriented website.

No slight meant or intended to the mentors or to the staff that they do have.

[buyselljack2016]

Yup, I was on that page before I made my post trying to see if it went to the M2M when visiting that page, but did not want to click to see where it ended up.  I really had no problem.  I was tempted to just add that "this is a test", but stopped short of doing that.

Another thing with the "ask the community" thing is that it stops the "round 'n round" loop that some can get caught in with the CS pages.

[buyselljack2016]

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@mangorunner wrote:

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@mrdutch1001 wrote:

I have seen many many questions go unanswered in the member-to-member forum and most likely because those questions are asked by new comers and the mentors can't be bothered answering a question that may have been answered elsewhere or some time ago by another member....

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Yes, this, exactly.  The question is asked but left unanswered, partly answered, or incorrectly answered.  No one other than a mentor can do anything about it.

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Not sure the reason for some unanswered, but yes, it is a problem.

Here is an example.  Could I help? Possibly.

Gave little info, but someone might have been able to help.

This poster did not get an answer in December. Now posting again. Irate. All caps. Now possibly too late, but maybe a PP resolution.

https://community.ebay.com/t5/Member-To-Member-Support/I-ordered-an-item-and-the-seller-no-longer-se...

[Anonymous]

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@mrdutch1001 wrote:

I have seen many many questions go unanswered in the member-to-member forum and most likely because those questions are asked by new comers and the mentors can't be bothered answering a question that may have been answered elsewhere or some time ago by another member....

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@mrdutch1001   You are incorrect that "Many questions" go unanswered.  You are looking at certain times of the day when mentors are less available.  But my recommendation to you is to ask Alan to run a report to see what percentage of questions go unanswered in a 24 hour period.  Also, recently Lithium merged with Khoros and there have been numerous issues on the board such as SLOOOW pages loading, mentors kicked out in the middle of a comment and have to comment again, error messages, all that have adversely affected our response rate for over a month.  So what you are seeing over the past month and half is not reflective of our normal response rate.  AND, I can assure you we do Not avoid answering questions at all.  Just look at how many times a day we give the same advice on how to open a INR or SNAD case several times a day.  Bit as mentioned, review the criteria to become a Mentor and if you meet the criteria, then please Apply to become a mentor.  It is not a partial commitment where you just answer when you have the time.  You also need to answer a certain number of questions and spend a certain amount of time on the board to remain a mentor.  

It is irresponsible to assume anything without the facts and Volunteer Mentors are committed to providing correct useful information to eBayers per eBay policies, and willing to devote so much of their time to the board.  So accusing any mentor of avoiding questions is ludicrous.