Comments on: Live Help – Communication at eBay – Cornerstone of the Buyer Experience

By: eBay Trust & Safety & Live Help Fails Miserably - Cornerstone Commercial Supply Update « Trading Assistant Journal

Mon, 14 Jul 2008 14:03:09 +0000

[...] July 14, 2008 by Scott Pooler This is a follow up to: Communication Should Be Open And Live Help Communication at eBay [...]

By: Andrea 'Enthal

Andrea 'Enthal — Sat, 28 Jun 2008 14:02:56 +0000

And you thought that you were in real life.
Instead you got sent into a Kafka novel.

Remember the opening credits of the British TV series “The Prisoner”?

Where am I?
In the village.
Who is Number One?
You are Number 6.
I am not a number, I am a free man.
Hahahahahaha.

By: COMMUNICATION should be open - Not restricted! eBay - Please Read This! « Trading Assistant Journal

Fri, 27 Jun 2008 15:42:53 +0000

[...] Find the Article Here: Live Help – Communication at eBay [...]

By: Henrietta

Henrietta — Fri, 27 Jun 2008 06:15:20 +0000

Is there any possibility that this is related to the telephone number and email address on each listing and his About Me page? Soon to be prohibited.

I know we do not have an actual implementation date beyond the ‘July’ mentioned in the May 19th announcement. Typical of the eBay way, however, you will recall TnS started removing digital delivery sales 8 days before the stated cut-off date of March 31st.

It will be July in 4 days.

By: Scott Pooler

Scott Pooler — Thu, 26 Jun 2008 22:46:15 +0000

John,

Thanks… I wonder if a URL for a free video editing suite for mac is the real reason for shutting this seller down?

If it is, and that video suite is not sold by or connected to this seller in any way, then they just have too much time to waste at Trust & Safety.

Thanks for your tip!

If it is as simple as that, we will certainly remove the video. – It would be nice to know…

Getting closer to the 72 hour time limit…

By: John Blayz

John Blayz — Thu, 26 Jun 2008 20:22:05 +0000

I am going to make a bet that this is the reason for the violation…http://tinyurl.com/3t4z6x

This video has a http://www.url.link that is a violation of the links policy. If nothing else, it is a good candidate for the TnS shutdown

john

By: J. T. Byron

J. T. Byron — Thu, 26 Jun 2008 14:23:03 +0000

The problem with eBay fixing their communication problems is that eBay will probably try to do it themselves. And as past performance proves, they usually make things worse.

As we have seen in their attempt to improve seller-to-buyer communications, they have made more of a mess than they have fixed.

My suggestion is that they hire an outside consulting firm that will analyze it properly and do it right. I also hope they will put the money and manpower behind it to impliment it properly. But that might be asking too much.

By: Dave

Dave — Thu, 26 Jun 2008 12:57:59 +0000

Scott,

This is just the situation that I discussed at the “blogger” meeting at eBay Live. I told Brian Burke and the Trust & Safety rep (forgot who it was) “when action is taken against an account, there MUST be a way to communicate with eBay immediately. When eBay suspends or restricts someones account in many cases they are messing with someones livelyhood. The real fear is the “Black Hole of Trust & Safety”. eBay must enable this to be resolved immediately not in the next 24-72 hours.” Brian and the T&S rep acknowledged this and wrote it down on their notepads.

Obviously, this is a problem that is confronting a significant number of users and one that eBay must act on and quickly!

By: Scott Pooler

Scott Pooler — Thu, 26 Jun 2008 12:23:17 +0000

How would you fill out this survey? And, does anyone at eBay ever read the responses?

Thank you for chatting. Please provide us with your feedback so we may serve you better. It will only take a moment of your time.

1: For these first few questions, please rate your overall experience. Later, you will be asked questions about the specific eBay representative who assisted you.

Overall, how would you rate this experience with eBay Customer Support?

Very dissatisfied

2: What was the main reason that you contacted eBay Customer Support?
Selling
Reporting a problem/error with the site

3: Was your original question to eBay Customer Support resolved?

No

4: If not, please select the reason why.
I didn’t feel the agent understood my question or concern

I was referred back to Help pages
I was referred back to Customer Support

My issue requires more info/contact with Customer Support
Rep didn’t answer all of my questions
Referred to Safe Harbor or Billing chat
Technical issue

5: How satisfied were you with the wait time before the eBay representative joined the chat?

Satisfied

6: Did the chat session encourage you to buy and/or sell on eBay?

Our chat had no effect on my buying/selling habits

7: How many times have you contacted eBay customer support regarding this issue?
1

8: If there was one thing we could do to improve our “Live Chat” process, what would it be?

Other

9: Please, elaborate on your choice above.
Allow the representative to answer questions and provide useful information.

10: For this next set of questions, please rate the specific eBay representative who assisted you.

Overall, how satisfied were you with this specific eBay representative’s service?

Neither Satisfied nor Dissatisfied

11: How satisfied were you with the wait time between interactions with the chat rep?

Dissatisfied

12: How would you rate the following aspects of your chat with this eBay Customer Service Representative?

The representative understood my question.

Yes

13: The representative’s tone was friendly and professional.
Definitely Yes
Yes

14: The representative’s explanations and instructions were easy to understand.

No
Definitely Not

15: The responses felt personalized rather than canned or scripted.
Neutral

16: The representative addressed all of my concerns.

No
Definitely Not

17: The representative was knowledgeable about the subject.

No
Definitely Not

18: If there is one thing that the representative could have done to improve your experience, what would it be?

Answer my main question completely
Address all of my questions
Other

19: Please elaborate on your choice above.
Trust & Safety issues with restrictions on accounts need immediate attention, not 24 hour delays and referral to another department. Also, representative gave a bad link three time to contact Trust & Safety, what help is that?

By: Scott Pooler

Scott Pooler — Thu, 26 Jun 2008 12:17:01 +0000

UPDATE:
As of this morning – Approximately 40 hours post email to Trust and Safety – NO REPLY has been generated from eBay of any kind.

My Client just reminded me of the considerable investment he has made in “His eBay” and he is patient but would like answers.

In Richard Carpenters words… “If we did something wrong, we did not know what it was at the time and we will fix it when we know”. “Why won’t they tell us”?

This is an exceedingly difficult situation to explain to a client, or to anyone. There is absolutely no process available to find an answer which will lead to a solution.