eBay Open Letter to eBay san jose, California - eBay
November 8, 2010, Anonymous
Open Letter to eBay (a cautionary tale) I have been a long time eBay user, a loyal customer and seller, advocate, cheerleader, and even a shareholder of the company stock - but my most recent experience has forever changed my opinion of this company.
My journey to resolve a 2-minute simple situation took me deep into the bowels of eBay's indifferent and arrogant customer service department, tumbling down a black hole I found myself in the pit of customer service hell, snarled for weeks in their labyrinth I was flushed out the other end of this mind-numbing experience having wasted countless of hours of my time, only to find myself no closer to a resolution, convinced this company couldn't give a damn about me or any of their customers for that matter, and worse, I am certain this was their objective all along!
Short story: I sold an item to a buyer that ended up in dispute. eBay settled the dispute in my favor, yet the buyer was still able to leave negative retaliatory feedback, even though his stated claim was fraudulent. My question (and request), is it possible to have this erroneous feedback removed? Much abbreviated G rated history of events:
Over the course of three (3) weeks I have spent no less than 30+ hrs on hold.
I have spoken to 22 different customer service representatives and had 6 separate chat sessions.
Each representative required that rehash and re-explain in exhaustive detail, ad nauseam, the same points over and over again (22 + 6 = 28 times) because they keep NO record of your previous call/transcript.
After each lengthy explanation, every rep told me they did not have the authority to help me with this matter, but assured me this would be taken care of, and transferred me to the Trust and Safety dept (who do have the authority) where
Each time I was promptly disconnected or rang busy (19 times).
Each time I was told that if I get disconnected they would call me back. I'm still waiting for those 19 callbacks.
Start over again.
On 3 occasions the transferred call actually made it through (yay!) to Trust and Safety where I was able to explain the circumstances to a live human, only to be put on hold so they could look into it, and then I got disconnected again.
My initial thought was that my experience was the result of complete unmitigated incompetence, which is almost tolerable. But after three weeks of exhaustive effort and numerous conversations with these staffers, I am convinced I was on the receiving end of a malicious and insidious strategy at eBay to throw up so many unbearable, herculean, and painful obstacles that you get worn out, ground down, and just go away bewildered.
However, there is no way anyone can justify and explain-away the experience described above with a just lack of training or simple ignorance in customer service department. This was mean-spirited, arrogant, and disrespectful. The fact that everyone in this department at eBay was on the same page exposes eBay's leadership, the intent of their customer service scheme, and their total lack of regard for those who, in the end, pay their salaries.
This has been, without equivocation, the absolute worst customer experience I have ever encountered. eBay makes the airlines industry look like five-star JD Power customer service rock-stars! As a consumer: It is unacceptable for any company to treat their paying customers with this level of disdain, disrespect, and lack of regard. I have never encountered this level of unaccountability, ignorance, and indifference at any company I have ever done business with. Thankfully, there are many other retail-auction options, so I will vote with my two feet, and take my business elsewhere. As a shareholder: A strategy that centers on giving your customers the proverbial stiff-arm and middle finger is not a sound, ethical, or long-term sustainable business strategy (This also in part explains why my investment has been in the tank for years). A multi-billion dollar company can fly blind for a long time (maybe years) with incompetent pilots, a dysfunctional flight plan, and a broken autopilot, but eventually this vessel will meet the side of a mountain and crash, it is inevitable. As a shareholder I have seen enough to know my investment is not in capable nor ethical hands, so I have sold my entire long term equity position in this company, and will take my money elsewhere. Of course I tried to tell my tale of whoa to someone higher up at eBay, but I was on hold for hours, hung up on, disconnected, etc. etc. This was not meant to be a rant that falls on the trash-heap along with millions of other unanswered complaints, rather I hope this ends up in the hands of someone at eBay that actually gives a damn about the company and their customers, and becomes a wake up call for this once great business.