eBay suffers serious technical problems #ebaydown

It’s one way to celebrate your 19th Birthday (yes, eBay is 19 today).

At a conservative estimate, from what we’ve observed, the vast majority of eBay users (buyers and sellers) were not able to login to eBay this evening for approximately 4 hours. That meant sellers couldn’t go about their business and buyers could not part with their money.

This was a repeat of an incident earlier in the day which saw buyers and sellers experience similar difficulties using the marketplace. However, on that occasion (I suspect because it was the middle of the night stateside) we didn’t see such a backlash and brouhaha. We reported that problem this morning here.

As I write (22:45 BST), it seems that people can login again and undertake some functions. But we at Tamebay still can’t see vital information in My eBay. eBay have been in touch to say the issue is resolved. Do you agree?

Statement from eBay at 20:30 BST: “Today, some eBay users are experiencing issues when signing in to the site. Based on our initial investigation, this appears to be the result of technical issues that occurred during scheduled server maintenance.

It is only impacting a portion of our users; most eBay users are unaffected. We’re working to resolve this issue quickly and will continue to keep our customers updated. We apologise for any inconvenience to our users.”

Clearly, judging from Twitter, this affected users all over the world. And according to some of the emails we’re receiving, it’s still happening, and from our own testing it’s still not 100% resolved. Let us know your experiences.

Perhaps, even in 2014, we should expect even top websites such as eBay to suffer widespread glitches and problems like this on occasion. But what I do know is that in 2014, the communication plan that eBay employed is neither acceptable or successful. They need to talk and reassure people from the earliest moment: on Twitter, on Facebook, in public. That they didn’t is pretty reprehensible.

Updated, Thursday 4th September 2014 15:00 BST. eBay have given us this comment:

“While many users were unaffected, we know any interruption for our users is frustrating. We’re very sorry for the inconvenience this may have caused the buyers or sellers involved. We will credit sellers for fees related to listings affected by this and make sure their seller rating is not impacted by defects or the inability to upload tracking or print shipping labels. Affected sellers will be contacted by email in the coming days.

We understand the high expectations our community has for our platform. We’re working now to put safeguards in place to help ensure this issue doesn’t happen again.”