Share:
POST
TWEET
SHARE
SHARE
EMAIL

Comment from eBay’s Tanya Lawler about recent site problems

By Dan Wilson November 12, 2014 - 6:33 pm

Tanya Lawler 2014After Monday morning’s downtime on eBay, we asked eBay to comment on that and other site problem eBay has experienced this year. I’m pleased to say Tanya Lawler, Vice President of eBay in the UK has provided this comment:

“I want to be completely clear: eBay only succeeds when our sellers succeed. To do this you need to be able to trade without disruption.

You rightly expect a reliable platform and over many years eBay has enjoyed a strong track record of system uptime and reliability. Unfortunately in recent months we have experienced multiple issues relating to our infrastructure. Whenever this happens, we take steps to protect sellers but I understand the seriousness of these issues. Ensuring they do not happen at any time is critical, but never more important than right now as we enter the busy Christmas season.

Whenever there is an issue we thoroughly review what happened. Our technical team is putting in place measures to keep disruptions to an absolute minimum and to improve site performance to ensure our marketplace is more robust than ever.

We regret every moment where we do not live up to our customers’ expectations. Nothing is more important than providing a platform you can trust to trade on successfully. We are committed to ensuring our infrastructure maintains that trust every day.”

This is a strident statement and one of the strongest I’ve seen from eBay with relation to the recent site problems. That does suggest that the issue is being taken seriously at eBay HQ.

Needless to say, the proof of the pudding is in the eating so we’ll see if tough talk is matched by action which means we don’t see any inconvenient downtime between now and the end of the Christmas rush.

The one concern that remains unaddressed is that of compo. Obviously, measures are in place to compensate sellers who have auctions that ended during an outage but as eBay keep telling us: auctions really aren’t the core of their business these days. Some sort of recognition to other sellers is surely in order. That said, prevention really is better than cure though.

  • Johnny
    3 years ago

    Just words…The lack of any apology speaks for itself.
    Damage done.

    • Andy R
      3 years ago

      Johnny is right – there is no apology in there!

      Can’t bring themselves to actually say sorry.

      To Ebay sellers are sub-humans who are easily replaced – but not for much longer!

    • Cliff
      3 years ago

      eBay seem to be run by greedy business illiterates with a real sadistic streak. a recipe for an inevitable collapse. If things stay the same, but do expect them to get more insane, I’ll give eBay as we still know it till about this time next year. I’ve been a platinum seller for nearly eight years and a top rated seller for most of that time but with the new defects system I have till about March or April till I’m below standard and thrown off this site even though I have had a turnover of over £1,500.000 in those eight years with 100 percent feedback most the recent years

    • 3 years ago

      To be honest I think you’re splitting hairs. What’s more important to you? A grovelling apology for something that’s history and can’t be changed, or an honest straight talking commitment to what they’re doing to prevent it happening again?

      PS Definition:
      Regret: verb rɪˈɡret:
      To feel sorry about a situation, especially something sad or wrong or a mistake that you have made

    • Simon M
      3 years ago

      Is both too much to ask for, given the fees we pay?

      S.

  • James
    3 years ago

    I saw the recent interview with Tanya. She came across quite smug and wasted 45 mins of our time.

    Maybe she is part of the problem – she totally lacks an understanding of eBay’s problems with its sellers and if she can’t even fudge a reasonable attempt to placate the discontent it shows how out of touch she is.

    Unimpressed

    • 3 years ago

      James,

      Thanks for your views which are clearly and understandably heartfelt.

      What would have impressed you?

      dw

  • Andy R
    3 years ago

    Things still aren’t working properly 48hrs later.

    Sales notifications are not coming through and many of our items are suddenly invisible in searches.

    Can’t help feeling this statement is empty words aimed at stopping a run on the share price.

    Nothing at all in there to actually help sellers experiencing these problems.

    • Chris L
      3 years ago

      Hi Andy
      I had the same problem with sales notifications yesterday evening, I even check to see if my Email Server was having problems.
      I have today got a flood of these notifications by email (the ones from yesterday)
      It seems to be working now, it is a pity that it was not working yesterday evening

  • JD
    3 years ago

    The site is ridden with glitches arising out of rampant initiative indigestion. And so close to the so called ‘peak season’ too.

  • northumbrian
    3 years ago

    we would be impressed with more detailed information of when why and what was the cause and who was responsible

  • chrissieboy
    3 years ago

    Sorry – only a short word but so difficult to say. As for blaming multi issue infrastructure problems, well ebay create the problems themselves. Sincere apology coupled with shop subscription fee discount as gesture of goodwill would be a start, action speaks louder than words. Till the next time soon…

  • chrissieboy
    3 years ago

    Resolution centre / respond case glitch this morning!! Open case INR from impatient buyer opened this morning, can’t respond, message stating “System not available”. Great

  • roger browne
    3 years ago

    Were you and I reading the same statement? ‘This is a strident statement and one of the strongest I’ve seen from eBay …’ To follow that you the decide to contribute a cliche ‘proof of the pudding’ to add to the vagueness! There is nothing in this statement but a change of adjectives. What exactly happened, what exact action was taken to correct things, was any ‘hacking involved? I don’t want exposure of ‘commercially sensitive information’ but in 2014 this simply won’t do. ‘Where is the detail or are we too dim to be able to get it?

  • Joe
    3 years ago

    It’s all words. There have been 4 or 5 major issues with eBay in the last few months, yet they keep happening. It doesn’t matter how seriously someone says they take the issue, what matters is getting them fixed.

    Practically every time eBay make a change, it doesn’t work, and/or breaks something else. And we see constant pointless changes, like changing the wording and the colour of the flags on the item page (by flags I mean things like ‘100% feedback’ and ‘experienced seller’), changing the wording on item sold emails (which were AWOL most of yesterday) and other minor cosmetic changes.

    eBay need to put a freeze on ANY changes, especially at peak, and concentrate on fixing the many things that are broken on their unstable and unreliable platform.

    • roger browne
      3 years ago

      The children have been let loose in the sweet shop. A sweet shop with no apparent manager – only a bank of workers who sit by their computers spending their time making pointless changes to the look of the shop’s online store. They do this in advanced computer language but can’t actually speak the language of their customers. The children, who actually also work for the sweet shop, continue to wreck any carefully arranged displays and to unplug anything that is working. Strangely there are fewer and fewer new customers these days and those who used to buy now go elsewhere… Have a nice day!

  • Martin
    3 years ago

    This is just standard corporate speak, typical of that constructed by PR departments the world over. Full of generalizations, non specific commitments, and a total lack of real information.

    Want I want is honesty, transparency, detailed actions both now and in the future.

    None of this is ever forthcoming from ebay.

  • northumbrian
    3 years ago

    ebay needs to get a grip rather than the Lord Sugar apprentice board room blame shifting and denial of responsibilty

  • Bas
    3 years ago

    This isn’t a strong statement or an apology – it’s akin to a serial adulterer telling his wife:

    “I admit it, I made 1 or 2 mistakes of judgement over in the last year- well, 66 actually, if you count Susan next door,, but that’s not really fair because she’s exceptionally pretty – but I want you to behave like a sensible little woman and rise above it. Now I’ve explained it was just an error on my part, let’s drop the whole thing, and you can continue trusting me for the future. Because I have proved myself an honourable and reliable husband, as you have a right to expect. Let’s not dwell on the past”.

    This statement is just a few placatory phrases shuffled together, and served up to businesses that eBay clearly considers beneath their contempt. It is neither an apology nor an explanation.

    They are constantly, constantly, fiddling with fripperies on the site – we’ve had 4 different “managed returns” systems in the past 3 months, PLUS the quasi-managed returns, introduced to get round the “promise” that nobody would be forced into managed returns without notice.

    If they continue to fiddle, they will continue to break things. That is why they promised NOT to fiddle in the run-up to Christmas. But they just couldn’t resist stretching the tinsel across the hallway like a trip-wire, wiring the Christmas tree lights into the mains, or adding another keg of brandy to the pudding. And they’ve overloaded a system that was already struggling, with inevitable and predictable results.

    Even as those weasel words are being applauded by the aptly named Tamebay, eBay is still fiddling with fripperies. We know this, we see them every day – changing the notifications, giving us a pretty little bell, stopping us accepting returns of part orders.

    The word of command that Ms Lawler needs to give , is “STOP!”

    And until that command is given and enforced across the site, the pre-Christmas trading will continue to be a complete stop-start, on-off, PNR mess.

    • johnC
      3 years ago

      Yes, they have the programmer’s equivalent of Tourettes. They cannot leave anything for 5 minutes without fiddling and usually making it worse.

      In the dim and distant past didn’t they promise to make site changes only a couple of times a year?

  • Andy
    3 years ago

    I have just put a message on eBay power sellers forums regarding the best time to shut my shop eBay’s response was a 24 hour ban for mentioning Amazon they are running scared Well if this is what they think of their customers its a disgrace. I found out the best time to close it from their response its now starting to close down just another 18k listing to end

    The site is now unworkable the only customers that seem to be left are the free loaders and scam artists Too many problems and everything is blamed on the seller regardless of the facts.

    Having to beg to get unfair defects removed is a joke eBay should hang their heads in shame for how they treat their customers

    • Joe
      3 years ago

      I also got a 24 hour ban from eBay community for daring to say ‘the river’, not even Amazon, but ‘the river’

    • northumbrian
      3 years ago

      dont worry you will feel at home here were moderated on this forum for accusing ebay employees of being patronising

    • Mark
      3 years ago

      In all fairness, given that:
      a) eBay subcontract the forum moderation to Lithium, and
      b) there are thousands of other threads about Amazon on there

      its likely that someone at Lithium has got a bit pis*ed on power?

  • 3 years ago

    Also no comment re the broken search engine which is ruining plenty of sellers business and must be affecting ebay’s business as well. Cassini doesn’t seem fit for purpose but ebay don’t seem to want to address this.

  • UlsterGooner
    3 years ago

    Well if that’s a 24hr ban for dare mentioning Amazon, take all your business there for 24 months. I did and now I can actually earn a living.

    • Andy
      3 years ago

      Will be doing spent all afternoon cancelling listings done about 8000 just another 11000 to go just like everything on eBay its a nightmare just to get rid of them nothing is simple even shutting shop not long now before I can get free from these clowns

  • 3 years ago

    It is too late – the damage to eBay UK is already done – no apologies or fixes will help now. Hacking, downtime, glitches, and so many changes that neither buyer nor seller know what they are supposed to do. Both buyers and sellers are leaving in their droves. It is sad to see, but the show must go on, and go on it will, just not on eBay

  • Joe
    3 years ago

    I too have changed my listing strategy, it always used to be eBay first before Amazon but I’m now going to put more of my time and energy into listing on Amazon because frankly, it doesn’t keep breaking like eBay does.

    Tanya et al can issue comments to third party sites and eBay can issue curt announcements on their own site, but they have to realise that the consequence of continued outages is that even long time loyal sellers will get fed up and take their business elsewhere.

    I’m not giving up on eBay but it’s most definitely not as high in my list of priorities. I made this decision on Monday as a direct result of the latest outage, when I couldn’t even see the basic information necessary to post my weekend’s orders.

    It’s no good to keep ‘apologising’ then letting it happen again, and I’m just fed up with it now.

  • 3 years ago

    My absolute nightmare is just coming up to about a week before Last Posting Date and hopefully the orders are rolling in and something really serious happens with ebay. All the problems so far have just been the preparation.

    Now with customers all buying for Christmas and ebay is down, not just for a few hours but for days on end. Before anybody accuses me of wishing this. I should add that I have my fingers and everything else crossed that it does not happen and I have made offerings to the Gods. But with ebay anything is possible and a total disaster just at the very worst time would really be typical. And as others have said it will be the Sellers that get the blame.

  • Gary
    3 years ago

    The real issue may be that ebay is trying to be all things to all men and it ain’t working. The focus appears to be mobile as this is considered to be the “exciting” growth opportunity meanwhile the nuts and bolts of the PC system is falling apart at the seams and probably has limited resources thrown at it. The two systems do not appear to be a match made in heaven. The more mobilcentric ebay get the more fragile the system and data becomes.

    Amazon meanwhile have been mobile with Kindle from virtually day one so have more experience in this area.

    • 3 years ago

      If mobile is so important perhaps they should consider making the APP fit for purpose, by showing descriptions, discounts etc rather than trying to find somewhere to stick more adverts!

  • 3 years ago

    Yet another powerseller totally exhausted with this defective site. Fortunately I too have taken much of my trade elsewhere and minimised my purchase of stock for an eBay chritstmas.
    They really don’t get it. There is a corporate arrogance often epitomised by a sarcastic and emotionally unintelligent response from ‘Pinks’ on the boards towards their customers, a regularly truly dismal customer service and a creaking chaotic and unreliable platform. It’s like watching the lingering demise of a much loved and valued family member….

    • Andy
      3 years ago

      If you want a laugh this is the sort of thing we are up against identity’s changed to protect the idiots live chat transcript

      CS number 2
      Welcome to eBay Live chat, my name is CS Number 2. I’m happy to help you today.
      FedupSeller
      Hi I have just been cut off but here is the conversation
      FedupSeller
      Cs number 1

      Welcome to eBay Live Chat, my name is CS number 1. I’ll be glad to help you today with your concern.

      FedupSeller

      Hi I have a buyer who has opened not as described a case demanding a multi buy postage discount this was not offered in the transaction

      Cs number 1

      Thank you for sharing your concern with me. Upon checking, I can see that this matter needs the attention of our specialised team and in order to further assist you, would it be okay to transfer you directly to them?

      FedupSeller

      Hi I have spoken to support last night but nobody has replied to me about this issue

      FedupSeller

      yes that’s fine

      Chat Session Ended, Goodbye. (5010)
      FedupSeller
      I thought I was been put through to the special team but just got cut off instead?
      CS number 2
      Hello, FedupSeller. I’m sorry to hear that your chat got disconnected. It might be that the chat ended due to technical reasons. We regret for the inconvenience.
      FedupSeller
      no problem it happens a lot just lately
      CS number 2
      I understand. Since you are concern about the case which opened against you, You do not have to worry because this matter needs the attention of our Resolution’s team and in order to further assist you, I will need to transfer you directly to them without taking some of your precious time.
      FedupSeller
      thanks
      CS number 2
      Thanks for confirming. Please stay connected while I transfer this chat.
      FedupSeller
      thanks
      CS number 2
      Has transfered you to:Cs number 3
      Cs number 3
      Welcome to eBay Live Help, my name is Cs number 3. Let me review your previous chat transcript, or if you wish you can summarize it for me.
      FedupSeller
      Hi thanks
      Cs number 3
      Hello FedupSeller
      FedupSeller
      I have a buyer opened a case demanding a combined postal discount a discount was not offered in the listing We would normally do a discount and I have been in contact through messages with the buyer but need the case closing and the defect removing from my account before I can help my buyer
      FedupSeller
      The buyer has opened the case for something not offered in the listing this is an abuse of buyer protection policy
      Cs number 3
      I understand that you are not obliged to offer postage discount as you have not mentioned this on listing.
      Cs number 3
      Let me check the details for you.
      FedupSeller
      The buyer has not done this on purpose I think he just does not understand how ebay works and the damage opening a case does
      Cs number 3
      I do agree with you that buyer may not be aware of the procedure.
      Cs number 3
      Let me see the details so that I can provide you best possible solution.
      FedupSeller
      Thanks
      Cs number 3
      May I know the item number in concern?
      FedupSeller
      121xxxxxxxx014
      FedupSeller
      This is the case number if it helps 50xxxxxxx49
      Cs number 3
      I can see that buyer has opened the case on German site stating that item is not as described.
      FedupSeller
      Yes I don’t speak german but his comments are in english
      FedupSeller
      are you still there?
      Cs number 3
      Thank you for waiting.
      Cs number 3
      In this case, as buyer has asked to issue partial refund, may I know if you are ready to issue them opartial refund for shipping cost?
      FedupSeller
      No I want the case closing in my favour as it should not have been opened in the first place then when the case is sorted out I will contact the buyer and sort out the postage issue if I agree to the case refund the defect will still be on my account
      Cs number 3
      Let me share with you that if you are resolving issue with buyer, your account will not be impacted in any manner.
      Cs number 3
      You are surely not obliged to issue refund for postage as you never mentioned it on listing.
      FedupSeller
      The case needs to be found in my favour to prevent the account damage the buyer is asking for something outside of the transaction this is abuse of the money back guarantee. The postage issue is a separate issue
      Cs number 3
      i am optimistic that you may win this case.
      FedupSeller
      The account is impacted as soon as the case was opened the only way to remove the damage if for the seller to win the case.
      Cs number 3
      But as the case is open on German site, you need to escalate the case on German site or contact German support so that they can guide you procedure followed on German site.
      Cs number 3
      Let me share with you that on eBay Uk, if seller is able to resolve issue for buyer (without asking eBay to step in), no defect will appear on account.
      FedupSeller
      I am a customer of eBay UK and if eBay allow eBay Germany to open a case against a UK user they should also allow UK support to support their UK customer I don’t speak german
      FedupSeller
      I don’t believe this as I have been promised this before and the defects always turn up and never disappear
      Cs number 3
      If you wish, I can transfer this chat top the team which handle defect queries and they will also explain you the same thing. You may want to appeal against the defect.
      FedupSeller
      I am not a fool I have been on eBay selling for years and know the defect is on my account and will only be removed if I win the case
      FedupSeller
      I am appealing against the defect now this is why I am asking you to sort out the problem
      Cs number 3
      With regard to your concern, I need to transfer you to the specialised department/team as they handle this type of issue. Shall I proceed?
      FedupSeller
      I feel this is not going well at the moment you accept the buyer is in the wrong why don’t you just throw out the case ?
      FedupSeller
      Yes please I will try again with the next CS
      Cs number 3
      Thank you. Please stay online while I transfer this chat.
      FedupSeller
      ok
      Cs number 3
      Has transfered you to:Cs number 4
      FedupSeller
      Hi
      FedupSeller
      are you still there?
      Cs number 4
      Welcome to eBay Live Chat, my name is Cs number 4. Please give me a moment to read what you have discussed with my colleague so I can help you today with your concern.

      FedupSeller
      ok thanks
      Cs number 4
      Yes, sorry for any delay.
      Cs number 4
      I understand you want assistance regarding defects. I do apologise for the inconvenience this issue has caused you. Rest assured, I will look into this to see how this can be resolved.
      FedupSeller
      ok thanks
      Cs number 4
      Please bear with me for 2-3 minutes while I look further into this for you.
      FedupSeller
      ok thanks
      Cs number 4
      Thank you for patiently waiting.
      FedupSeller
      ok
      Cs number 4
      After checking your account, I can see that the case still open.
      Cs number 4
      Please be advised that as much as I want to, we’re unable to remove defect as
      Cs number 4
      the case was still open.
      FedupSeller
      Yes I need it finding in my favour so the defect is removed and then I can carry on sorting my customers issue out
      FedupSeller
      The buyer has opened the case for something that is not included in the transaction this is clear abuse of buyer protection
      FedupSeller
      You seen shocked the case is still open ?
      Cs number 4
      I know how important it is for you to have this matter settled and I appreciate you bringing this matter to our attention.
      Cs number 4
      I really wanted to help you resolve your concern, so I’ve looked for every possibility to have the Defect be removed in accordance to our existing policies but I’m afraid
      FedupSeller
      We to be honest how this turns out will decide the future of me selling on eBay as its becoming so much hassle and stress I am questioning if its worth the thousands of pounds a year I pay eBay if a simple thing like this takes this long and causes this much stress is it really worth carrying on its getting worse all the time.
      Cs number 4
      to inform you that as the case is still open, defect cannot be removed yet.
      Cs number 4
      While I know that this particular transaction has been a discouraging experience on your part, I can assure you that situations like these are very few and far between on eBay.
      FedupSeller
      Your afraid of what ?
      Cs number 4
      Please understand that we do take these very seriously and you can be assured that we take into account several factors when investigating them.
      Cs number 4
      I would really love to do what’s best for you and I wish I could do more. It’s just that at this point in time, this is the best and only information I could give.
      FedupSeller
      No problem let the defect stick its not a big deal to me I wont be selling anymore or buying after 11 years buying and selling on here and this is the best your customer support can give its not worth it any more Thanks for your time
      FedupSeller
      I give up its just impossible now to sell on eBay
      Cs number 4
      I would like to apologise if the resolution to your problem is not what you wanted.
      Cs number 4
      Please understand that I’ve given you the information and available options to address the issue while referring to our existing policies. If there isn’t anything else that I may help you with, I’m afraid that I will now be closing this session. Thank you for contacting eBay Customer Service.

    • roger browne
      3 years ago

      Thank you for that. This may sound cruel but I am going to keep a printout of your online ‘conversation’ with EBay by my bed for when I find it difficult to sleep. I don’t advise you to do the same as you will only spend the night gnashing your teeth and kicking the bedside tables…

    • Cliff
      3 years ago

      I’ve just noticed that my defects rate on German Swiss Austria eBay is over three times higher than other sites. First thing to do is to stop selling on those sites

    • northumbrian
      3 years ago

      we hear tales of sellers being suspended because their global Dsrs are below standard ,we blocked Germany some time ago ,it seems they leave low ratings as standard

    • northumbrian
      3 years ago

      being forced to block a country because of their Dsr habits makes a mockery of ebays sell to the world message,
      the message we get is sell to Germany if you dare ebays dsrs could get you suspended
      we sell world wide and have a global TRS yet germany was 11%

    • 3 years ago

      I am convinced that there are many who ‘Mark’ in the same way that the Judges Mark at the Olympics. In other words to get the maximum score is very very difficult indeed almost impossible. So the usual ‘Mark’ given is lower than the maximum, indeed often significantly lower than the maximum.

      In the Olympics as long as the Judges always mark to the same standard then it really doesn’t matter. They judge the first competitor and take his(or hers) mark as the ‘Standard’ and Judge everybody based on that. So a better performance gets a higher mark and a poorer mark a lower score.

      But of course that does not work with ebay. But nobody from ebay has ever really taken the time and effort to explain that to the Buyers. So the Buyer leaves a DSR based on the way they mark in the Olympics and the Seller is in trouble with ebay.

    • northumbrian
      3 years ago

      the problem its really quite simple the ethos and culture of most German buyers means they leave what they feel is a reasonable
      3 star , though ebay treat 3 stars as a defect

  • Chris G
    3 years ago

    Talking to Customer Service is nearly always a frustrating waste of time these days.
    It’s actually quite insulting to just have the same old corporate platitudes trotted out all the time.
    And as for the constant outages never mind the apology, or lack there of, it would just be nice to know what caused them.
    Given the total lack of owning up to the massive security breach, until it was forced upon them by the media, it does not inspire either buyers or sellers with any confidence whatsoever.
    However, given the lack of any real competition in many categories, I don’t expect to see any change for the better any time soon.

  • JohnS
    3 years ago

    Unfortunately to me the statement has a massive emphasis on the infrastructure problems, and no acknowledgement that the infrastructure problems may be a result of business decisions to implement many, many changes to ‘improve sales’.
    If a decision is made to introduce a new business process such as C&C, or GSP, seems that the decision is made on basis that the infrastructure is just updated and changed and everything in the world will be rosy.
    Blaming any subsequent issues on the infrastructure alone ignores the systemic problem of not checking the entire system is suitable; including whether the infrastructure is robust enough to support the changes.
    Bit like me deciding to sell a new product, setting up the website, marketing, ordering, returns processes, warehouse space etc but ignoring the fact that the warehouse shelves may not be strong enough to support the new product when it arrives.

  • john
    3 years ago

    I got bored and ticked off with the flannel at “eBay only succeeds when our sellers succeed.” point….Very early in the article lol

    BTW to be honest, does my head in that ebay attempt/make extra effort to protect or make a statement when they have downtime…why bother?

    They do not bother protecting me from undesirable buyers that they let on there site. Why not just penalise me like most other situations that occur that are not my fault or could be helped if they had decent CS/rules.

    As a seller I am not there customer that is blatantly obvious. Customers should be shown respect and consideration, that is not forthcoming from ebay. Sellers are just some mugs that give ebay easy money. Sellers will continue to be abused and used until it is no longer financially viable to do so and that’s the bottom line.

    • northumbrian
      3 years ago

      ebay are in danger of tilting the playing field to such a degree that we all fall off the edge

  • john
    3 years ago

    @Dan Wilson

    Could I just say regarding your comment “This is a strident statement and one of the strongest I’ve seen from eBay with relation to the recent site problems. That does suggest that the issue is being taken seriously at eBay HQ. ”

    The downtime is not a major issue for me. (and I do not think its a major issue for other bigger sellers, these things happen). However the day to day issues on and around ebay/rules/CS are more of an issue.

    This is why so many threads on here go off-topic.

  • Dave from Trumpton
    3 years ago

    I don’t want to be rude, but I don’t even know why Tanya, or any other Ebay Executive come on here or even make statements. It just simply winds up most decent and honest Sellers.

  • james
    3 years ago

    it doesnt matter if its online chat, the fools on the phone, or tanya herself. whatever country, whatever reason you need them, every ebay employee sounds exactly the same.

    “we understand how important X is to you.
    we want you to know we care deeply about X too.
    we’re doing all we can to fix X, and ensure X is better in future.
    eBay is commited to you and X to ensure you’re happy future.
    No we will not fix X.”

    we need you, which is why we’re treating you like absolute filth, but being really superficially polite about it, instead of just actually telling you to F off.

    do you think we’re stupid enough to fall for the generic trotted-out-with-every breath, couldnt-be-less-sincere-if-you-tried, empty platitudes?

    once had an ever so apologetic mugger. he didnt want to stab me or take my wallet, but he was going to anyway. seems familiar to dealing with ebay.

  • fishinahat
    3 years ago

    ……..take steps to protect us?

    What from? Their own fair-ground-ride defect system? That’s not hard – they put it there – they can play with it. What I am looking for is some explanation I can pass on to my bank manager – I don’t think he is too bothered by defects……

    This isn’t a game – it’s my livelihood – I don’t need “protecting” – I need to be in a place where my customers can buy from me.

    I have to say I agree with the people who say ebay is finished – not because it has passed the point of no return – but because there isn’t a person working for them who even realises they are approaching it.

  • JD
    3 years ago

    Amazing – Ebay is in a complete mess YET THEY GIVE SELLERS DEFECTS FOR NOTHING !!!

    A SHAM

  • Mark
    3 years ago

    Listing Analytics RARELY works
    Lots of broken links
    Lots of old links to old pre 2004 pages
    Defects for nothing (numerous clients of mine continue to raise their game yet still punished )

  • Rich
    3 years ago

    My problems are many and varied and worsening, to the point that sometimes there is no solution at all !!! I just view a poor site experience as the norm now, and have adjusted as best I can.

  • Ian
    3 years ago

    I can only get sales by running auctions from 99p on my private account its that slow! Had a look at last Novembers figures. Was doing 7 sales some days. Depressing.

  • Tar Zan
    3 years ago

    I agree with all of you. My annual eBay turnover is 2 million. The customer services at eBay are getting worse month after month. The transcript posted by Andy is actually VERY representative of what most of us if not all will have experienced at some point. There is just so much wrong with ebay that it has really started to concern us now. There is one Spanish gentleman in Merchant Support whos initials are EE. This guy is the epitome of the world’s worst customer service and personifies modern day ebay. Sorry eBay but member since 2004, lifetime sales of almost 8 million sterling and never been so disgusted with your poor service and lack of cooperation.

    • Ian
      3 years ago

      its interesting how many larger sellers like yourself are being affected. I guess theres always going to be small part-time ebayer small business sole traders like me moaning its not working but you go on the forums and there are big sellers with tens of thousands of feedback saying sales are down 50% and they’re being treated badly. I’m really starting to think its true that ebay dont want anyone smaller than Argos / Debenhams / Toys R Us.

  • Tar Zan
    3 years ago

    Hi Ian,

    Big business means the problems are even bigger. Small business owner, at least you get good rest at night. I have a staff of 20 to support and if the business suffers, people get axed unfortunately. Is it not so sad that i sit here during the early hours and have to vent my frustration here on Tamebay. I head up a company who pays ebay over £250,000 a year in ebay fees and i have an accout manager who has such a limited remit. All she is interested in is increasing our sales and meeting her targets so she gets her bonus. Talk about anything operational, problems, issues and they are genuinely not interested.

    The fact is that Tanya and all the other execs at eBay are living in wonderland. Their objective is to ensure the bar charts, scatter graphs and pie charts are all showing increases to satisfy shareholders. They will never see it from our point of view as sellers.

    I absolutely hate the whole anti-eBay bandwagon. Every little something goes wrong and sellers talk about leaving the platform etc. In reality they rarely do. However, for the first time ever i can seriously say that it is now such a pain to sell on eBay that we are starting to consider other options more seriously. No doubt, we cannot shut down or downscale operations over night, but we will now re look at our overall strategy and start to trade in a more stable environment.

    To take the the new returns flow as an example. In principle, i have no issues with it whatsoever as the customer now knows where he/she is with a return and it proves to be a more structured flow which makes sense. But the reality of the matter is that it has become so cumbersome and long winded that it has made life far more difficult for us. To get a final value fee you need to grant a 100% refund. Thats all well and good, but what if you provide the customer an optional prepaid returns label that costs £2 and is deducted from the value of the refund. Customers really value this inexpensive method of return. Well, overnight we learnt that this would no longer be possible and we have thousands upon thousands of preprinted labels as well as a defined internal flow. eBay dont give a monkeys about what matters to you as a business.

    Shipping in to Europe? Well, say hello to giving a full refund if someone decides to return something. Example, if you ship a 5kg package to Russia… item costs £50 and shipping is £40. Customer returns item as it does not fit. You will need to grant a full £90 refund if you want the FVF back.

    Try and talk to merchant support about anything and they are like the biggest barrier you will ever face. Almost like sworn enemies to your business at times. This is their slogan which appears at the end of every email they send to us: “Supporting our biggest and best Merchants tactically, to remove any operational barriers to a thriving eBay business.”. Sorry, but this is bull.

    Let me finish off by explaining a simple case that was brought to my attn today.

    Customer bought a shirt.
    Customer starts a return flow stating “does not fit”.
    Customer returns item with note inside package stating he wants “large”.
    Customer receives exchange.
    Customer escalates case to eBay stating he has not received his refund yet.
    eBay check tracking number and refund customer.

    Easy loophole!

    Had another customer two weeks ago stating he received an empty box. eBay asked us to prove that we actually sent an item to him and not an empty box. I am sorry but how exactly do you want us to prove that? Does our sea of good feedback not tell you enough about our business eBay? The classic eBay response followed which was to say we should pursue this through the courts as it was a civil matter.

    Frankly speaking Tanya et al, i am fed up with eBay’s constant shifting of the goal posts and forced adoption of new policy. The “real” increase in fees has been bad enough and now you guys are treating us like total idiots. The small sellers feel the same way as us bigger sellers. Yes, eBay constitutes a major income stream for us but clearly we no longer feel valued on your platform. We are just a number, albeit a bigger one than some of the others.

    I implore you to sit up and take notice. If your husband/wife/partner is constantly moaning about things, take it as a sign that a separation may be on the cards.

    If Tanya or any eBay senior executive wants to discuss this with me, feel free to email me. You can obtain my email address from Chris Dawson. Tar Zan is not my real name.

  • northumbrian
    3 years ago

    ebays a tool to make money they dont listen,
    trying to change them is a waste of time and effort ,the only way is to adapt

  • Reinald Kurt
    3 years ago

    Have to say i totally agree with the above. I am a seller with 120,000 feedback and am equally annoyed with ebay.

  • Dave
    3 years ago

    Yes, Tar Zan is indeed correct.

    As a case in point, I’m currently 1hour 50 minutes in on my 3rd live chat over 3 days, currently at #46 in the queue trying to reclaim less than £5 for return shipping costs that I’ve been charged because my buyer opened an ‘Item Defective’ return for an item that was actually bought in error as the buyer clearly stated in the return details.

    Why do I have to talk to someone after someone who can’t help day after day.

    I’m not as big as many, but have put £250k+ of sales through eBay so far this year.

    Why is there not a better way?

  • JD
    3 years ago

    And now I am getting a ‘new’ login page (sometimes). At first I thought that I was on a phishing site!!

    Why do eBay think that this is a good idea with absolutely ZERO, ZILCH, NADA announcements?

    Proper websites would only ever do this being totally mindful of the need to maintain customer confidence. Perhaps eBay think that confidence is so shot that they don’t need to bother. Sure looks like it.

    Others have reported it on the UK PSB.

  • chrissieboy
    3 years ago

    You’re very quiet today Tanya considering yet another glitch, are you taking your time thinking up more excuses for the rhetoric claptrap that i am sure will be forthcoming eventually?

Recent Comments

5 hours ago
northumbrian: if I got then minimum wage for all the hours I spent on the business...
6 hours ago
james: “make the UK the... safest place in the world to be online” might need to dispute...
7 hours ago
tyler: We use a 3rd party api system (WP Lister) to import orders, from both Amazon...
8 hours ago
Colin Windsor: It may be just me But Alibaba is now retail not trade?...
8 hours ago
chrissieboy: Amazon apparently no longer take on new sellers of cds due to MM allegedly blocking....