Improvements required in the fault reporting system to increase efficency

[moonspender]

The current system is inefficent and needs inprovement and would reduce the impact of IT issues on sellers and reduce Ebays time spent dealing with calls from sellers.

So now for example you have a fault and it goes like this -

1. You check the boards ... nothing there

2. You clear cookies and try chrome because you know thats what consierges will tell you to do

3. You speak to ebay ... they cant fix it .. they log it

4. At some stage it will get fixed, you are not notified when

I spoke to a consierge and they advised the system relies on enough people reporting it so it gets a ticket.

My view is that once a fault gets a ticket there should be a page on comms that shows " known faults " with updates if possible.

Benefit

1. I dont need to waste my time reporting it if its already logged and i can see its logged.... I can list instead and make more money and ebay will earn more.

2. Ebay consierges do not need to take my call .. saving them valuable time to do more important things.

Win Win ... I see lots of inefficencies like this and im baffled why the only things improved are things like bar charts changing to area charts and then back. If ebay does not have an efficencies team they need one.

[auctiongabble]

Totally agree, I am baffled that such a large corporation relies on users to tell them whats wrong with the system.  Or in some cases telling their top tech people what the problem is and the solution needed!

I noticed the change in bar charts and though ebay time could be better spent and resolve actual problems.

Ebay should send updates out to sellers of known issues on the system, or atleast provide weekly newsletter updates to users of what ebay are doing, their plans of improving the system especially for businesses.

kat@ebay 

I've mentioned this many times to you and the team about feedback back to users, atleast something coming back from management to business selelrs on this platform, incentives, offers, there is absolutely nothing.  All i keep seeing is stupid banners to spend money promoting or business loans from ebay!

Users want to see a better performing platform, 

A search function that works and shows relevant items,

Prioritise ebay UK site and only show UK sellers items,

Help businesses and reduce fees, remove costs for shops (what is this actually costing ebay?)

Ebay should have done a flat fee across the board for private and business and kept it low at say 5% commission on sales,

Get rid of promoted listings and ebay should be promoting the site more, it worked before and sellers had far better sales

[bojangled]

@moonspender yes the .com boards have a sticky thread for known tech faults, been told repeatedly that ‘it works differently over there’.  Don’t understand why we can’t have something similar. It would save everyone time energy and ease frustration levels!

Jo

[the-nutwood-collection]

I agree that it saves another user's time in reporting the problem if they can see a list of 'known problems'.

However, one user raises a ticket for a problem they're having.  Maybe it's a problem with the user, not the app.  It's only when many users raise the same problem, that the ticket moves up the list. 

I spent my corporate career in IT.  A ticket raised by one user about a problem that's not business critical is a category five.  In the IT world there are bugs, bugettes, and bijou bugettes.  Category five is a bijou bugette.  You've little hope of a fix for that.

 The ticket will move up the list if the same problem is reported time and time again - that's why multiple reports are needed to get it fixed.