atrocious customer service

[vintagefunk01]

If anyone who works for ebay and is able to provide feedback to higher ups or is able to solve issues directly - Im making this post to just describe how completely useless and frustrating it is dealing with any of your outsourced customer support.  

I have a very simple issue, which does require manual review but I could explain the issue to literally anyone who is reading this post to solve it, and yet Ive outright had agents end my chat 3 times for no reason, and also refuse to transfer me to the leadership team.  I've wasted an entire morning getting nowhere, for a KNOWN ISSUE that was previously solved by the Irish team in about 10 minutes.

In summary - its a late delivery defect.  The item was delivered late because Royal Mail sent it on a wonderful journey, but as per Ebay's own policy here: 'https://www.ebay.co.uk/help/selling/selling/seller-performance-overview/transaction-defect-rate?id=4... , if 'Tracking was uploaded and shows that the acceptance scan is within your handling time' the defect should be removed.  It even says elsewhere that 'we've got you covered'.

So what has happened in the last week is that Ebay's (I assume) postal tracking API is missing some updates from Royal Mail.  The first acceptance scan therefore on Ebay's system is delayed, and would read as late dispatch using their system.  The collection scan on Royal Mail's own system is well within my dispatch time, showing collection by Royal Mail the day after purchase (and on the Monday, literally the earliest I could send it, plus I have a one day dispatch time).

Ive included a screenshot that shows Royal Mails tracking on the left, and Ebays tracking on the right, to show the discrepancy.

It simply needs someone to load up Royal Mail's tracking, look at the collection date, and remove the defect. Thats it.  I'd hope anyone who is reading this could do it from my own explanation, yet trying to get customer support who are actually paid for this to even LISTEN to what I'm saying has seemed impossible.

And I really don't see how this even helps Ebay - Im a top seller who can offer premium service, its my ONLY defect and I'm abiding by Ebay's own stated policies regarding removal, yet how this was handled and the fact that its taken an entire day and is STILL not resolved, the refusal to escalate, the rudeness and lack of willingless to understand the issue makes me want to quit the platform if there was any better option.

As stated before, this was all resolved with the same issue previously in about 10 minutes once I actually got to speak to someone in the Irish call center who understood the problem and was able to help.

Is any customer support present here and able to reach out?  Also is there a way to make a written complaint regarding how all this handled such as through a letter I'd post.

[*maetrix* · Accepted solution]

Not sure if this is of any use but I agree that the customer "support" on here is fairly dreadful..i've always got more sense from their twitter account..they seem to be a bit more on the ball.

[wyntersemporium]

If you are a business I go to eBay for business on fb they answer within seconds

[vintagefunk01]

Thanks for this - the twitter account fixed it right away.

That's whats so frustrating as a user - i had 3 agents hang up the chat, a 'supervisor' giving me the copy and paste response and also hanging up, all outsourced.

The one time I get to explain to a support agent who wants to take the time to try to fix it, they solve it in ten minutes leading to a much better user experience.

[*maetrix*]

Glad this helped...as I said,they seem a "lot" more on the ball over on twitter & not so "awkward" at dealing with customer's issues.

[scotavia]

Sorry you havve experienced this.

Unfortunately, I think the facts that

• ebay do not aks for Feedback on how a Customer Service Agent handled your issue
• we cannot contact them directly
• the lack of knowledge and expertice of the staff

all show how low a priority good customer service is for ebay

[mdqp8310]

Useless customer "service". 

I've been left feeling infuriated, stressed, and concerned for my safety after being left at a dead end from my second attempt trying to solve the same issue with a return item that was not as described.

After I have my money back I will be deleting my Ebay account for good.

There are to many personal safety/privacy issues on Ebay amongst many other hair ripping issues. 

The jumper I bought was not as described and had multiple holes in it.

I spoke to the seller who was shockingly argumentative and rude.

I requested a return and refund.

At that point the negative seller feedback I had left was removed.

If I had known my feedback would be removed automatically if I requested a return and refund I would have kept the damaged item so that potential buyers would get a genuine idea of the seller and make their own minds up about whether to buy from him or not. 

I originally had the item sent to my local post office so I didn't have to worry about strangers having my home address, especially nasty one's.

The return label has the sellers address and my home address on it, which I do not want.

I spoke with Ebay twice over the last couple of weeks and even though the first agent assured me the issue would be resolved, it was not.

Once again, Ebay sent me the same label with my home address on it next to the sellers return address instead of the post office address.

I spoke to Ebay AGAIN and the agent I spoke with on the other side of the world kept saying "I understand, I understand" when she clearly didn't understand and was not willing to help resolve the issue after putting me on hold numerous times.

I was told that it's NOT up to Ebay to solve this issue and I would have to speak with the post office instead.

I asked if Ebay would be willing to refund me the postage if I put my own label on the return item.

The answer was "No". 

I've tried to find a complaints section, but I cannot find one. How convenient! This is the end of the road for Ebay and I.

Good riddance!!!