EBay Chat Service Intentionally Cut Off

[testedbyteachers]

Is there a complaint procedure for customer service? I was trying to resolve and issue through the chat and the customer rep just basically said that she'd given me the answer and terminated the chat.

[arkwebus · Accepted solution]

So if the time limit is past the chat was correct wasn't it?  It really was too late!

@testedbyteachers 

[*vyolla*]

If you were given advice and the conversation could go no further, it will be terminated.

There is no complaint procedure.

eBay CS are slammed at the moment, and have loads of eBayers to deal with.

Nine times out of ten you don't need to contact them anyway, all answers are in the ebay Help and policy pages, or just ask community.

[pixiesen2012]

ebay CS read from a script,

they give you the answer that they have on their script then close the chat,

I'm not sure what else you were expecting

there isn't an easy route to complain

what issue were you trying to resolve?

[testedbyteachers]

I was a little surprised that while I was typing, an indication that the issue is not resolved for one party, that how quickly they just closed the chat and said that they had addressed all my concerns - which they hadn't!

[pixiesen2012]

what was the issue you were trying to resolve?

[testedbyteachers]

Seller feedback that they'd told me they had rectified but hadn't.

[pixiesen2012]

the negative you have received is far too old to be rectified,


feedback can only be removed in the first 30 days,

and there was nothing in that feedback that warranted removal

[testedbyteachers]

Thanks for the comments - my point was:
1. As the person who was trying to get something resolved, I didn't feel that the customer service helped enough and from experience with other seller platforms thought they'd be more helpful.
2. The chat was purposefully halted. If that is policy, so be it, but I felt it was bad customer service and quite rude.
3. I understand about the time frames and removing feedback - my point was the EBay had told me when the feedback was left, that they would removed the feedback, which it hadn't, and that the feedback is factually incorrect.
4. I accept full responsibility for the feedback and it not be removed within the 30 days. My complaint wasn't with it not being removed, as that in my opinion hadn't been resolved, but with the attitude and deliberate 'cutting off' of the service when it was clear that I hadn't finished needing help.

[ruby*tuesday]

Think you are expecting a bit much @testedbyteachers. CS are in the Philippines. They don't speak good English, are Short Staffed and struggling atm. 

[pixiesen2012]

1. you say they didn't 'help' enough, what exactly do think they should have done when the feedback is too old to be changed?

2. you had been told there was nothing they could do, there was nothing else to say, as far as the CS agent was concerned the chat was over, what else did you expect them to say or do?

3. you should have chased ebay when it was first left, but I doubt they agreed to remove it, as it doesn't break any rules, if you refunded the buyer you could have sent a feedback revision request at the time.

4. your feedback couldn't be removed, there was no more help you could have been given, so, I ask again, what exactly did you want them to say or do?