Ebay have no understanding of the collectors market

[lovewoodbridge]

Having spoken to an ebay representative this morning regarding the new buyer protection policy, it is clear to me that ebay do not understand their collector customers.

I collect postcards and cigarette cards. These are unique items only available from usually private sellers. 

All the representative could say is that buyers will now go to business sellers to buy the item cheaper!! 

HOW? When they don't have the same item for sale?

Just unbelievable. After 15 years this is the final straw for me. I'm done with this awful, clueless company.

[*vyolla*]

In all fairness to the eBay rep, discussing this with an eBay agent who is likely one of those based in the Philippines centre who probably doesn't have an eBay account and has been giving a days training and some eBay guidance pages to refer to is a pointless exercise. 

I'm not sure what kind of answer you were expecting there.

There are half a dozen threads currently on the front page of Seller Central about the upcoming changes, you'd be better off joining in the discussion there. 

[myriad*seller]

Did the eBay rep actually say this?

If so, this is very interesting 

As it shows that eBay do see the problem with the tens of thousands of illegal businesses trading on Private seller accounts

It must show that the reason for this is to expose the illegal sellers and to try to push them to trade legally

WHY didn't they just force the accounts to change to business by holding their funds and suspending their listings?? 

[a45heaven]

Should it not be noted that ebay chose to have recruited individuals who have no experience , then push them forward with no training? well apart from being able to read prepared scripts of course which has led to a dramatic rise again in complaints regarding CS.

The introduction of the Mentor system has helped somewhat from the point of view of experience. However i have a concern as to how the Mentors - who have been trumpeted as being unpaid assistants since their conception - to now see ebay raising funds from buyers to pay for more off shore CS to deal with 'Buyer Protection' ,  when the Mentors were not rewarded.

As part of this, from 4 Feb, a Buyer Protection fee will be added to listings from UK-based private sellers so we can make investments into these protections.

[*vyolla*]

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@a45heaven wrote:

Should it not be noted that ebay chose to have recruited individuals who have no experience , then push them forward with no training? well apart from being able to read prepared scripts of course which has led to a dramatic rise again in complaints regarding CS.

The introduction of the Mentor system has helped somewhat from the point of view of experience. However i have a concern as to how the Mentors - who have been trumpeted as being unpaid assistants since their conception - to now see ebay raising funds from buyers to pay for more off shore CS to deal with 'Buyer Protection' ,  when the Mentors were not rewarded.

As part of this, from 4 Feb, a Buyer Protection fee will be added to listings from UK-based private sellers so we can make investments into these protections.

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Look at the question being asked of them though - it's not an eBay issue about an account or transaction, which they can answer, it's basically asking them to comment on an upcoming change which is out of their job description. Hence me saying that contacting eBay CS is pointless, they're not able to discuss what they think about eBay policy. I don't know why anyone would even bother doing this, waste of their time and just clogs up eBay CS. 

[a45heaven]

Im sorry if ive worded my thoughts wrongly - i appreciate what the Mentors do on these boards and usually express a solution to whats asked, with no reward. 

The paid Community Managers 90% of the time make referrals to various 'teams' during their 1 hour slot most weeks, updates on these referrals is difficult to express.

And now ebay are creating a paid 'team' to perform a 'Buyer Protection' financed by members - is that not a slap in the face of you Mentors?

As you said you dont expect assistance yet from the new CS - i personally never use CS , its just a waste of my time, their answers are not binding nor consistent.

[auctionmike1]

I have been on eBay for 25 years now, and have to agree with all of these comments. The company strategy and the often shoddy software have combined to progressively weaken eBay as a useful tool for collectors. I have already abandoned Delcampe completely several months ago, it looks as though these will be my last few weeks as a buyer OR seller on eBay.

[*vyolla*]

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@a45heaven wrote:

And now ebay are creating a paid 'team' to perform a 'Buyer Protection' financed by members - is that not a slap in the face of you Mentors?

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No, I can't see how that relates to me, I'm not aware there's a new paid team to cover the new buyer protection feature, it'll just be a software tweak.

[a45heaven]

With Buyer Protection, all buyers and sellers will now get 24/7 customer support where you can connect with a real person by phone whenever you need,

So these are not 'new people' then?

What have they been doing up until now, the fees levied seem to be more than a couple of individuals.

And a Software tweak merits a permanent  fee increase - both as a percentage and a fixed fee as has become the normal with ebay these days?

As part of this, from 4 Feb, a Buyer Protection fee will be added to listings from UK-based private sellers so we can make investments into these protections.

ebay have never mentioned raising funds to pay for a software tweak before.

[lovewoodbridge]

Yes, he did. He told me to buy from Business sellers who would not charge the 75p plus 4%. He could not seem to understand that business sellers would not have the unique collectors items that private seller collectors would be selling.

As with all "customer service" advisors he just kept repeating the same ebay line that the new policy was good for buyers, even when I told him that in 15 years I have only ever had one issue buying postcards.

To answer another question, I am almost certain he was not in the Phillippines as he had an African English accent.

[nat11911]

I've found Delcampe to be a very useful site with (oddly) few buyers, so little chance of being outbid on auctions - just change to the 'English version' at top right. At present they have over 2 million listings for postcards and ciggie cards.

[*vyolla*]

Honestly, I've no idea if eBay are taking on more CS staff or how much they're investing in the site, it's not something that I'd ever sit and ponder on given that all businesses are constantly making changes, investments, cuts, upgrades etc. 

[lovewoodbridge]

"I'm not sure what kind of answer you were expecting there"

I wasn't expecting "an answer". I knew he would just repeat what he was told to say, ad nauseum. I simply asked him (and anyone else who listens, haha) to pass on my comments and frustrations to ebay management.

call me old-fashioned, but I still prefer to speak to a real person, than chat with a bot.

[*vyolla*]

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@lovewoodbridge wrote:

"I'm not sure what kind of answer you were expecting there"

I wasn't expecting "an answer". I knew he would just repeat what he was told to say, ad nauseum. I simply asked him (and anyone else who listens, haha) to pass on my comments and frustrations to ebay management.

call me old-fashioned, but I still prefer to speak to a real person, than chat with a bot.

---

You'd have been better off putting something in writing and sending it to eBay HQ if you wanted to pass on your views. All you're doing is putting the real person on the spot and them having to work out a way of getting rid of you without mortally offending you, because they cannot engage in that discussion about policy. 

eBay's bricks and mortar address is on the front page of the user agreement. 

[millcottage]

The best way to feedback to eBay on the changes is to simply stop buying or selling.

When the footfall drops and turnover/profit  fall then they will get the feedback.

If profit increases then they have got it right.

At the end of the day eBay function to make a profit full stop. 

Personally I will sell some high value items before the charges take effect and then stop listing new items.

I used to sell high value items when fees were 70% off weekends and basically paid approx 4% commission.

Buyers will bake the 4% increase in cost into what they pay. Like I do at an auction. If a gold coin is worth say £400 then I will bid as my highest bid  £400 less 25% buying commission. 

What boils my P is eBay not trusting me as a seller after a 21 year 100% positive feedback history of selling.

I send 90% of what I sell within 24 hours (unless buyer requests a delay in posting and 99% within 48 hours.

I communicate with my buyers 100% of the time telling when item will be posted, estimated arrival and advising of Tracking number.

Send most of my sales (95%) via tracked postage and had 1 return ever (buyer changed their mind). I even sold an item I had dated as 2021 in title and buyer asked to return as they read it as 2022. I told them to keep it and refunded them as a gesture of goodwill. I have numerous repeat buyers  also.

Yet eBay will now hold my funds becuase they don’t trust me to send an item.

`What a wat to treat someone who has been with eBay since October 2000 and a seller since 2003.

[plpmr]

"with no reward. "

Well up to this Christmas we used to get a thank you card.

but this year, I for one, did not even receive that.

[a45heaven]

So as i stated you get nothing for your efforts in answering a range of topics from members - are you impressed with the Buyer Protection folks being created or at least a wage for their efforts?

The responses from None Ireland CS  is widely regarded as being one to be avoided including in advice from Mentors.