Please do not ask to repeat complain to some other link

[emailswarup]

Hi,

We often see that the eBay pinks request complaining members to put their same complain thru various links (proper channels !!) of eBay.
I think eBay must change this policy. When members post something on these boards, they log on with their ID and Password, hence get themselves verified to do that. So any complain on the board must be considered as formal. eBay can arrange to route these complains to their preferred depts.

Even with the links in the replies of eBay pinks, its too complicated to make most of the complains, mainly for new users. After all the choosing of subjects and ......if a new member succeed to put on a complain, he / she will most likely receive some useless pre-typed reply which solve nothing, mostly gives more links, makes the matter more complicated and annoys the user.

So, I think it will be better if you increase the human touch, atleast for Indian operations and make things simpler for the suffering & distressed users.

. Best Regards 🙂
Swarup Dutta
Kolkata

[snrama]

Hi,

I strongly agree with Mr.Swarup Dutta. ---------------
With Regards,
Navaneeth (snrama) 😉

[sapana@ebay.com]

Hi emailswarup,

Your point on Contact us link being difficult to use is well taken. I agree that it might be difficult for a new member to find Contact Us link. This is something that we are looking at. However, I am unable to agree with your suggestion on making discussion forums a secondary avenue for Customer Support. Following is our rationale for restricting discussion forums to user to user and eBay interaction and not customer support:

Discussion Forums are a great way for ebay users to interact with each other and find faster/practical solution to their issues. It also gives an avenue for our users to directly interact with eBay team and give frank feedback on site and improvement areas. I feel this is a unique feature, for in very few businesses do users get an opportunity to discuss their experiences in an open, transparent forum, and to voice their concerns directly to the management team members.

You might feel that the above features can be maintained, even while helping new users with Customer Support, however, experience has taught us differently. In Baazee, there was a feature called café, which was similar to Discussion forums. At that time, as a matter of policy, any customer support related issue on the forum was responded by Customer Support. Over time, as users realised that they were getting service on posting on discussion forums, they started to post on café itself, without writing to Customer Support at all. Most Baazee users used to call café a “wailing wall” - a place that was frequented only by a user who had an issue or Customer Support people. Hence, over time, the original purpose of the forums was lost.

Having said the above, I think it is critical to help a user who has any issue or dissatisfaction with their eBay transaction. For the above, ebay is taking the following steps:

- Live chat link is being promoted on all Home Pages, so that users can get faster service.
- Customer Support is constantly trying to improve the quality of the response a user receives. (I hope our users would have seen an improvement in quality over the past months.)
- Contact Us link has been improved to make it more user friendly. We will continue to monitor usage of Contact Us link and make it more user friendly.

I hope the above has helped you understand the reasons behind the policy of not responding to user specific complaints on Discussion forums. As and when we receive any suggestion on improvement of eBay feature, the same is passed on to the relevant team for consideration and action.

Regards,
Sapana

[amitava123gems]

Hi Sapana,Thanx for that.And Hi Swarup and Navaneeth, I am much older than you two.My simple logic says that as long as I am here,I got to follow the simple norms. Nothing wrong in that.May be I got the age only...Truly Amitava

[emailswarup]

Hi Sapana,

Thanks a lot for your message.

Its true that none of us want this board to be another “wailing wall”. So in that respect I agree with the policy of re-directing the complains thru other links.

Thanks for taking the toil to explain the matter in detail. When we write to foreigners, we all write concisely but in India I think many people (like me !!) still prefers good explanatory briefings like this.

Lastly, I thank the pinks for all their replies and the links. But must also say that during my earlier days in eBay, I used to get frustrated by the functioning of the Contact Us link (choosing subjects, getting pre-typed texts etc.). Hope in future there will be more case to case basis individual replies (like this).

Thanks again

:-D Best Regards 🙂
Swarup Dutta
Kolkata

[snrama]

Hi Amitava,

Myself and Swarup's intention is to make the customer support easy.

They had made few good changes for PaisaPay section and I hope this improvement will go on.

Also Sapna, Thanks for your messege. ---------------
With Regards,
Navaneeth (snrama) 😉