posted on February 22, 2001 08:53:56 AM
In my RL business I always have respect for the company reps. But when I have a problem and they choose not to address it I eventually get ticked off and move on.
I can't believe that Marek did not see all of this thread or the other Bidpay one. If there is or was a glitch with the service why not just admit it or just address it? That is all I am asking.
Over all, I do like the service and this is the first problem I have had. It doesn't make me feel confident with the service when the company rep chooses to ignore complaints--not a good sign.
posted on February 22, 2001 09:49:24 AM
I've had nothing but respect for this service, and have always gone to bat for them on the various boards, and Marek knows that.
He's also had no problem responding to my email in the past, but all of the sudden when a couple SNAFU's take place, I become the invisible man.
I offer BidPay as a service to my Overseas customers, and IMO I can accomplish the same thing with Billpoint, and IMO their CS ranks 5 stars.
The last problem [months ago] that I had with Billpoint I had a CS rep email & phone me twice, in less then an hour. He not only acknowledged the problem, but contacted my customers [via phone & email] to walk them through a fix for the problem they were having in paying for their items.
Now that's Customer Service.
Quite frankly, with the amount of customers I have that use BidPay, it won't make much difference if I drop them.
The sad part is I have a new user to eBay AND BidPay & it took me several emails to explain what was happening, and that it was not her fault.
I went ahead & shipped her parcel [she was very excited to have won it] and at this point I have no idea whether the BidPay MO will even show up.
posted on February 22, 2001 11:20:37 PM
Reddeer -Shaani;
Now you know why I generally don't post on the boards... messages and attitudes like those expressed by both of you.
BidPay "does indeed" send TWO confirmation to both buyer and seller for each and every order placed. Just as we have for more than two years.
Naturally, any seller who doesn't get one (and keep in mind that 15% of email is never delivered by some host computers) assumes "we didn't send it".
When an order is placed an initial email is sent letting the seller know the order is pending approval.
When the order is approved a follow up email is sent.
The exception being, if the buyer entered the wrong email (that happens 20-30 times a day) and whenever either the buyer or seller contacts us, we re-confirm the order with copies to both again.
That IS our policy and as I said, always has been and it works 99.999999999% of the time.
Regards... and hope you have a better day than you were when you posted your comments below.
I am rather surprised at your comments. You're right, you have contacted us a number of times in the past and we've always jumped on the issue looking to resolve things quickly.
You actually did us a couple of favors by pointing out customers with problems you had seen on other boards and as you know in the cases where you did that or had to contact us yourself ...we did make every effort to get things corrected.
We really do try and I think you've seen me go out of my way to fix stuff. "You recall that thing you pointed out a year ago about the postings on the board".
We were on that like white-on-rice... and it was thanks to you.
posted on February 22, 2001 11:36:16 PM
Hi Oxford;
You went to the trouble of making a suggestion (and posted it herein). As strange as this may sound, I actually recall your email after having read it again.
You suggested, we make the fact that sellers 'do not have to register' a little clearer.
What we wrote to you was:
It is on the main page.
In the seller FAQ.
In the confirmation email we send to them.
The outgoing email to the seller does say "no registration is necessary and this payment is being mailed to you".
We also said, we take ALL CUSTOMER SUGGESTIONS SERIOUSLY and we replied to you then just as we are now.
I'm not sure why the reply miffed you.
Our reply then (and now) is neither arrogant or uncaring.
We simply stated that the information was indeed stated very clearly in a great many places and that we take all customer requests very seriously.
We have made over 1700 changes to BidPay since it's inception and a GREAT "GREAT" many of those were made at the direct suggestion of users. Both buyers and sellers, in fact... we just made a change to our TOS two days ago because a seller pointed something out to us.
So, we do listen. We do answer our email and we do indeed take ALL SUGGESTIONS and comments to heart.
Just as I am writing this to you now... if we were uncaring... I would not be writing this at all.
So please excuse the original email if you thought it arrogant and uncaring.
Just because you answer an e-mail (you are Mark B, right?) does not mean you care, OR that you take your customer comments seriously.
My concerns were immediately and completely negated by your very first comment - "this is a non-issue" and then continued to be dismissed throughout the letter.
I said it to you before and I'll say it again - you and your staff "truly" need some intensive "customer service" training. AND "business correspondence" courses.
Marek, you also did not answer to the concerns of the others in this thread. Again, just because you do respond, doesn't mean you care OR take your customer comments seriously. Neither is shown in either answer to reddeer, IMO, as neither address his issues or propose a resolution.
Edited to clarify.
[ edited by oxford on Feb 23, 2001 12:12 AM ]
posted on February 23, 2001 12:14:38 AM
Hello Marek
First off, I apologize for my rudeness to you yesterday. I did see that you were making comments on threads so I assumed (my mistake) that you must have seen this thread and the other one with BidPay in the title. I felt that we were being ignored and I wondered why.
Like I said, I do like your service and have not had any other problems with it. We have recommended your service to many bidders and sellers.
I talked to one seller tonight and she received confirmation and mailed her package today but when she went into her account later there seems to be no record of it. It is for a fairly large sum so she is a bit nervous. I guess I can reassure her now that everything is okay.
It is also my opinion that you and your company should be scanning these boards for questions and problems and should have no problem and should not "hate" ("if" you have good CS and can resolve customer complaints) posting on these boards.
You have no problem "marketing" on these boards, why is problem resolution such an issue?
posted on February 23, 2001 12:53:41 AM
Hi Oxford;
I can only say this so many times. You wrote "make it more obvious that the seller does not need to register".
We replied, this was the first complaint of such an issue in two years, we have this information clearly listed in at least four or five places - and - while we take customer comments to heart - we consider it a non-issue.
Yes... you did, we did... and those are indeed the facts.
So once again, all I can say is if that offended you... we're sorry.
I'm a betting man, write an email to 100 websites telling them about some mistake in their TOS...
Willing to bet, 90%+ will not answer you.
Had it not been on our home page.
Had in not been in the confirmation email.
Had in not been in the SELLER FAQ.
Had it not been in the BUYER FAQ.
...
Had it not been printed right on the payment.
Then, it most certainly...would have been an issue and you would have been able to take credit for suggesting a valid change we needed to make.
I did say, we have made MANY changes to our service and web site based in large part of user suggestions....and I did say, we take ALL CUSTOMER COMMENTS SERIOUSLY.
posted on February 23, 2001 01:03:55 AM
Unbelievable.
Marek,
The true measure of a company or service is not in their TOS ("no cost to sellers....ever!" ) or in their normal day to day dealings that do not become problematic - it is in their performance in resolving customer problems and issues in a tacktful, respectful, and successful way. I don't believe that BidPay understands this, and may never.
I don't believe you will, in the near future, or perhaps ever, understand the concepts of good customer support/service and problem resolution. Therefore I will not try to enlighten you any further.
posted on February 23, 2001 06:56:03 AMReddeer;I am rather surprised at your comments.
How so? Do think I should just let these SNAFU's roll on by when 50% of the orders processed by my customers in 1 week through your service are screwed up?
I don't think so.
Now you know why I generally don't post on the boards... messages and attitudes like those expressed by both of you.
Oh my, isn't that a slap in the face. I point out a couple problems I've had with your service recently, I see several other sellers stating problems they too have had, and see you posting on other threads yet ignoring the one I started [in 2 AW forums], and you wonder why I get a bit testy?
HELLO
Naturally, any seller who doesn't get one (and keep in mind that 15% of email is never delivered by some host computers) assumes "we didn't send it".
15%???? Gimme a break. I'm not sure what kind of email server BidPay uses, but if 15% of my email was lost, I'd be out of business by now. That's an extremely weak excuse, and you know it.
posted on February 23, 2001 09:44:19 AM
Hello again Marek
I am getting some flack from my husband this morning because he does not think I was rude and he is wondering why you singled out Reddeer and I when others made just as many comments.
I will stand by my apology as I may have sounded rude. I have not had to deal with your customer service before this so I have no other experience on how things are handled by your company. Obviously others have had different experiences.
I did not see your follow up comment that you feel better now. I just talked to the seller who mailed out her package yesterday after confirmation and then later saw no record of a transaction in her account. She has just logged in and there is still no record of it showing so she is not feeling confident. So now what do I tell her? I would like to help her as I am the one that recommended BidPay to her and this is for a large sum of money.
I am hoping that you are still reading these threads. After all that has happened here I would be very surprised if you didn't!
I have told my friend that it should all work out okay for her and she will get her money--hope I am right!
posted on February 23, 2001 11:04:00 AM
Hi Reddeer;
In the almost two years that you have been using our services I don't see a single problem with your account. NOT ONE.
Every payment entered to your account was sent to you.
Every payment sent to you has been cashed.
You can log in and review your own account, but many (in fact most) of the comments you are making here are just not founded.
The issue of a buyer who entered your country as USA and not Canada. You made that into a Federal Case and posted the message in four different threads about how we screwed it up... and...and...and...and
YES, your buyer made a mistake.
As I mentioned to you on another thread, we have software to CORRECT that and the payment was indeed sent to your correctly addressed so the very thing that got your posting all those messages IS IN FACT NOT A PROBLEM.
The payment WAS PROPERLY ADDRESSED and sent to you in "Canada"
I really wish you would 'at least try' to be a little more positive if you insist on posting messages.
My comment about 15% of email has nothing to do with OUR COMPANY or OUR SERVERS, it is email that isn't received because the server of the person getting it isn't working properly...
posted on February 24, 2001 08:00:55 AMI'm bringing this back up to the first page so ALL can see how disrespectfully and arrogantly this company (BIDPAY) deals with customer complaints. (see post above).
