posted on December 15, 2001 10:33:52 PM
I'm miffed that PayPal's customer service no longer accepts direct emails--you have to go through their website first and see if your question can be answered on their FAQ page. That's insulting, if you ask me. I can contact Ebay, Billpoint--even Half.com directly if I have a question.
posted on December 15, 2001 11:27:37 PM
I can't really say that I disagree with Paypal on this topic. So many people will not take the time to look for the answer. They want immediate gratification and expect to get it by sending an email. What most people don't understand is that most questions can be answered immediately just be looking on the site. They are going to wait several days for Paypal to get back to them with an answer. I have managed a large customer service department for many years and I know how much time is wasted by answering questions through email that could have been answered easily by just loking at the site. Also, when a company is flooded with questions that could be answered elsewhere it takes longer to respond to those who have a truly serious problem and need help right away. Just my opinion!!!
We do direct the customer to the help sections first, as many of the qeneral questions can be answered there.It also prevents someone from emailing (spamming) numerous emails with the same question. Logging in also helps us speed up response times, as the type of inquiry you put in routes it to the correct department.
I am sorry if this seems inconvenient, but it really is done to be as responsive as possible.
posted on December 15, 2001 11:55:29 PM
What you're in effect saying, PayPaldamon, is you guys aim your policies toward the "lowest common denominator"--those who don't read the questions in your help section--so you have to train them, right? Why do Billpoint, Ebay, Auction Watch, and even Half.com allow direct questions from their customers? Do they "trust" their customers a little more?
posted on December 16, 2001 07:14:30 AM
paypal is just like any company doing business with consumers,trying to provide service and rein in cost at the same time.
half.com does not get as much customer emails as paypal.
amzn sends out canned emails,if you still dont get it the third time,then you get a customs response from a real person.
you see the same thing here on AW board,members asking question on payment methods,shipping,filing us customs form etc.
posted on December 16, 2001 07:58:13 AM
Even e-bay has a wall of FAQ you go through before sending an e-mail. If it is that urgent Pick up the phoen , they have several number and are a great help.
posted on December 17, 2001 06:10:24 AM
Half.com may ALLOW customer emails but they no longer seem to answer them. In the past monthy I've written three times regarding the same bad transaction I had and they have not answered once. And NOWHERE on their site is there a phone number. Most sites will at least give you a number you can call as a last resort (usually you have to go through a maze to find it, but it's there). If anyone here knows a way to get through to half.com customer service I'd sure love to know.
posted on December 17, 2001 07:45:27 PM
Ultimato- PAYPAL'S PHONE NO. IS 1-888-TRY-HALF (6 am-6pm M-F). Their email address is
[email protected]. Hope this helps.
posted on December 17, 2001 07:50:15 PM
Hey folks--we pay PayPal for their services, just like we pay fees to Half.com, Ebay, Auction Watch, and Billpoint. Yet PayPal is the only one that has cut off direct contact to their customer service via email. I simply don't buy it that this is "for our own good". I love PayPal, but I HATE that they took this away.
