posted on June 20, 2001 08:32:28 AM
I believe eBay sellers don't have to deal with their customers in a public forum with kibitzers and they don't have to take heckling. The disastified customer gets to leave only one negative feedback and respond once to the reply. I don't think eBay has options for the kibitzers feedback yet, maybe in the next upgrade of the feedback feature.
Should eBay sellers have to deal with customers the same as PayPal in the message board you'd find some seriously annoyed sellers. There is a rumor the customer isn't always right, but that is just a rumor.
I believe eBay sellers don't have to deal with their customers in a public forum with kibitzers and they don't have to take heckling.
None of which would have occurred had the company made just the slightest effort and answered a couple of questions posed by one of its customers.
There is a rumor the customer isn't always right, but that is just a rumor.
I don't think the customer is always right.
I do think, however, that the customer should be able to expect a company representative whose supposed job (among others, I would presume) is to assist in customer inquiries.
This is not a matter of right or wrong- the customer is not requesting a company to take any action. It is rather a matter of a customer asking a question, and the company deciding to evade the issue by providing an answer that is irrelevant to the situation.
I don't find it hard to understand the frustration this causes- do you?
posted on June 20, 2001 09:19:03 AMIt is rather a matter of a customer asking a question, and the company deciding to evade the issue by providing an answer that is irrelevant to the situation.
Sometimes questions are asked for which the answer is "no comment". Sometimes, counter-intuitive as it might seem, one says "no comment" by making no comment.
That was the answer, and it was not evasive.
I know it just seems bizarre to decline comment when you wish to decline comment, but sometimes you just gotta think out of the box.
posted on June 20, 2001 10:06:00 AMI know it just seems bizarre to decline comment when you wish to decline comment, but sometimes you just gotta think out of the box.
Fair enough. You do have to accept, however, that when you do this, you are going to be pissing off some of your customers (you know, the people whose business pays your salary).
As long as the company is satisfied that there is no need to be accountable for certain things, I guess there's not much else to say.
posted on June 20, 2001 10:26:28 AM
People make mistakes; businesses make mistakes; customers make mistakes....we're all human
What I've noted over the past few months is the way in which PP is handling their mistakes or alleged mistakes is what so many users are upset about.
I can't think of one instance where a complaint has been brought to the forum that PP has unequivocally and unconditionally apologized for a mistake made on a users account.
I had to do just that yesterday on a job I made a mistake on for the largest bankrupt utility in the US..*G*...
I apologized, fixed my mistake the same day and guess what? Brought another job back to the shop after delivering my repaired mistake back to them.
That's what customer service is all about.....
Personally, I think PP would have a much different approach if our complaining users were looking PPD right in the eye....amazing what tone of voice and body language can communicate...
posted on June 20, 2001 10:33:59 AM
My experience has been that the only thing that moves a company to provide truly good customer service is COMPETITION. Since PayPal doesn't have any, there is no incentive to treat their customers right. Once some serious competition comes along, and customers jump ship in droves, they will wake up.
posted on June 20, 2001 12:37:48 PM
In the end, it is PayPal's right to stonewall my requests to understand what happened with my claim. By the same token, it is my right to join folks like loggia, mrpotatoheadd and the rest of those who post uncomplimentary opinions about PayPal. This may sound like malingering, but it is the only option left to me.
