![]() ![]() Jones with apparently very little oversight or accountability on her part.)įast forward to 2021 and Concierge service appears to be shifting yet again, with many long time sellers unceremoniously dumped from the program with no warning and no explanation back in May. When Jones stepped down from her position in 2020 under current CEO Jamie Iannone, she collected another $11 Million+ in severance benefits, again despite perennial complaints about falling levels of service and failing to bring Concierge to the masses (also despite James Baugh, who allegedly led a scandalous cyberstalking campaign in his role as Senior Director of Safety & Security, reporting up to Ms. Jones for her ongoing contributions and encouraged her to continue to deliver in 2018 and beyond - though it's not clear exactly what he meant as by most objective standards eBay under her tenure was not delivering on those promises of improving the customer support experience. Slide from eBay 2019 Shareholder Meeting deck Sellers at the time questioned the wisdom of such a large bonus, given the still lagging state of customer support under her purview, and it was also seen by many as particularly insensitive given the round of layoffs the company undertook around the same time. However, Cathal stated he expects the program to scale within 18 months to be the standard at eBay.Īlmost a year later, eBay had not made much progress toward making Concierge the standard support experience - but that didn't stop CEO Devin Wenig from awarding Wendy Jones an $11 Million bonus ($8 Million of which was specifically ear marked as a retention bonus.) Most of the new approach is part of the invite only Concierge program. eBay thinks it is better, but key elements are common functions found at most responsible enterprises today. While it was initially promoted as an invite only program, it was made clear the plan was to make many parts of Concierge the standard support experience for all eBay sellers within 18 months.Īs Richard Meldner of eSeller365 aptly noted at the time, in many ways Concierge simply brought eBay service levels up to minimum industry standard.Ĭoncierge just brings up eBay’s CSR to industry standards. Jones and then VP Customer Experience, North America Cathal McCarthy unveiled plans for eBay's higher tier support experience called Concierge. We exist to help our customers and solve their problems in the quickest, simplest, easiest way possible… and make them feel great about eBay along the way. She also said the company culture was changing when it comes to customer service starting with a new internal mission statement: The rules and the systems are too complex, they are at times inconsistent, and in today's digital world of ecommerce, they're too slow. Our reality today is that we don't make it easy for our customers. Many sellers feel like eBay expects them to bend over backward to provide impeccable service to buyers, but doesn't hold themselves to the same high standards when it comes to the support available to sellers.Īt eBay Open in August 2017, SVP Global Operations & Customer Service Wendy Jones acknowledged eBay had a lot of work to do. If you use these, you will be able to talk to a human about your issue after an indeterminate hold time.Liz Morton ~ Founder Published: Updated: Sep 16 2021Ĭustomer support has long been a sore spot for eBay sellers. Although live chat links and email links used to be scattered through the automated system, now all options either point to other tools or to a link that provides an eBay telephone number and pin. By Telephone: If you are not a fan of telephone customer support, you may just have to bite the bullet and place a call nonetheless.Unfortunately, eBay has begun to ignore or provide canned responses pointing to their automated tools in response to an email sent this way. So, you may have to sign out and then sign in again as you navigate the tool, but you should be offered a web form that reaches an email box inside eBay's customer support department. You may get an error message if you already signed in when you opened the tool. It will ask you to sign in, but be careful. ![]() By Email, Through a Web Form: To reach eBay customer support directly, try the eBay web form accessible from the "Help" page.
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