eBay Has A New Head Of Customer Service Experience - Again

Liz Morton
Liz Morton


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Nancy Vega, who joined eBay in December 2021 has Head of Customer Experience, has departed the company to take time off for personal/family reasons, according to an update on her LinkedIn profile.

eBay Has A New Head Of Customer Experience
Nancy Vega is the new Head of Customer Experience at eBay, quietly taking on the role back in December.

It appears Nancy has been replaced by Ty Baker, a former Customer Service exec at Comcast and DIRECTV.

While Ty's title of Head of Service Delivery - North America is slightly different from Nancy's previous title, the job description and timing of the transition indicate it's a comparable role.

Here's Ty's departing post from Comcast:

A few weeks late on this post, but life has been busy! After almost 10 years, my journey with Comcast came to an end on October 1st. I couldn’t be more grateful for the incredible opportunities and growth that were afforded to me during my tenure. So many incredible leaders, peers and teammates that created a rich experience that has forever changed my career trajectory and my life for the better.

I will always be proud of the world class employee and customer experience, incredible performance and memories that we created together. I am so excited for what’s next, more to come on what pulled me away from such a great team and company coming soon.

And his announcement about joining the eBay team:

I'm excited to share that I have joined eBay as Head of Service Delivery for North America! eBay's mission to create economic opportunity for all, fostering a world class employee culture and connecting the globe through an incredible e-commerce platform are just a few of the reasons that I am beyond thrilled and grateful for this new opportunity.

As I previously mentioned when Ms. Vega came on board, customer experience has long been a sore spot for eBay sellers. Many 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.

What Happened To eBay Customer Support?
eBay promised in 2017 the support experience was changing to be less complex & more consistent - what happened?

Back in 2017, then SVP Global Operations & Customer Service Wendy Jones promised she was going to "fix customer service at eBay" - and a year later she was awarded an $11 million retention bonus by disgraced ex-CEO Devin Wenig despite the fact that customer service at eBay had in fact not been fixed.

When she departed in 2020, she took an additional $11M+ severance package with her, again despite having failed to significantly improve the customer service experience during her tenure and also despite her apparent involvement in events that precipitated the eBay cyberstalking scandal that targeted journalists and critics of the company.

Will Mr. Baker be able to do what previous customer experience executives have so far failed to accomplish and actually finally "fix" customer service at eBay?

Comcast doesn't exactly have a stellar reputation for customer service, but I'll give him a fair shot in this new role. And as I've offered to Nancy and other eBay execs before, my inbox is always open - feel free to reach out any time Ty. 😉

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Liz Morton is a 17 year ecommerce pro turned indie investigative journalist providing ad-free deep dives on eBay, Amazon, Etsy & more, championing sellers & advocating for corporate accountability.

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Banned in Chat
They brought someone in that came from the company with the worst customer service on the planet, Comcast. Says all I need to know about how eBay feels about customer service.
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Administrator
Liz Morton
As a reluctant Comcast customer myself, I totally understand. 🤣
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lessthanthreerecords
I thought of the same thing both of you did when I first heard this! I'm with Verizon, and I know their customer service is horrible, but they always talk about how their customer service ranks the best in the industry (or something to that effect). Not sure if this still holds true, but I read an article about that claim a few years back. It turns out what Verizon refers to as the "industry" includes only themselves and Comcast, and they only outranked Comcast's customer service by a negligible amount. Then, the article said that Comcast had the worst reviewed customer service of any major company. So, when Verizon says they have the best customer service in the industry, they mean the second worst from any major company in ANY industry. And now this person is with eBay! Whenever something like this happens, I'm consistently tempted to say "it can't get any worse," but I am consistently proven wrong, so I will hold my tongue!
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Recent Comments
Avatar PlaceholderBanned in Chat19 hours ago
On April 30th, the last day of no listing fees, I checked my main category, action figures, and there were approximately 155K listings. Today there are 115K listings, a 40,000 drop in inventory. Of course I closed my shop with a few hundred items listed, looks like others did the same. Will be interesting to check back in a week or a month after people start getting bills for listing fees and see what happens.
AvatarLiz Morton23 hours ago
I'm not a lawyer and this is a news article, not legal advice - but both of the law firms who are looking into this issue offer ways to contact them to determine if you qualify.

https://consumer.zlk.com/case/ebay-privacy-violation/

https://lantern.labaton.com/case/ebay
Avatar PlaceholderSolidmuscleYesterday
I am a california resident. Am i qualified?