eBay Support Snafu Sends Sellers In Automated AI Circles
eBay sellers report trouble getting through to customer support and being sent around in AI automated circles due to apparent call "routing issues".
Affected sellers took to the eBay community trying to find alternate contact methods after the dedicated Anchor Store level support they are supposed to be able to access failed to connect to a live support representative.
I have been calling all day and can't get a representative, machine just keeps saying I have to get help online. Anyone experiencing this issue?
I am an anchor store that spoke to a live human as recently as this past thursday... the rep did not follow through on our phone call so when I attempted to call for an update I got the same issue the OP is having... an automated service that directs me to the website and does not connect to a human. We top level stores pay for this service.. so this is a major issue.
As a work around, some sellers say they were able to request a callback, then had to jump through several hoops to get transferred to the Concierge service department they would normally be able to directly access as a perk of having an Anchor or Enterprise store subscription.
I have an update for you... its tedious.. but it was a work around... I got the call back option (you have to play around with the "contact us" options until the "have us call you" prompt shows up on the left hand side of the PC version of the website.)
Once they call you it will be an international tech support rather than our normal NA support. Explain to them you are trying to reach "MSO and Concierge" ... they will put you on a hold, then connect you to the department. My tech didn't even know MSO existed so it took a few extra minutes.. but I was eventually connected to the correct support.
Once you get them on the line.. explain the hoops you just jumped through to get there and ask them to report it. "The more reports we get the quicker it should be resolved" as Devin the tech just explained to me.
Another seller confirmed that workaround worked for them and that when they received a callback, eBay support acknowledged they are currently experiencing an issue with call routing.
Thanks for that link, they called me back and said they are having issues with calls being routed and are working to resolve it!
Someone should have passed that info along to @askeBay on Twitter, as the online reps seem to be unaware that this is a known, ongoing issue.
@AskeBay It’s horrible customer service when you have your sellers waiting on hold 5-6x longer than the predicted hold time! Something has to be said about that lack of quality. It makes my blood boil when I am such a busy person. It means you don’t respect your users!
— Nathan Arizona (@lifelevitated) June 10, 2024
Depending on location, time of day, and volume of members contacting, phone options may not always be available. But by using the 'contact us' options on our help pages, that will help get you connected to any available live contact options https://t.co/CjbBNFOETH ~Graham
— Ask eBay (@AskeBay) June 10, 2024
Sellers are understandably concerned, as eBay has been increasingly moving to use automation and AI to handle critical support and trust and safety functions that were previously provided by humans - especially since the latest round of mass layoffs earlier this year.
Liz Morton
And last year, Anchor & Enterprise sellers also reported increasing difficulty receiving dedicated customer service, leading to questions about whether they are getting their money's worth for the store subscription fees they pay as criteria to qualify for Concierge level support seemed to have changed without notice or explanation.
Liz Morton
Have you been having trouble getting through to eBay customer support? Let us konw in the comments below!
eBay has responded to my BBB complaint twice. The first time they told me that I deserved below standard because my shipping scans were below the threshold. However, I had to quote their own website to them saying that shipping numbers cannot lead to downgrade to Below Standard.
The second response they just said I would be restored on May 20th completely ignoring the issue at hand, admitting an issue existed, or offering any type of solution.
If this concerns you, this happened to you, or worried it may happen, please take action. In fact, take action anytime eBay is doing somethning wrong. They will change nothing if you don't say anything. If enough people speak up, they do make changes.
Promoted Listings has changed the game and removing the ability for someone to promote not only cost eBay the revenue, it makes a persons listings invisible. Today is my last day Below Standard and I will finish with 91.8% reduction in impressions, 53.8% drop in listing page views, and 78% drop in revenue.
Your fortunate to get the negative feedback removed. I just had to escalate to the customer service team getting a couple removed where the customer did not read the listing and one complained a part was not included that wasn't being sold and the other didn't read that the vacuum had an issue requiring repair. My appeals were denied without explanation. I have not had them remove feedback since they changed the process over a year ago. I have to escalate to social media and they fight me on it every time.
Most importantly - please take action. Submit feedback on their website, contact the social media team on Facebook, or however you prefer. These issues will remain if we just stay quiet. I let this go before, not this time. Today I will return to Above Average but I am fighting this until something changes.