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eBay and PayPal (continued)
Yesterday, the Gotham Gal blogged her frustration with eBay and PayPal. And Meg Whitman replied. For those of you who don't know, Meg is the CEO of eBay. That's impressive, even if it wasn't Meg herself who did the replying. This is customer service in action. eBay must be using pubsub or blogpulse or something else to crawl the blog world and then they have a proactive outreach program to deal with stuff like this. You gotta love that.
Gotham Gal's PayPal account and and mine somehow got messed up. Neither one of them work on eBay anymore.
I had to open a new PayPal account with a new email address and a new credit card in order to pay for a gift that Jessica bought the night before.
I can tell you that both of us were incredibly frustrated with the Pay Pal through this entire process. We've now got a PayPal account that works and we can delete the old ones and hopefully life on eBay will be better again, but the whole thing did leave a really bad taste in our mouths.
But the reply from Meg certainly takes some of the sting away.
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» eBay CEO Responds on Blogs from GoodBasic
Word from venture capitalist blogger Fred Wilson is that when his wife complained about eBay and PayPal she got a reply on her blog from eBay CEO Meg Whitman.
A comment on Fred's post says that it's probably a super empowered customer service gr [Read More]
Tracked on Feb 22, 2005 1:12:58 AM
Posted February 19, 2005 in Venture Capital and TechnologyComments
It's my understanding that eBay actually has a secondary, super-empowered customer service group called 'The Office of the President'. When someone gets ahold of an eBay employee and they seem to have a legitimate complaint about some sort of customer service blackhole or whatever, the employee can say "Hold on while I transfer you to the Office of the President." Which is how those customer service folks answer the phone. And apparently, they are empowered enough that they can resolve seemingly intractable issues, even if they aren't actually in Meg's office. Another interesting strategy to improve customer service, albeit only for the very squeaky wheels.
It's nice that eBay responded to Gotham Gal's post, but wouldn't it have been nicer if the person actually identified themselves properly and provided contact info, either in the comment or via email, in case further assistance was required to resolve the problem? Seems to me that would be a more authentic and meaningful (and helpful) response.
Posted by: Stephen Bronstein | Feb 19, 2005 5:56:16 PM
Please can you give me the CEO Meg's email address, or one of the top executives' email addresses.
Many thanks
MARK ROSE-CHRISTIE
Posted by: Mark Rose-Christie | Sep 22, 2005 10:32:19 PM
Please can you give me the CEO Meg's email address, or one of the top executives' email addresses.
I won't be looking at any posts, so please email the details to me at tour@mysteryghostbus.co.za
Many thanks
MARK ROSE-CHRISTIE
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