eBay UK contact email for management?

Noctu

I think my head is about to explode...

After three 'live chats' with eBay's useless customer service representatives, and two prolonged phone calls which were equally as useless... can anyone advise if there is a UK contact (e.g. management) who I can email?

Thanks!

Maysie

Its the luck of the draw who you get and ireland customer service is the closest you can get from the uk normally. Whats the problem you are having? Sometimes other buyers and sellers have more general knowledge on rules , problems etc then their customer service reps.

Noctu

Basically I am having this prpblem:
http://forums.theregister.co.uk/forum/1/2007/09/13/ebay_promises_fix_for_paypal_bug/
http://forums.ebay.com/db1/topic/Checkout/Wrong-Shipping-Address/1000692442&start=15

And if you're bored, here's the extremely frustrating Live Chat I just had...

Copy Print Exit
13:08:17 my-eBay-ID
Initial Question/Comment: Completing a Transaction
13:08:23 System
Thank you for contacting eBay Live Help!
13:08:23 System
You are successfully connected to eBay Live Help. Please hold for the next available Live Help Agent.
13:09:17 System
We appreciate your patience. You will be able to type in your question as soon as you are connected with a Live Help Agent. Please continue to hold for the next available representative.
13:10:17 System
We apologize for the wait and thank you for your continued patience. Please continue to hold to keep your place in line. You should be connected to the next available agent shortly.
13:11:17 System
We are sorry for the delayed connection. Your question is important to us and one of our representatives will be with you soon.
13:26:42 System
Vanessa Joy has joined this session!
13:26:42 System
Connected with Vanessa Joy
13:26:52 Vanessa Joy
Hello! Thanks for waiting and welcome to eBay Live Help! My name is Vanessa Joy. May I have your name please?
13:27:27 my-eBay-ID
Hi, my name is xxx.
13:28:03 Vanessa Joy
Thank you xxx. How are you today and how may I help you?
13:28:50 my-eBay-ID
I'm good thanks. Well.... I called EBay customer services over a week ago regarding a technical problem I am having on my account when I win an auction. The problem is that EBay is supplying some sellers with an old postal address even though that address is completely deleted from both EBay and PayPal accounts.
The problem is random and sporadic and is not due to user error (the correct address is displayed throughout the checkout and payment process, it is only when I have paid and click on "view order details" that the incorrect address is displayed, and this incorrect address is the one which is being supplied to the seller to post to). It has happened with these items: xxxxx, xxxxx, xxxxx.
The end result is that these items have been sent to an incorrect address - where I do not live, and I don't know the current occupants!
The EBay employee on the phone checked my account and verified that this incorrect address had been deleted months ago and it is definitely a technical error on EBay's side.
I asked that the problem be rectified and to be notified when this has been completed. I was promised an email or a call within 24-48 hours of my contact with EBay as it had been escalated to a supervisor. It has now been over a week and I am still waiting.
Please could you update me regarding this, with what action has been taken? Thanks. Sorry if I sound funny, it's just that this has been going on since May and I contacted EBay then to investigate it and no action was taken (it seems) and now it is happening again... and I still haven't been contacted as promised over a week ago.
13:30:29 Vanessa Joy
Oh, I do apologize for the inconvenience that this has caused you on your transactions with these items.
13:31:24 my-eBay-ID
that's ok, I'd really appreciate it if you could chase it up for me.
13:32:30 Vanessa Joy
Just so I got your concern correctly, you had checked your item and you had saw that the address is incorrect, am I correct?
13:33:20 my-eBay-ID
yes that's right, after I had paid with Paypal and completed the transaction, the address shows as incorrect in the "View Order Details" page.
13:34:46 Vanessa Joy
May I know if you were able to contact your seller about this situation. Perhaps by phone?
13:37:37 my-eBay-ID
I was able to contact the seller of one item and advise her (through EBay message system) that she needed to send the item to a different address, i.e. my home address. The first item was the first time this problem had happened and I didn't realise - I contacted the seller and advised her that I had not received the item and she claimed through Royal Mail and refunded me. The second item, by the time I had contacted the seller she advised me that she had already posted the item to the address specified in Ebay (the incorrect address) so now I am out of pocket for that item.
13:39:45 my-eBay-ID
I appreciate that you need to understand the situation to help me... but I have explained this twice already to one of your colleagues over the phone. I just wanted to know why I have not been emailed or phoned as promised within 24-48 hours and if there is a resolution.
13:41:18 Vanessa Joy
Yes, I do understand your concern. I will do my best to look for options for you so that you can be able to have those items.
13:42:08 Vanessa Joy
I do apologize for the inconvenience this has caused you Rachel since the address for your shipping was not updated that is why the time was shipped to the wrong address.
13:44:37 my-eBay-ID
The only item that is currently a problem is the tracksuit as I have not received that and it isn't really the sellers fault as she shipped to the address provided by EBay. The other items were luckily resolved by myself emailing the sellers and explaining the situation. My main concern is that I cannot use EBay without worrying that I will not receive the item due to EBays fault. Also why I have not been contacted at all from when I had a live chat and phone call to EBay in May, and another phone call to EBay over a week ago. All of these times I have been promised a reply and resolution within 24-48 hours. I have never heard anything back. I would just really like to know what has been investigated so far, from those phone calls?
13:47:05 Vanessa Joy
I would like to apologize if we were not able to give you the call that you have been promised for but rest do not worry, I'll do my best to help you in this situation.
13:47:39 Vanessa Joy
I would recommend that you update the shipping address you have on file so that you will not have the same problems of not receiving the item in the future.
13:49:07 my-eBay-ID
OK, I'm afraid you have not understood me. My shipping addresses are all up to date on my file and have ALWAYS been up to date. This is not user error. This is a technical problem with EBay throwing up a long-deleted address and giving it to the seller.
13:49:42 my-eBay-ID
I have already explained this multiple times to your colleagues who promised that this would be investigated. Please could you tell me what progress has been made with this?
13:50:25 Vanessa Joy
I have checked on the item number you gave me. Is this your current address?
13:50:33 Vanessa Joy
*INCORRECT ADDRESS*
13:51:02 my-eBay-ID
no. This is the incorrect address which I deleted from my EBay and Paypal account months ago. My correct address is *CORRECT ADDRESS*.
13:52:19 Vanessa Joy
May I ask you to please go to your eBay account and we'll check if you have updated your shipping address, would that be okay?
13:53:15 my-eBay-ID
Ok, look I'm sorry but I have done this three times already with your colleagues and all 3 times I have verified it with them that my shipping addresses are updated correctly on my eBay account.
13:53:49 my-eBay-ID
This is a technical error with eBay. Please could you update me as to what investigations have been undertook since my last phone call to eBay?
13:54:30 Vanessa Joy
Okay, I'd love to check on this for you.
13:54:50 Vanessa Joy
While I check on this, do you have other concerns that you would like me to help you with?
13:56:55 my-eBay-ID
I'd just like to re-state what I am looking to be answered:
1) What has been done since my phone call from eBay
2) Will I be reimbursed by eBay for the item which I never received? I am not going to blame the seller as she sent it to the address given to her by eBay, therefore she did nothing wrong.
3) Why haven't I received a reply from my phone call yet?
13:58:33 Vanessa Joy
Please give me 2-3 minutes to check on this concern of yours. This is to make sure that I can give you the correct information.
13:58:56 my-eBay-ID
thank you.
13:59:05 Vanessa Joy
You are very welcome.
13:59:35 Vanessa Joy
Just so I got you correctly, you had this buyer who had not committed to buying your item, am I correct?
13:59:52 Vanessa Joy
Oh, I do apologize. Please disregard the last message.
14:00:01 my-eBay-ID
ok.
14:00:20 Vanessa Joy
Thank you for understanding.
14:03:17 Vanessa Joy
Thank you for patiently waiting.
14:09:01 Vanessa Joy
I have checked on your account and I am sorry but I was not able to see a note for your situation. However, allow me to tell you your options so that you can be able to get your items. You may contact your seller about this and tell the seller that you were not able to get the item. If the item is shipped to the wrong addresses, then it will be returned back to the seller because no one will be able to claim it but you. You can be able to verify this with your seller if the item was returned back to him.
14:10:02 my-eBay-ID
I have checked with Royal Mail and they advise me that nothing has been returned back to the seller. The seller has also advised me that nothing has been sent back to them. The items have been claimed by the occupants of the incorrect address.
14:10:56 my-eBay-ID
I have been advised twice that this matter has been sent to the Technical Department as it is eBay's fault... so are you saying that this has not happened?
14:12:31 Vanessa Joy
We have been receiving many concerns like the one you are experiencing right now. We do advise that you work things out with your seller. If you are not able to receive the item, then you can file for item not receive case in our Resolution center.
14:13:28 my-eBay-ID
But it isn't the sellers fault as she sent it to the address supplied by eBay!
I just want this situation resolving insofar that I would like this technical error fixed so that I can bid and buy again on eBay.
14:17:07 Vanessa Joy
As a buyer myself, I always make sure that I have updated the shipping address. And before I pay for the item, I always check shipping address if the address under view order details as there is an option to change the shipping address if address on file is incorrect.
14:18:27 my-eBay-ID
Ok. This is becoming extremely frustrating. Please understand - Throughout every stage of the buying and paying process, the CORRECT address is ALWAYS displayed. So I do not need to change it. However eBay is, in the background, giving the seller the INCORRECT address. This incorrect address is never displayed to me so I am unable to change it.
14:23:56 Vanessa Joy
Yes, I understand the situation. However, what we see on our end as you shipping address is the one that you have set as your shipping address. This is not actually eBay's fault. I am sorry if you were given the incorrect information.

Pembroke

The last mail on the Register thread has UK contact details with a London phone number (although the thread is over three years old so they may have changed) Have you tried those ?

Noctu

Pembroke wrote: »

The last mail on the Register thread has UK contact details with a London phone number (although the thread is over three years old so they may have changed) Have you tried those ?

Not yet, but was hoping for a direct email contact for someone you see!

Pembroke

Well I don't know if this will work, but there is a gentleman named James on the Ebay discussion boards who is a 'pink' this is someone who works for Ebay and answers direct queries on the boards. Thing is his display name is james_uk@ebay.com now that looks like an email address to me and it does have some similarities to other ebay email addresses that are publicly visible. Does it work, dunno. Worth a try ? up to you.

Only other things I've been able to find on the web are various phone numbers for Ebay Inc. which isn't a lot of help but if you have time on your hands then do a search for 'ebay corporate' on your favourite search engine (I use yahoo myself) and see what you turn up.