ebay live chat-annoying

kezzygirl

Bit of a gripe really. Currently been discussing a simple problem with a person on ebay live chat, aside from irritating long pauses between my reply and their response, I have been asked 4 times 'would it be fine to check this for you for another 2 minutes'? 'I appreciate the chance to check this for you'......

and now, she has come back and repeated exactly what she said in the first sentence!

grrrrrrr!!!!

soolin

That's why phoning is always best

[Deleted User]

soolin wrote: »

That's why phoning is always best

Have to disagree on that - I've had far better results from live chat than on the phone overall.

The time factor can be a pain, though, OP - it does seem to take them forever. I just leave the chat window up on the side of the screen and get on with something else, so I don't feel like I'm wasting too much of my time waiting.

soolin

Deleted_User wrote: »

Have to disagree on that - I've had far better results from live chat than on the phone overall.

The time factor can be a pain, though, OP - it does seem to take them forever. I just leave the chat window up on the side of the screen and get on with something else, so I don't feel like I'm wasting too much of my time waiting.

I'm rarely on the phone longer than 10 minutes, even if I am having a rant.

shaun_from_Africa

"ebay live chat annoying"

I wouldn't say annoying, I would say totally useless.
The following is a transcript of a live chat encounter I had last year. After 54 minutes of chatting and being transferred 3 times, they finally decided that the only people who could deal with the problem were the people on the phone.
Apart from that, they obviously didn't have the slightest clue about ebay policies as I had to copy & paste these from the ebay help pages and explain to them what they actually meant.

Jason xxx 17:11:03
Welcome to eBay Live Help, my name is Jason. How may I be of assistance?
xxx 17:12:10
Hi, I was wondering if you would be able to give me some assistance withan open ebay dispute regarding item number XXXXXXXXXXXX.
xxx 17:13:32
I received the item (a watch) a few days ago and it was an extremely poor quality counterfeit item.
I opened a dispute, and have been asked to return the watch to the seller for a refund of the purchase price and the original postage (£22 in total).
xxx 17:15:39
However, the ebay guarantee clearly states that in the event of receiving counterfeit goods, the buyer will not have to return them. I will be more than happy to destroy the watch and provide photographic evidence of this.

As it is a watch, the only way to return it via Royal Mail will be Special delivery, a service that will cost £6.21 for a watch that is probably only worth £1 or £2 at the most.
Jason xxx 17:16:47
Hello xxx.
Jason xxx 17:17:13
I'm sorry to hear that you're having issues with your seller. Would you mind if I take a minute or two to check your account details?
xxx 17:17:42
Of course I don't mind!
Jason xxx 17:18:03
Thank you.
xxx 17:21:09
If required, I can supply photo's showing exactly how bad the watch in question really is, and I honestly can't believe that the seller was unaware that the watch wasn't genuine, especially as he initially offered me a refund without me being required to return it to him.
However, what he actually sent me via paypal, was a £19 payment, which after fees was only £18.15, and would have left me almost £4 down and with a totally worthless watch. (I refused the paypal payment and it was refunded to the sellers account)
Jason xxx 17:22:27
I can see that you have done the right thing in opening a case. Since you have received a counterfeit item, you may state this in the case with your response and request the seller to pay for the return postage.
Jason xxx 17:23:30
With regard to those photos, you may go to the case details then upload the photos itself in the case. This will help you when you escalate the case tothe Resolution's team as they will review this and take a decision from allyour details with the seller.
Jason xxx 17:24:12
You may escalate the case on it's 8th day in the event that the seller still does not coordinate with the case and does not find any solution.
xxx 17:25:03
Okay, thank you.
But as I mentioned earlier, the ebay guarantee has a section specifically dealing with counterfeit goods, and it states that they shouldn't be returned,but should be destroyed (something that won't take long with the watch in question).
Jason xxx 17:27:27
I see, if that so, would you like me to transfer you to them?
xxx 17:30:00
Yes please. That would be great.
Jason xxx 17:30:40
Thank you for confirming. Please stay connected while I transfer you now.
Simon xxx 17:31:31
Welcome to Community Watch Live Help. My name is Simon. Please allow me a moment to review the above chat transcript.
xxx 17:31:46
No problem.
Simon xxx 17:35:11
xxx, as I can see that you are concerned about an open case that you had for a seller selling counterfeit item.
Simon xxx 17:38:18
Just checking are we still connected?
xxx 17:33:15
Yes. I've been asked to return the item (a watch) for a refund, and as I pointed out to Jason (the chat advisor I was talking to earlier), to do this would meaning sending by Special delivery as that is the only way it will be covered with Royal Mail, and it would cost £6.21 for a watch that is probably worth £1 or £2 (and that's being generous).

It is an extremely poor quality counterfeit watch, and I read on the smallprint from the ebay guarantee that buyers of counterfeit items are not expected to return them, but will probably have to destroy the item, something which I am more than happy to do and will if required and provide photographic evidence.

I can also supply photo's of the watch in question should you require them.
xxx 17:36:39
Sorry about the timelag. My typing isn't really up to much.
Simon xxx 17:40:01
I apologise but for the case that is open I need to transfer the chat, as the issue is handled by our specialsied team.
Simon Sxxx 17:41:05
Please be online while I transfer the chat.
xxx 17:41:22
No problem. I just want to get it all sorted.
Sharon xxx. 17:54:04
Thank you for contacting eBay Live Help. My name is Sharon. Please give me a moment to review what you've discussed with the previous representative.
xxx 17:54:15
Hello Sharon.
Sharon xxx. 17:55:08
Hello there . I'm just reviewing the transcript.
Sharon xxx. 17:57:53
As what I have understand here, this is regarding an open not as described case, right?
Sharon xxx. 17:58:26
Is this for the "Camel" mens watch. Collectors item?
xxx 17:59:24
That's the one.
I would say that it would only be a collectors item if you are a collector of poor quality counterfeits.
xxx 18:01:20
I've been asked to return it for a refund of the original price and original P&P charges (£22 in total), but to be covered with Royal mail it has to go Special delivery which will cost just over £6).
I read in the ebay guarantee that buyers of counterfeits shouldn't have to return them for a refund, instead they should be destroyed.
Sharon xxx. 18:02:07
As of the moment xxxx, the case is still in seller make it right period meaning to say that we are coordination with the seller asking them to resolve the issue. After 8 days, you can escalate the claim to us for us to intervene and give decision on the case.
xxx 18:03:43
I realise that, but the ebay guarantee is quite specific about counterfeits not having to returned to the seller. (I've done a cut and paste of the relevant section below)
"If a buyer suspects that an item is counterfeit and there are strong indicators that the item is counterfeit, the buyer isn’t required to return the item to the seller. The buyer agrees to cooperate with us to ensure the proper disposal of the item"
Sharon xxx. 18:03:56
"coordinating"
Sharon xxx. 18:04:39
Regarding that one, it would be better if you will speak to the resolution's team by phone. I can give you their toll free number which is 0800358 6551.
Sharon xxx. 18:05:09
They are the one who can decide whether you will have to return it or not.
xxx 18:05:36
I have tried phoning them twice already today, the first time I gave upafter being on hold for 25 minutes, the second time for 30 minutes.
Sharon xxx. 18:06:07
There will really be a wait time as there are many members on eBay as well.
System18:06:18
The chat session is being wrapped up.
System18:06:18
The chat session has ended.
System18:06:18
This chat was on 10/21/2013. All times in the abovetranscript are in the following time zone: (GMT) Greenwich Mean Time : Dublin, Edinburgh, Lisbon, London

londondealer

Oh Shaun how frustrating! I agree totally useless. Can't wait for the eBay bubble to burst.

paulofessex

I do wonder sometimes if the live chat person is on more than one chat at the same time, hence the reason for such long delays.

celestius

I never got anywhere with live chat, would only speak with a human now if I have a problem!

soolin

paulofessex wrote: »

I do wonder sometimes if the live chat person is on more than one chat at the same time, hence the reason for such long delays.

I've always assumed that to be the case- I don't type quickly but they sometimes take 3 or 4 minutes to do a single word- they must be doing something else as well.

mgdavid

paulofessex wrote: »

I do wonder sometimes if the live chat person is on more than one chat at the same time, hence the reason for such long delays.

of course they are, that's standard, usually up to 4 on the go at once.

kezzygirl

its so irritating though, the corny giving-them-time comments.grr! Here is my transcript:

kezzygirl123 08:38:52
Hell

kezzygirl123 08:38:53
hello*

08:39:07
Hi ***a.

kezzygirl123 08:39:37
As described in my original message, I have not received payment or any message from a buyer regarding the item I have sold

kezzygirl123 08:39:59
I am trying to close the case so I can receive a final value fee credit but the pages are sending me round in circles

kezzygirl123 08:41:19
hello? are you there?

**** 08:41:40
I understand how upset you are on this.

**** 08:42:02
And I am sorry to hear that your buyer has not paid for the item they've purchased from you. Please know that this buying behavior is not tolerated on eBay.

kezzygirl123 08:42:35
well the person had no feedback so I don't see how this can be regulated

kezzygirl123 08:44:06
so, can you please cancel the transaction so that I can have a final value fee credit?

**** 08:46:38
I understand the you would like to get your fees back, I can see here that you filed a cancel transaction.

kezzygirl123 08:47:48
yes...and it says to manually close it to receive a final value fee credit, which I can't do as it won't let me!

***** 08:48:17
I appreciate the chance to check this for you. Would it be okay to put you on hold for 2 minutes?

kezzygirl123 08:48:53
yes.

**** 08:51:15
My apologies for the delay. Would it be fine if I check this for you for another 2 minutes?

***** 08:51:55
Thanks for waiting.

***** 08:52:31
I can see her that the case has been opened 7 September. I would like to let you know that you may close if after 7 days from filing.

***** 08:52:47
Allow me to process it on my end. Would that be fine?

kezzygirl123 08:53:11
yes please, will I receive a final value fee credit?

**** 08:57:07
Yes, you will be able to get your fees back once it has been closed. I appreciate the chance to check this for you. Would it be okay to put you on hold for 2 minutes?

kezzygirl123 08:57:39
yeh fine

**** 08:59:49
My apologies for the delay. Would it be fine if I check this for you for another 2 minutes?

**** 09:04:17
Thanks for waiting+ and sorry for the long wait.

kezzygirl123 09:04:55
so is it sorted then?

***** 09:05:18
As I have checked this carefully, the case has been opened 07-Sep-14 at 18:11:02 BST

kezzygirl123 09:05:54
yes, we have already established this

***** 09:05:56
Do not worry we will keep an eye on your account and we will close the case by tomorrow and rest assure that you will get your fees back.

**** 09:06:36
My manager will close the cancel transaction for you and once it is done, he will send you a message saying the case has been closed.

kezzygirl123 09:06:44
so its taken about 20minutes for you to establish this?

kezzygirl123 09:07:49
being put 'on hold' four times for you to repeat what you said ten minutes ago?

**** 09:08:05
Apologies for the inconvenience, I have tried my best closing the case however it need to be exact 7 days. We will monitor your account and we will close the case for you.

kezzygirl123 09:08:11
thanks for your time, I look forward to the case being closed and my fees refunded

System09:08:18
The chat session is being wrapped up.

System09:08:18
The chat session has ended.

System09:08:18
This chat was on 09/14/2014. All tim