Have eBay stopped doing live chat?

B0bbyEwing

Could do with chatting with eBay about an item that's no good. Generally you'd return it but for what it is then it's not really the kind of thing to return through the post (even though I'm more than happy to). So I wanted to chat with them to see what they say (I know some times they just issue you the refund anyway - although this isn't actually what I'm fishing for, I'm just saying I know it happens). 

But when I search live chat now and go through the links, all I'm met with is an option for them to phone me. I don't want that. You could always do it via live chat on the PC in the past.

So have they stopped that & if not then why isn't it coming up as an option?

goodfella66

I suspect Ebay, like all companies nowadays, don't want you to contact them so they make it as inconvenient as possible. 

Saying that, I always found the people on the end of live chat pretty useless and didn't really know much about anything. If it still works the same, try and ring Ebay (or get a callback) between 8 and 10 in the morning and you will usually get a customer service rep from Ireland. From experience, they're the only ones who tend to get anything done.

prowla

I just had a look and one one of the options via "Contact Us" took me through to their "automated assistant".

It said:

"Hi! I'm eBay's automated assistant. I can help with any issues you might have, or connect you with an agent. 

We may analyse the content of this interaction to enhance the quality of our customer service, including using artificial intelligence-powered analysis.

In a few words, tell me how I can help."

I replied:
"chat to a person"

It responded:
"OK, before I connect you with an agent, please tell me what you need help with."

(Since I was just checking, I didn't go any further.)

soolin

If you are persistent with the chat bot and just keep asking to speak to an advisor you will get a live person eventually. It I a slow process now and quicker to let them give you a call back. 

TimeLord1

It's on there; they have to provide it. Especially if you have alternative methods for people with disabilities, etc. You have to go through customer service to contact us. I used to use various things, problems with payment, etc.

eBay community is where people supply direct links. Anything I post here requires sign in.

B0bbyEwing

Thanks for the feedback.

soolin said:

If you are persistent with the chat bot and just keep asking to speak to an advisor you will get a live person eventually. It I a slow process now and quicker to let them give you a call back. 

I'm not in that much of a rush. 

I avoid phone calls wherever possible & always take other options.

Unless there's no other option, and then I'll reluctantly make the phone call.

B0bbyEwing

About to try eBay live chat again but I thought first off I'll contact Amazon about an order that didn't turn up....



I know it's automated but still, it gave me a chuckle.


Edit to add - couldn't speak to an eBay agent but was able to send in an email. Hopefully a human responds to it & not a robot.

soolin

B0bbyEwing said:

About to try eBay live chat again but I thought first off I'll contact Amazon about an order that didn't turn up....



I know it's automated but still, it gave me a chuckle.


Edit to add - couldn't speak to an eBay agent but was able to send in an email. Hopefully a human responds to it & not a robot.

I had a similar issue when trying to report to Amazon that I'd ordered 6 of something and only got one. I started logically with wrong item and also tried not matching description but still got this yes/no screen. If you click yes it's arrived then chat was closed down, if you click no it says tracking shows it was delivered and shuts down the chat. I did get a live agent eventually and they said to proceed they needed a screen shot of my order - even though they could see my order and also see the original order page which showed different prices for different quantities. I couldn't make them understand that 1 widget was priced at x, 6 at Y and 12 at Z, my order showed 6 at Y and the price matched- but I still had to upload a screen shot of both my order details and the catalogue price - apparently it was 'for their records'. Strangely I was never asked for any proof of what I actually received. 

B0bbyEwing

soolin said:

B0bbyEwing said:

About to try eBay live chat again but I thought first off I'll contact Amazon about an order that didn't turn up....



I know it's automated but still, it gave me a chuckle.


Edit to add - couldn't speak to an eBay agent but was able to send in an email. Hopefully a human responds to it & not a robot.

I had a similar issue when trying to report to Amazon that I'd ordered 6 of something and only got one. I started logically with wrong item and also tried not matching description but still got this yes/no screen. If you click yes it's arrived then chat was closed down, if you click no it says tracking shows it was delivered and shuts down the chat. I did get a live agent eventually and they said to proceed they needed a screen shot of my order - even though they could see my order and also see the original order page which showed different prices for different quantities. I couldn't make them understand that 1 widget was priced at x, 6 at Y and 12 at Z, my order showed 6 at Y and the price matched- but I still had to upload a screen shot of both my order details and the catalogue price - apparently it was 'for their records'. Strangely I was never asked for any proof of what I actually received. 

Yeah I find their returns setup fantastic for the customer, to the point where they must surely lose money? Well actually I guess they don't since they make so much but it reminds me of requesting a sick note from the doctor, it's just so ridiculously easy in that shady customers could get away with things they shouldn't be getting away with quite easily.

But their CS setup needs improvement. I get it though, a lot of these companies are moving away from / have moved away from actual people dealing with things. I used to love banking with Nationwide because I could fire off a private message question & pick it up at a later date answered by a human. Now it's a painful process.