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Thread: Useless Live Chat Ebay Feature... transcript which made me *&£@%?BY$$R^&(

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    Mermaid with Stellar views SyrupDeGem's Avatar
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    Default Useless Live Chat Ebay Feature... transcript which made me *&£@%?BY$$R^&(

    So after a predictable frustrating experience with ebay live chat I am wondering why they actually have the service at all... is it just to put enough people off ... delay tactics... terrible management...what?

    Have to mention that my recent telephone conversations have been with very clever and on the ball people so kudos to ebay for that... but the chat and email service absolutely stinks!

    Heres the transcript of the half hour chat I just had..... I might add that previous to the chat i filled in a form with my detail and the listing number etc so they had all the info they needed....


    customer17:58:01
    hello, why was my listing removed... specifically?

    Kiran 17:58:04
    Welcome to eBay Community Watch Live Chat. My name is Kiran. How may I help you today?

    Customer 17:58:17
    is it because there was a spelling error in the title?

    Kiran 17:58:53
    Gemini, I can understand that you are concerned about the removal of your listing. Please allow me few minutes to review your account details.

    Customer 17:59:13
    ok

    Kiran 18:00:14
    Gemini, thank you for waiting patiently. I have gone through your listing details and found that your listing was removed as it didn't meet few of our listing parameters. These parameters are usually designed from our past experiences of certain items and listings formats, which may possibly lead to bad buying experience and compromise the safety of eBay community.

    Customer 18:00:59
    yes but which parameters specifically

    Kiran 18:01:04
    Our policy also requires sellers to provide complete and detailed information about the product they’re selling along with the authenticity details. I can see that you haven't provided much detail about the item in the description. Moreover you may also edit the brand name of your item clearly with correct spelling.

    Kiran 18:02:08
    We also recommend you to provide multiple clear photos of the item taken by yourself from different angles wherein the details which proves the authenticity (logo markings) of the item are visible enough as it will help potential buyers see exactly what they are bidding for thereby avoiding any after sale issues. As per the new change now sellers you will be able to upload upto 12 photos in the listing free of cost.

    Customer 18:03:33
    why specifically was it removed you are just giving me general stuff again

    Kiran 18:03:45
    Gemini, if you are 100% sure that your item is authentic then you may relist it with all the applicable details pertaining the authenticity of the item.i

    Customer 18:03:45
    i would like specifics please

    Customer 18:04:05
    what details?

    Customer 18:04:10
    I don't know what you are asking for here?

    Kiran 18:04:21
    As mentioned above if you are 100% sure that your item is authentic then you may relist it with all the applicable details pertaining the authenticity of the item.

    Customer 18:04:41
    I bought it second hand not direct from a store but there is nothing to suggest at all what so ever that it is a fake

    Customer 18:04:52
    it has all the genuine marks

    Kiran 18:05:04
    I can understand your concern regarding this matter. However your listing was removed as it didn't meet few of our listing parameters. These parameters are usually designed from our past experiences of certain items and listings formats, which may possibly lead to bad buying experience and compromise the safety of eBay community.

    Customer 18:05:13
    e.g the label is fabric not printed

    Customer 18:05:24
    a few of what

    Customer 18:05:29
    I am getting very frustrated here

    Customer 18:05:36
    what specifically

    Kiran 18:05:42
    Gemini, I can understand your frustration regarding this matter.

    Customer 18:05:52
    no you cant

    Customer 18:06:06
    i don't want understanding anyway i want you to be specific and clear

    Kiran 18:06:17
    Please let me specifically mention what you need to provide in your listing.

    Customer 18:06:17
    so i know what to do

    Customer 18:06:48
    Ho many photo's must I have in order for it not to be removed? for example

    Customer 18:06:54
    *how

    Customer 18:06:59
    right ok

    Kiran 18:07:36
    You may edit the title of the item with correct brand name as well as you may provide the every possible authenticity details while relisting your item.

    Customer 18:08:03
    name them specifically

    Kiran 18:08:14
    You may provide sufficient number of photos to show the item from each and every angle. As per the new change now sellers you will be able to upload upto 12 photos in the listing free of cost.

    Customer 18:08:19
    I realise I missed a letter in the title i can change that it is very simple.

    Customer 18:08:29
    how many is sufficient

    Customer 18:08:40
    ?

    Kiran 18:08:48
    If the item has an authenticity card, or other indicator of legitimacy, I recommend that you include this information in your listings, too.

    Customer 18:09:12
    no it dosnt and actually most items you see with those cards are fakes

    Customer 18:09:22
    this was bought second hand

    Kiran 18:09:36
    You may add 12 photos if you wish, in order show the item from each and every angle.

    Customer 18:09:48
    how many photo's specifically does it have to have?

    Customer 18:09:58
    no don't be silly i don't have to add 12

    Customer 18:10:04
    how many do i HAVE to add?

    Customer 18:11:02
    I sell a LOT of second hand designer items i know what are real and i would not ever knowingly sell fakes

    Customer 18:11:12
    take a look at my 100% feedback

    Customer 18:11:17
    this is ridiculous

    Kiran 18:12:14
    Gemini, as suggested above you may add upto 12 photos in the listing. However if you wish you may add lesser photos to show the item in the listing. It's upto you how you show your item in images.

    Customer 18:12:53
    yes it is up to me but you removed my listing

    Customer 18:13:09
    so if it's not to do with photo's then why did you remove it specifically

    Customer 18:13:09
    ?

    Kiran 18:14:08
    As already mentioned above, your listing was removed as it didn't meet few of our listing parameters which included the spelling of the item brand as well as lack of authenticity details.

    Customer 18:14:40
    Yes as already mentioned i don't =actually have to add any more pictures but that was one of the reasons listed

    Customer 18:14:49
    so we can strike that one off

    Customer 18:14:56
    so whats next?

    Customer 18:15:21
    what do you deem authenticity details?

    Customer 18:15:26
    for second hand items

    Kiran 18:15:40
    That's all. If you relist your item with necessary changes as mentioned above, your listing may be in compliance of our policy.

    Customer 18:15:47
    and where is my listing anyway it's not in my unsold items

    Customer 18:16:13
    you still have not told me specifically what i need to change

    Kiran 18:16:25
    Gemini, while listing branded items, we suggest members to provide complete and accurate information about the item as this will increase the product visibility on site and raises the buyer’s confidence on purchasing the item.

    Customer 18:16:34
    a few, you may some off.... are not specifics

    Customer 18:16:56
    complete information is not possible on second hand items

    Kiran 18:17:04
    I can see that you haven't provided much detail about the item in the description. Buyers looking for the type of items you are selling have very high expectations and if you aren’t describing the items well, it can lead to a bad buying experience and possible negative selling feedback.

    Customer 18:17:06
    I already provided accurate information

    Customer 18:17:28
    ok, have you looked at my feedback?

    Customer 18:17:58
    I can't even check my listing because you have removed it and it's not in my unsold items... where is it?

    Customer 18:18:04
    this is really wasting my time

    Kiran 18:18:37
    Gemini, as suggested earlier, there is no concern with your feedback.

    Customer 18:18:51
    Kiran I would really appreciate it if you could do a bullet point of the specific changes that need to be made alongside an explanation as to where i can find my listing

    Kiran 18:18:53
    The major concern with your listing was lack of any significant information about your item and its authenticity.

    Customer 18:19:44
    when buying second items online it is not always possible to give specific details about authenticity

    Customer 18:19:54
    *second hand

    Customer 18:20:00
    e.g receipts or guarantee cards etc

    Customer 18:20:32
    I really am befuddled here but without being able to look at my listing I can't even tell what was wrong with it

    Customer 18:21:29
    can you phone me please?

    Customer 18:21:39
    this is taking forever and we are getting nowhere fast

    Kiran 18:21:41
    Gemini, at this point of time, I would suggest to authenticate your item from any nearest brand store of your item if you don't have any authenticity details of your item with you.

    Customer 18:22:01
    can you phone me please

    Customer 18:22:22
    ************

    Kiran 18:22:40
    I can understand your concern regarding this matter.

    Customer 18:23:04
    I am requesting a telephone call

    Kiran 18:23:26
    However at this point of time you will need to make changes from your end in order to relist your item with our policy compliance.

    Kiran 18:23:28
    In an attempt to assist you for your future listings, I would request you to visit our help pages for more tips on successful listing. Please copy below link into new browser window:

    http://pages.ebay.co.uk/help/sell/rules.html

    Customer 18:23:56
    hello can you phone me please

    Customer 18:24:01
    I have asked four times now

    Kiran 18:24:16
    Rest assured.

    Customer 18:24:17
    I will get a copy of this chat sent to my email

    Customer 18:24:24
    no

    Customer 18:24:28
    please phone me

    Customer 18:24:40
    thats five times

    Kiran 18:25:08
    I will forward your request to our policy expert for further investigation. If they feel the need be they may get back to you via email. As of now phone support is not available.

    Customer 18:25:31
    no, I am requesting a phone call

    Customer 18:25:47
    I am a business seller and I am requesting a phone call

    Customer 18:25:53
    thats seven times

    Kiran 18:26:08
    Please allow me few minutes.

    Customer 18:26:14
    ok, you have wasted so much of my time

    Customer 18:26:24
    this is ridiculous

    Customer 18:26:35
    i was mid working and you have just taken up lots of my work time

    Customer 18:26:45
    with nothing of any help

    Customer 18:26:51
    and you will not even get a call to me

    Customer 18:27:07
    i will phone ebay myself and make a complaint about this chat

    18:27:54
    calling now

    Kiran 18:28:58
    Gemini, I can understand your situation at this point of time. However in this case, you will need to provide the authenticity details. if not available, you may get your item authenticate from any nearest brand shop.

    Kiran 18:31:02
    Apart from this matter is there anything else I can assist you with?

    Kiran 18:32:02
    I haven't received any response from you in a while. If you're in the middle of typing something, I'd recommend you to send it.

    Customer 18:32:14
    hag on

    Kiran 18:32:32
    Ok.

    Kiran 18:34:27
    Gemini, just to confirm are we still connected?

    Kiran 18:35:42
    As I haven't received a response for a while, it looks like you may have disconnected. Please feel free to contact Live Chat again.

    System18:35:44
    The chat session is being wrapped up.

    System18:35:44
    The chat session has ended.

    System18:35:44
    This chat was on 07/30/2014. All times in the above transcript are in the following time zone: (GMT) Greenwich Mean Time : Dublin, Edinburgh, Lisbon, London


    The reason I had not responded was because I was talking with ebay customer services, it took three minutes for the customer services rep to inform me it had been removed because there filters had picked up on the spelling error and read it as an attempt at circumventing the listing title counterfeit detectors. She then told me she could see it was indeed genuine gave her apologies and asked me to realist it with the spelling correction any time i wanted. GNUUUUUUU

    I am so upset I have stopped working now... how is it possible to let such morons work... why are they paying them... is it creating jobs to create more jobs? Some kind of economic necessity? So they don't do have such large profits... maybe thats it... a tax relief.

    Now this is a story all about how, my type got changed, turned upside down. Just wait for a minute and watch chatbox right there, & I'll tell how Gem became the moderator with blue hair.

    In typology central friended and praised, on the picture thread was where she spent most her days. Chilling out, selfies, relaxing all cool, And all typing some people and getting them schooled.

    When a couple of girls who were up to no good, Started annoying her & her friends in the forumhood, She got in one little flame war & got pissed off & said 'I'm moving in with that exboyfriend in the forum with the socionics toffs.

    So Gem pulls up to the forum for a year without being a hater, And yells to typocentral 'Yo creeps! Smell Ya later', Became a mod in her kingdom she was finally there, To sit on her throne as the mod with blue hair.

    InvisibruJim

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    A dusty and dreadful charade. Scapegrace's Avatar
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    Ummm...

    Honestly it looks like you're just being dense, and the ebay customer service rep was being robotic. They want you to provide a more detailed description and photos. I fail to see the difficulty.
    "[Scapegrace,] I don't know how anyone can stand such a sinister and mean individual as you." - Maritsa Darmandzhyan

    Brought to you by socionix.com

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    I don't use Live Chat options. As much as I dislike talking on the phone, it works much better in giving and/or receiving information, and getting points across.

    Also, this part made me laugh for some reason; it was probably the robot attempting to sympathize approach that did it:

    Kiran 18:05:42
    Gemini, I can understand your frustration regarding this matter.

    Customer 18:05:52
    no you cant

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    Ti centric krieger's Avatar
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    i had a few chat sessions like these with chinese budget retailers. they were a barrel of laughs.

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    InvisibleJim's Avatar
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    Vogons.

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    Mermaid with Stellar views SyrupDeGem's Avatar
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    Quote Originally Posted by Scapegrace View Post
    Ummm...

    Honestly it looks like you're just being dense, and the ebay customer service rep was being robotic. They want you to provide a more detailed description and photos. I fail to see the difficulty.
    I had all the photo's they were asking for, lots of detailed pic's and the labels close ups etc. Also the description was plenty lengthy with all the required terms and conditions. The problem was I could not see the listing to point out what I had provided. But yes, they were being robotic and I was stupid for wasting my time and energy on it when a three minute phone call sorted everything out.

    Now this is a story all about how, my type got changed, turned upside down. Just wait for a minute and watch chatbox right there, & I'll tell how Gem became the moderator with blue hair.

    In typology central friended and praised, on the picture thread was where she spent most her days. Chilling out, selfies, relaxing all cool, And all typing some people and getting them schooled.

    When a couple of girls who were up to no good, Started annoying her & her friends in the forumhood, She got in one little flame war & got pissed off & said 'I'm moving in with that exboyfriend in the forum with the socionics toffs.

    So Gem pulls up to the forum for a year without being a hater, And yells to typocentral 'Yo creeps! Smell Ya later', Became a mod in her kingdom she was finally there, To sit on her throne as the mod with blue hair.

    InvisibruJim

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    InvisibleJim's Avatar
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    Oh freddled gruntbuggly,
    Thy micturations are to me,
    As purdled gabbleblotches on a lurgid bee.
    Groop, I implore thee, my foonting turlingdromes,
    And hooptiously drangle me with crinkly bindlewurdles,
    Or I will rend thee in the gobberwarts,
    With my blurglecruncheon, see if I don't!

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    Mermaid with Stellar views SyrupDeGem's Avatar
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    Quote Originally Posted by InvisibleJim View Post
    Oh freddled gruntbuggly,
    Thy micturations are to me,
    As purdled gabbleblotches on a lurgid bee.
    Groop, I implore thee, my foonting turlingdromes,
    And hooptiously drangle me with crinkly bindlewurdles,
    Or I will rend thee in the gobberwarts,
    With my blurglecruncheon, see if I don't!

    Exactly! I totally get it.

    Now this is a story all about how, my type got changed, turned upside down. Just wait for a minute and watch chatbox right there, & I'll tell how Gem became the moderator with blue hair.

    In typology central friended and praised, on the picture thread was where she spent most her days. Chilling out, selfies, relaxing all cool, And all typing some people and getting them schooled.

    When a couple of girls who were up to no good, Started annoying her & her friends in the forumhood, She got in one little flame war & got pissed off & said 'I'm moving in with that exboyfriend in the forum with the socionics toffs.

    So Gem pulls up to the forum for a year without being a hater, And yells to typocentral 'Yo creeps! Smell Ya later', Became a mod in her kingdom she was finally there, To sit on her throne as the mod with blue hair.

    InvisibruJim

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