I Hate Chat

I watch the birdcams a lot and have occasionally found it helpful to see a chat regarding what is happening in the nests regarding the birds. But I hate all the nonsense chitchat that clutters it up. I’m not even talking about the spammers and trolls. I’m talking about the people who are just nattering on about what they ate for breakfast and the shoes they’re buying. Bloody inane. Just talk about the damn birds.

I also hate customer support chat. I tried to contact ebay today regarding their lame excuse for a message system (read my other post “Just Goes to Show It’s All Random”). First of all, I think the person on the other end was either a) outsourced from Cantspellistan or b) a high school drop out or even possibly c) completely computer-generated. I don’t think they really grasped my issue:

All I wanted to do was tell ebay my problem, preferably through email or through a message (ironic). But the only options were Live Chat or calling them. I opted for the Chat, even though I hate it, because I didn’t want to waste my minutes. I log on.

Peggy
Thank you for calling/contacting eBay Customer Support, this is Peggy. It’s my pleasure to assist you. May I have your name please?

Me
(I give my name)

Peggy
Thank you Ann, how may I help you today?

Me
(I had this pre-typed out in anticipation of just putting it in an email/message)

I would like to let you know that your message system does not work well. I have mentioned this to customer support before while they were assisting me with another problem, but I don’t know if they paid any attention. I recently did not receive a message from a customer who wished to return an item. I only discovered it when going though my messages on the ebay site. It did not get sent to my email as it is supposed to, and as most of my messages do. Also, I recently had a customer who never received MY messages. This resulted in her leaving me six negatives because there was no communication from me. Fortunately, the problem was resolved (she received her items late due to Italy’s slow postal system) and she revised her feedback for me. But this is a constant problem of my customers not receiving my messages that I send through your message system. I wish you would look into it, please. I know I am not the only one affected by this.

Peggy
Are you having problems with receving ebay notifications or updates as well?

Me
I don’t believe so. (Of course how would I know if I didn’t receive them?)
It seems I just have with my customers reliably receiving my messages to them, sent through your system.

Me
Sometimes they receive my messages, but other times I have to manually send them an email to their email address the “old fashioned way.”

Peggy
What do you mean by that, how did you send the email?

Me
What email?

Peggy
You mean send emails thru personal emails?

Me
Yes. Sometimes that is the only way it will work because your ebay message system is unreliable for getting messages through to them.

Peggy
Did you made a change to your email address on file?

(Even if I had, how would that affect my customers receiving my messages)

Me
No.

Peggy
Just to verify, are you getting an error message when you tried to send the message?

(Oy.)

Me
No. That is not the problem. My problem is that my customers don’t always get the messages I send them THROUGH THE EBAY MESSAGE SYSTEM.

Peggy
Just want to make sure so we can isolate the problem.

Me
Perhaps your messages are being caught by their email’s spam filters way too often, and they don’t check it directly on ebay?

Peggy
We dont do email forwarding, not unless they send a copy on their personal emails.

(Um…what?)

Peggy
I would just like to see if I got your concern right, some of your buyers is not receiving your messages is that correct?

Me
Yes.

Me
I’m not sure what you mean by not doing email forwarding, but I do receive ebay messages through my email…usually.

Me
I did miss one, however. That’s why the system seems unreliable. Especially for my customers, not so much for me.

Peggy
I understand your concern and I’m sorry to hear that you have problems with the ebay messaging.

Me
I don’t think I’m the only one. I often see this problem mentioned on the Community Discussion boards.

Peggy
Dont worry, I’ll be happy to escalate this to our Technical team. (sure you will) It would be best as well to contact us if you suspect that the buyer did not receive the email so we can track right away to make sure if the message was received or ignored.

Me
OK.

Me
But I really have no way of knowing whether they received the message or not.

Peggy
We can check that, so if you suspect especially if its more than 24 hours and you havent receive any responses.

Me
OK.

Peggy
Thanks for bringing this issue to our attention. We appreciate your 8 years of business with us.Thank you for using eBay Live Help we value your business!

Me
Thanks.
At this point, I have to pee. It’s been several minutes since I said “Thanks”, and usually when a chat session ends, they ask if there is anything else they can help with. So I just go pee anyway, and when I come back to my laptop, my “Thanks” is still the final entry. More and more minutes pass by and finally…

Chat Session Ended, Goodbye. (5010)

Yeah. I’m sure Peggy will get right on that. There’s also a note at the bottom of the chat screen:

Note: A record of this chat session will be sent to your email address.
Fortunately, I copy/pasted the chat session from my browser, because, wouldn’t you know it, I never received the record of the chat in my email. And yes, I checked my junk email box.

About Ann

Painter, jewelry-maker, graphic designer, dingbat font creator, imagineer, progressive, liberal, Wisconsinite by birth and later by choice, dog and cat mom, sushi-lover and foodie.

2 thoughts on “I Hate Chat

  1. I posted a comment about chat to your blog, but because Peggy thought my comment was unfavorable to chat so the post was never posted and no one ever knew a comment was ever written in the first place.

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