An Open Letter to Lorrie Norrington

Dear Ms Norrington

As a woman I was very pleased to hear that you are moving up in the corporate ranks again. Sincere congratulations on your promotion. eBay has a history of being an equal opportunity employer and I am sure that you have worked very hard to earn your place in the sun, however, as you know, all is not well at eBay. As a woman I would hate to see another woman in the role of fall guy.

You have made a choice to live in the corporate world, with a regular salary and structured benefits. You have paid and will continue to pay a price for this choice, but it is your choice. Both large and small eBay sellers, who made eBay what it is today as sellers and buyers, are not like you in that respect; they are entrepreneurs, gamblers if you like, and probably not good employee material.

Those of us who are categorized as 'noise' by your PR department and 'flea market' by your boss John Donohoe, are unhappy with the 'New eBay'. Many left in May with lots of noise and others have just been quietly closing their doors and melting away in the succeeding months.

I know that eBay's focus this year has been on the buyer experience. I would respectfully remind you that we who sell on eBay are eBay's buyers. We are your buyers and the good people who buy our products are our customers.

eBay is loosing good sellers like water through a colander.

Do you know that as of yesterday 21% of the top 100,000 eBay sellers are inactive? Or that there was a 15% increase in the number of inactive registered sellers in that tranche alone in the last month?

This blog post from Scott Pooler explains one important reason why your seller base is suffering such enormous shrinkage. Customer Service. Is it possible that there is an element of "Do as I say, not as I do" at eBay today? Your customers at Cornerstone Supply have grounds to believe that. Sue at Tamebay, who is as pro-eBay as it is possible to be has a similar case.

Here is a blog post from one of your remaining good sellers. A pro eBay multiple account PowerSeller who because of the PS status is able to talk to a live person at eBay. The last two paragraphs indicate a poor prognosis in this case. Can you imagine the frustration of a small seller trying to deal with unwanted bidders, listing glitches and non-relevant bot driven customer service?

My judgement of you Ms Norrington is that you are a genuine person who honestly does not understand why your customers are so negative and depressed about changes that you believe are for our own good.

A large part of the blame can be directly attributed to your PR department who are arrogant, rude and dismissive. The 'noise' and 'routed off the site' comments will still be resonating long after Mr Lieberman has moved on. In Australia it would be safe to say Simon Smith is despised, moving him would solve a lot of problems in that country. Your T&S chief in the UK, Richard Ambrose has earned the reputation (in less than a year) of being a vindictive and arrogant micromanaging cruiser of the discussion boards who is openly contemptuous of sellers. This attitude is increasingly prevalent among your employees towards your customers and it is not helping.

Your customers have been deluged by too many ineptly implemented changes in too short a period of time. We are told that even more changes will be implemented 'before the holidays'. This may be enough to drive even more sellers to a platform where they can concentrate on selling during the busiest time of the year. I am directly quoting one of the top eBay sellers here, "One thing I would ask eBay, is to please stop making nonsensical changes in the 4th quarter...from September through December... Please try to stay out of 4th quarter changes this year!"

Y'all come back!

Looking Back

Randy Smythe's post on My Blog Utopia two days ago has been on my mind, I have been thinking about eBay three years ago, early summer 2005 and today. A June 2005 Wall Street Journal Article could have been written yesterday.

eBay's latest fee increases, in February, have intensified seller complaints about poor customer service and falling prices ... further cutting margins, and fraud was becoming a problem ...

Customer Service

From one of the familiar seller nightmare stories:

eBay erroneously shut down one of (his) accounts for 14 days ... trouble listing products, completing transactions and sending email ... fielded angry calls from customers, the Better Business Bureau and PayPal -- an electronic-payment service that was in the process of being bought by eBay -- who all questioned whether his company existed.

eBay reinstated the account, but the incident soured the two men on the auction company. At the time, eBay didn't provide telephone customer support to all sellers ... called eBay but were told to send a request for help through email. After 10 days, an eBay employee called, but didn't apologize, "They were really cavalier," ... The glitch propelled the pair to enhance their Web site. "You can't depend on someone you can't communicate with"

Digging deep into eBay's dusty archives I uncovered this gem; a February 2005 Message from Bill Cobb said

eBay has a fantastic Customer Support team, but Meg and I
agree we haven’t invested enough in giving our CS reps the
flexibility and tools they need to really take care of you. So,
to start, within the next 90 days, we’ll shut down most of
our automated email responses. Our users will get a
“real” e-mail response to their questions - you’ll
hear from a human being who will try to help you with your
problem or question right off the bat. We will only use auto
responses to acknowledge receipt of spam or policy violation
reports.

The same month from a Brown Bag Lunch. It is worth reading just to see how friendly things were then. Post #48

At this very moment we are creating an entire new phone team that will field all of the calls from members who have a stores subscription. This team will be made up of representatives who have been at eBay for some time and they will have complete knowledge of Stores so that they can help with general stores questions as well as the technical problems that you experience as store owners. This team will be available to take calls on April 1.

Where did that go? Everything today is automated response and usually has nothing to do with the question asked.


So what has changed? Ethics

Remember eBay's Community Values

Is there one single one of the five fundamental values which is honored or even thought about today?

For example in Seller Tips

Sellers are expected to consistently perform in a manner that results in a high level of buyer satisfaction. When a seller lists an item on eBay, and a buyer bids for and wins that item, the seller and buyer have entered into a contract that both members are expected to honor. If the seller doesn't live up to this agreement, it leads to a bad buyer experience that may result in negative or neutral feedback for the seller.

Does bad seller experience have any place on eBay? There are very limited protections in place for PowerSellers, protections which have no basis in reality and with loopholes you could drive a Mack truck through. If you are not a PowerSeller eBay policy as stated by Brian Burke is basically summarized as 'who cares?'

There will inevitably be a small group of folks that are negatively effected by the 12-month window but again, we think that recent performance and activity is a much better indicator of what a buyer can expect to experience than a performance rating from 7-8 years ago ... (We) define “track record” as active PowerSellers who have been on eBay for at least 12 months.

Yes, dear reader, you read it right, years of continuous excellent performance would not be a favorable indicator of what a buyer can expect to experience.

How ethical is it to make a unilateral decision to amend any neutral feedback to a negative? If I had wanted to leave a negative I would have left a negative! As a buyer if I had any idea that eBay would in future take my neutral and use it to disadvantage the seller I would not have left any feedback at all. My neutral meant precisely that, not negative, not positive. I did not give permission to change my opinion from neutral to negative. That is precisely what feedback is, opinion, the opinion of the person who leaves it.

How ethical is it to remove feedback from sales fully in compliance with eBay policy at the time the sales were made? An upper level executive makes a decision based on a flawed premise and clerical workers immediately start removing feedback. There are no published guides as to the parameters used in such decisions, no contact is made with the seller, no input is permitted and no accountability is required for eBay.

Noted eBay Booster, PowerSeller Skip McGrath commented in his newsletter recently and on his blog

I got an email from one poor fellow who took a breather from selling on eBay for quite a while. Consequently his total number of feedbacks for the past 12 months was quite low although his overall score for the past several years was high. But because eBay now only looks at the past 12 months and he had a neutral about 6 months ago, his score dropped from 99.9% to 87%. With that score it is going to be really hard to get sales and therefore improve his score when people who don't really know any better see a feedback score of 87%.

Arbitrary feedback removal together with adjustment of neutral to negative has far reaching implications for sellers in regard to deliberate disadvantaging of product placement in search, fees paid and seller protections. It also exposes them to payment holds.

Looking into my crystal ball I see a class action lawsuit, in the very near future from sellers who have outstanding DSRs and have effectively been put out of business by these policies. Something I would LIKE to see is a lawsuit from sellers who are paying standardized listing fees for search visibility with no guarantee under Best Match they will ever get what they are paying for.

Finally, food for thought. There are multiple resignations in the upper echelons of eBay including Matt Halprin, eBay's Vice President in charge of Global Trust & Safety after less than 7 months in the job, and Jim Ambach, VP Seller Experience. Why?

Y'all come back and be sure to click VICTORIOUSLY on any interesting links in the sidebar!

Customer Service

eBay puts a whole new spin on the concept of Customer Service. Most corporations understand that customers will have questions and providing assistance makes everything go more smoothly. Not eBay! At eBay the customers provide the service in more ways than one. For years Buyers and Sellers who had a problem found the best place to get an answer was from the Volunteer Responders in the Answer Center.


Seller "D" says:

Am I the only one who has found the whole ebay experience lacking in customer relations and support? I have had very unsatisfactory experiences with the whole system, particularly with the "Live Help" feature, HAH!

I recently spent 6 hours, with 3 different reps, trying to get a listing removed because their system would not let me provide the shipping services I wanted to offer. The reps would not accept the fact that their system was flawed despite being unable to edit the listing themselves.

I don't know which is worse, having to sit and stare at the screen for 2-3 minutes between responses from the rep, or the obviously scripted responses from them. In almost every case you are sent a link to "report" your concern to a "specialist", who then sends an automated email saying they are looking into your concerns, and you never hear from them again.

My first contact with LIVE, my initial request was to have the listing deleted so I could try to relist it. I did a Yahoo search and found a phone number bay had sent to "select" users, I took a chance and called it. The guy who answered asked for my ID, couldn't find it, but tried to help me anyway. What he evidently did was to create an identical listing, which was also charged to my account.

Now I had a second problem to resolve. The final LIVE rep managed to get me a credit for the dupe listing, but insisted that I had to email another dept to take care of the original problem. I eventually convinced him to delete the original listing by not agreeing to be transferred to another dept or clicking on a link to leave email.

I got the same scripted replies from all that I corresponded with. Line for line, word for word, in the same exact order the conversations progressed. The rep only broke script when I called him on it, he evidently did not have a script for dealing with that response. I kept a text copy of the "chats" for a while, but I eventually deleted it, since the problem was solved.

Besides, what would I do with the text transcripts, send it to ebay?!?!?!?