eBay hold policy - "can i put you on hold for 1-2 minutes" - eBay Suspended & PayPal Limited Forums
eBay Suspension & PayPal Limited Forums  
Join Today
Register Subscribe
     

Registration is fast, simple and absolutely free so please, join our community today!


Go Back   Home > Platform Discussions > eBay Discussion!

eBay Discussion! EBay Forum. News, Updates, or Anything eBay is Welcome. A kind of lounge if you will.

Reply
 
Thread Tools
  #1  
Old 07-24-2012
Junior Member
 
Join Date: Oct 2008
Posts: 173
Thanks: 97
Thanked 14 Times in 10 Posts
Activity: 0%
Longevity: 90%
iTrader: (0)
Default eBay hold policy - "can i put you on hold for 1-2 minutes"

I've had to call eBay customer service a lot lately in regards to a recent case, which is always fun (sarcasm).

I'd say the vast majority of the time I speak to somebody, I get the line "Can I please place you on hold for just a few minutes while I gather more information". The line might be a similar variation such as "Can I put you on hold for 1-2 minutes while I look at your account".

What is it with eBay's hold policy that they all feel the need to put me on hold for 1-2 minutes? I don't understand. Why don't they just speak to me as they gather the information?

I got to the point where I started to reply with "well, what information specifically do you need? maybe I could help you find the information you are looking for" in a super friendly non-confrontational way. (you should be as nice as possible ALWAYS when calling customer service). They typically don't have an answer and just insist to put me on hold.

Has anybody else noticed this while calling in to eBay customer service? I've noticed this no matter what department I am speaking with: Billing, Trust & Safety, Buying & Selling, or any other department, they all seem to have the same hold policy.

I think that putting you on hold is just part of a script that they are reading off of, but why write a script like that? Nobody likes being put on hold, I feel like it would be a much smarter policy to figure out the required information while still on the phone with the customer.

Discuss!
Reply With Quote
The complete step-by-step guide to get back to selling today!

  #2  
Old 07-24-2012
BigCJ's Avatar
Executive [VIP]
 
Join Date: Apr 2011
Posts: 2,782
Thanks: 1,192
Thanked 1,021 Times in 709 Posts
Activity: 0%
Longevity: 75%
iTrader: (6)
Default

They are preparing to ask you questions that they have no solid idea about themselves.

The thing about eb/pp is that they don't even follow their own policies. So I take it as a chance for them to brush up on the latest lie trend and think about what they could ask you to trip you up and have a reason to keep your money longer.

I had a rep put me on hold for 4 minutes (yeah, I counted) due to a payment that was on hold for a month.

When he came back he said "Ma'am, how can I take this off of the hold when you did not ship the item out yet?"

My response: "please check the date, they RECEIVED it on xx date and the payment has been on HOLD for all this time. Even when I got the feedback, as your policy stated."

PP idiot: "Oh...can I place you on hold for 2-3 more moments, ma'am?"

He came back and quoted a policy stating that the hold would be removed once I received 100 feedback on the account....

me: I have 112 feedback on the account....

pp idiot: Oh...One moment please...

comes back.

pp idiot: It says that it was delivered in Kansas city at zip 11111, the buyers address is at zip 11111-3333.

Me: Yes, that's the zip codes sub numbers so they know what mailbox to put the package into.

PP idiot: We cannot release the payment to an unconfirmed address.

Me: That is the address that's on file. Id like speak to your supervisor.

Call get disconnected and the money is released LOL
Reply With Quote
The Following 2 Users Say Thank You to BigCJ For This Useful Post:
stanislav (07-29-2012), unkown5454 (07-24-2012)
  #3  
Old 07-29-2012
Junior Member
 
Join Date: Jul 2011
Posts: 50
Thanks: 6
Thanked 3 Times in 3 Posts
Activity: 0%
Longevity: 74%
iTrader: (0)
Default

I have called Eb customer service many times in my time of selling. On one account, I do not know the date of birth and they have called me out on it multiple times and that account is still up and selling. It is dated back to 2006 and is a buddy of mines. They always put me on hold multiple times when I call.

They always like to question me about it and then they seem to pull up some info, that I have put into an eb search like my vehicle in eb motors and ask about it. They really make their own rules up. You just have to be able to talk your way out of anything and always, ALWAYS be nice.
Reply With Quote
  #4  
Old 07-29-2012
Member
 
Join Date: Feb 2011
Posts: 192
Thanks: 30
Thanked 9 Times in 8 Posts
Activity: 0%
Longevity: 76%
iTrader: (0)
Default

Can confirm this happens in the UK too. And like the OP says, even with the most basic of questions. If you're calling up with some long-winded issue about a detailed transaction that's taken many twists and turns then fine, you'd expect someone to have to ask their supervisor/etc for how to go about a unique/rare case, but it literally seems that if you were to call them up simply to say "is your site called eb" they would reply "may I please put you on hold for a few seconds while I access that information?"

Either their computer systems are rrrrrrrreally slow, or they're trying to access different things about you on different windows without you knowing (you call up asking about an apple, they're checking the bannanas on your account), or there are a ton of new employees working at eb/pp all over the world who have suddenly been hired around the same time and are incompetent at answering standard, basic questions, or it's now become eb/pp's standard procedure to simply place the caller on hold while they do their homework etc their end, which is feasible, as it could simply be a case of the big bods at eb thinking that their workers are making mistakes whilst having to talk to their customers, and answer questions from them on the phone, whilst trying to address their problem/fix it their end, all at the same time.
Multi-tasking in the workplace- who would have thought.
Reply With Quote
  #5  
Old 07-29-2012
GreenBean's Avatar
Executive [VIP]
 
Join Date: Sep 2007
Posts: 42,343
Thanks: 5,612
Thanked 9,142 Times in 7,106 Posts
Activity: 0%
Longevity: 96%
iTrader: (6)
Default



One MC999 to go please


Reply With Quote
The Following 2 Users Say Thank You to GreenBean For This Useful Post:
BigCJ (07-31-2012), JJGold (07-30-2012)
  #6  
Old 07-29-2012
slim jim's Avatar
Executive [VIP]
 
Join Date: May 2011
Posts: 1,788
Thanks: 376
Thanked 440 Times in 349 Posts
Activity: 0%
Longevity: 74%
iTrader: (0)
Default

lol
cj- i have definitely had that happen to me many times. they are just call centers i don't think they really understand what they are saying. it seems as though sometimes you get connected to the USA and sometimes abroad. it's a joke both way though
Reply With Quote
  #7  
Old 07-30-2012
rsot's Avatar
Executive [VIP]
 
Join Date: Dec 2009
Posts: 75,855
Thanks: 5,926
Thanked 8,909 Times in 8,202 Posts
Activity: 99%
Longevity: 83%
iTrader: (7)
Default

Time to get an autocalling program to call and cause problems then
Reply With Quote
  #8  
Old 07-31-2012
Junior Member
Threadstarter  
 
Join Date: Oct 2008
Posts: 173
Thanks: 97
Thanked 14 Times in 10 Posts
Activity: 0%
Longevity: 90%
iTrader: (0)
Default

It's just really weird. Every single rep I talk to asks to put me on hold and it's never longer than 5 minutes, usually just 1-2 minutes at a time. Then they don't know the answer so I get transferred to another department, explain my story again, then get put on hold again for up to 5 minutes. Repeat, etc. Good to know I am not the only one who has encountered this.

Quote:
Originally Posted by GreenBean™ View Post
Hehe, yeah. I think this is surprisingly more realistic than a lot of us think.
Reply With Quote
Reply



Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
DHL Help "Shipment on Hold"???? belleannah Shipping Talk 54 03-18-2022 11:59 PM
Paypal temporary hold "FROM NOW ON" jwinno Paypal Limited 17 12-01-2011 11:48 AM
"Shipment on hold" for five days.. what's wrong? Web Addict Shipping Talk 6 09-05-2011 10:53 AM
DHL "Shipment on hold" Is that bad?? :( $6000 Package help nkwatch Dropshipping & Wholesale Suppliers 23 08-14-2011 12:32 PM
21 Day Hold "Trick" aking Subscriber Discussions 1 02-25-2009 11:27 PM


Aspkin Group

All times are GMT -5. The time now is 02:09 AM.


Stop the guessing games and learn how you can quickly and easily get back on eBay today!
Read the best selling step-by-step eBay Suspension guide eBay Stealth!
Amazon Suspension? Read Amazon Ghost to get back on Amazon!
vBulletin® Copyright ©2000 - 2024, Jelsoft Enterprises Ltd.
Ad Management by RedTyger
no new posts

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58