Santa not as customer-friendly as he used to be
Categories: Editorial, Opinion‘Twas the night before Christmas and all through the house,were caches of presentsbought by clicking a mouse.”With apologies to Clement Moore, this admittedly substandard attempt at mock poetry does rather accurately sum up the buying method of choice for millions during this and recent Holiday seasons. It’s easy to understand why. It saves travel to several stores seeking the best deal, avoids having to deal with crowds, traffic, salespeople and — when it works — can be accomplished in seconds rather than hours.When it works.They say that the best stories come from personal experience. The tale that follows will test that axiom. See if it strikes a responsive chord with you. BUYING ONLINEToday’s shopper finds that many items that used to be available in quantity locally are no longer held in stock. So it is with the rechargeable batteries this shopper found only online for a classic radio he favors using.Offered in packages of eight by a California distributor, an order was placed through eBay, promptly paid for via PayPal and shipped. In the majority of cases, items so ordered arrive as described intact and without incident.This was not one of those times. Four batteries arrived in a parcel that bore signs of brutal handling.SEEKING REDRESSEBay suggests first contacting the seller directly to work out the problem. Via the online form provided, the buyer requested the seller either to send four more batteries or refund half the amount paid.The seller responded that it would work to process a return of the shipment through eBay for a refund, ignoring the fact that this was impossible since the entire shipment never arrived and returning half the order made no sense. The buyer would be left without any of the batteries he needed; the seller would have fewer batteries than it claims it sent. The buyer informed eBay that he didn’t understand why a return process was initiated in the first place, did not want to return items he needed, and saw the entire incident as a miscommunication. He again tried to contact the seller directly to work things out. The seller once more was referred to the eBay return process and informed that its customer service department might take “several days” to make a determination.When the buyer didn’t return the items by eBay’s deadline, eBay summarily dismissed the buyer’s claim. TRUST THE RATINGS?The first time a buyer talks to a live person is when he initiates the eBay appeal process. That yielded only another reiteration of eBay’s returns process with an “apology” that there was nothing further that could be done.The supposed hallmark of online commerce is the rating that those on each end give one another about a transaction.In theory, this system builds a reputation for trustworthiness (or not) and thereby serves the best interests of future buyers and sellers.The now frustrated buyer decided to give the seller an accurate negative rating on eBay’s web site based on his personal experience. Instantaneously an e-mail came from eBay rejecting the buyer’s rating — effectively and summarily putting a huge thumb on the scale in favor of the seller.
In response, a second-level appeals process was offered with a toll-free phone number, a case number to cite, and assurances that an “eBay team member” would promptly answer “within 1 minute.” (It took four but let’s not quibble.)After considerable discussion and an apparent conversation with the seller, the “team member” stated that the seller wanted return of the items because it doubted the buyer’s veracity. Now incredulous, the buyer asked how returning half the order could possibly confirm his account of things. The “team member” responded with an “apology” that she could help the buyer no further and offered to e-mail him the seller’s contact number, since eBay policy dictated it couldn’t be done verbally. That e-mail has never come and the buyer’s customer service department has never responded.The end …?John Figliozzi is a regular contributor to the Sunday Opinion section.More from The Daily Gazette:Foss: Should main downtown branch of the Schenectady County Public Library reopen?EDITORIAL: Thruway tax unfair to working motoristsEDITORIAL: Beware of voter intimidationEDITORIAL: Find a way to get family members into nursing homesEDITORIAL: Urgent: Today is the last day to complete the census