EcommerceBytes-Update, Number 129 - October 24, 2004 - ISSN 1528-6703 Previous |
AuctionBytes Soundoff: Letters from Readers
In every issue, readers soundoff about issues important to them. From feedback to payment services, from increased fees to posting policies, AuctionBytes Soundoff gives you a chance to air your views.
Reference: eBay's Favorite Seller Digest http://www.auctionbytes.com/cab/abn/y04/m10/i15/s01
(BTW, my very savvy friend suggested eBay sellers sign up for eBay Seller Digests of their own items using another ID in order to know what is being sent in the digest. - Ina)
Ina,
I have to tell you, eBay has not had a track record of listening to the sellers and trying to improve things for them.
If it works, it would be nice, but I'll wait and see what the ulterior motive really is. If it was to help sellers, there are a lot more important things they could do. My first reaction upon reading this was that it was more likely a way to see who still had active/current email addresses on file. That might be one motive, but I doubt it is the main one.
I would wager that in reality, it is yet another way for them to rake in revenue as they sell advertising space to companies who wish to "sponsor" these seller digest emails. Betcha there will be plenty of advertisements in these "fav seller digest" emails!
Beth
We saw the first of these ads on local TV last night. My daughter (20) was watching "Law & Order" with us - a weekly ritual. When the ad started, we were all a bit confused... I asked her to guess what it was for. Her answers? "A car company? Jeans? I don't know." When the eBay logo came on at the end, she looked at me (the resident eBay guru) with this puzzled look and asked.... "What was that all about? I don't get it."
I believe the idea of promoting the good side of online activities is admirable and something more online companies should get behind - the scammers have been getting all the press! But the message needs to be a bit clearer. If you can't figure out the message even after the commercial is over, has it really done its job? This may be a case of "subtle to the extreme," where the message is so subtle that it simply gets lost.
Even as I tried to explain it to my wife and daughter, they still didn't think it made sense. The images didn't tie in with the message, or didn't tie in clearly enough. It will be interesting to see how it plays out.
Bob
Is Ebay willing to allow people to tell the real stories of Ebay? Stories such as that of Frik 'n Frak or the persons whose business have been ruined by Ebay or Paypals policies and pig headed changes? Of course not. They don't even seem to understand that such incidents are ruining Ebay.
My husband and I left Ebay not because we were affected by the billing snafus but because many of our friends (that we'd met through Ebay) were. And the billing incidents are still happening.
I for one would rather starve then go back to a company that doesn't seem to have any moral fiber.
Thank you, as always, for reporting the stories we need to hear.
Charlotte
---
Hello,
This article really illustrates one of the great fallacies in Ebay's "philosophy" of fairness and an oft repeated "even playing field" strewn with rocks and glass.
The most irresponsible aspect of Ebay's administration is that they have the finances and the technical capability to make the "rules" explicit and prevent misunderstandings, but they don't. They abdicate and encourage this kind of vigilante ambush to unsuspecting folks.
How does Ebay reconcile "The Power of All of Us campaign helps us express our core belief that people are good," - that warm fuzzy community image when the Frik-n-Frak sequence is repeated frequently: Ebay user signs up and creates a reputable business, using a common sense balance of good products, good service and good marketing.
Someone reports the unsuspecting seller for an infraction of one of the many vague and less than specific fuzzy logic rules of the Ebay-is-a-community-selling-venue-not-a-responsible-business-entity-subject-to-reliable.
Seller is caught between shock and suspicion, but forges ahead with more common sense - only to find themselves, in another world, much like Alice in Wonderland's discovery "down in the rabbit hole" - where rules and games are played in caricature fashion.
My belief is that this kind of problem is secondary to the irresponsible technical and billing problems Ebay has created, but is likely one that will continue to erode the "trust community" base as more and more sellers realize how vulnerable they are to "off with your head" decisions.
I have received two erroneous trademark violations and several erroneous keyword spamming violations. It's like getting called to the principal's office because some other kid didn't do their homework. You don't know what the heck they are talking about, only that you are being personally attacked and chastised.
At least in the case of the trademark violations, I could contact the erroneous accuser and got profuse apologies. Do I know that VERO has taken those black marks off my record? No. Do I think that could be a problem. Yes.
In the case of the keyword spamming (for historical research kits in the genealogy category), I have theorized that the complaints came from someone shopping in the wrong aisle. For example, one case looks like that of a person who might have been looking for hockey player memorabilia for a Canadian with an unusual name, when that is also the name of priest who created the base works for French-Canadian genealogy records in the 1800s. However, there is no mechanism for responding to the individual and clarifying their perception or the misleading fuzzy logic of Ebay statements.
In several long email discussions with Ebay support, the road got even murkier. One support person's cut and paste errors likened my listings to jewelry and magazines (though I would question even those statements if they applied). Ebay support finally acknowledged that I was not misrepresenting my listings with extraneous terms, that I did have repeated "exactly as described" feedback and so on.
But when we got down to exactly what was excessive keyword use (ie I should tell the researchers they might get what they are looking for?) and I gave Ebay support more than half a dozen examples of other reputable sellers with detailed, well-described items, the response was to tell me how to report these sellers!
I flatly refused to play that game, and then proceeded to give them stats from Ebay's own affiliate/service provider for Ebay store search terms and page views showing that most folks were getting to my listings by browsing not by keyword searches. Only about 200 total (about 40 unique) searches were reported to lead folks to my listings (the highest keyword/search term count was genealogy) over the course of 7000 page views - so if I was spamming, I was clearly failing.
Then a new support person came into the picture and gave me the suggest@ebay.com contact so I could help them improve their search capabilities since I seemed to be complaining about the search features!
The point finally being that this discourse had drifted back into outer space, where it all began. They probably still have my account marked for suspension review.
Since I actually decided a year ago that Ebay is a Las-Vegas-loss-leader venue for my core business products and began developing other online venues, being suspended from Ebay has more of an impact on overall business credibility than actual Ebay revenue. After all, Ebay suspension news stories deal with bad business practices, so who wants to have to explain that you are not really a bad guy.
However, since I also provide Trading Assistant services as an accomodation to my bricknmortar customers, I asked Ebay support point blank if I should return all of the items that were scheduled for fall Ebay sales and tell my customers that I am restricted from properly describing their items. No response.
So I continue to list an assortment of items in other categories and have been surprised to learn that Ebay technical failures include the ability to "remember" such basics as the ISBN number on a book relist - sometimes or that their category revisions often defy logic. Paypal integration problems are escalating - combined shipping/multiple item overbilling, salestax errors, USPS postage integration errors, missing payment records/credits/notifications.
I wonder if Auctionbytes might point blank ask Ebay if they are going to be a "warm fuzzy fun community venue" or a reliable business environment when they grow up. I see this as an adolescent phase in Ebay's business development, clearly lacking in a mature sense of responsibility for their own actions, blithely removed from the large gaps between their marketing pitch, "democratic" administration and technical implementations.
Thanks for providing such a great service to the online sales community.
Sharon
---
I'm confused now as to what he's "outraged" about. ebays policy is you cannot have a user id that is your web url because they feel it's pointing business off ebays. [I'm not debating/defending ebays policy]
Technically, the underscores aren't part of the web adresss, but from ebays point of view the policy stands because it is his url, and it is pointing people to his domain.
I cut n pasted the USER ID with underscores in it and put it into a new browser window , it goes to his ebay store.
I then tried cuting and pasted the url www.frik-n-frak.com into a browser and it took me to his web page.
I'm the last person to defend ebays customer service, but my point is he's not a wide eyed innocent who mistakenly chose the user id and now is getting blasted.
There are lots of sellers who had their business domain as their user id since 1996-97 and they've all gotten an email from ebays over a year ago with a deadline to choose a new user id or else ebays would choose one for hem.[power sellers with 7 years of selling history). It sounds to me like he was trying to be clever & get caught and is now yelling foul.
L.
They should change the name of ebay to "Let's nickle and dime you to death". I'm still hearing reports of people being billed for things they didn't buy or things being double/more charged.
The only other place online that I found such a mentality was at Andale. I hope sellers find the other auction sites which are more user friendly and are gaining the support of customers. I say to all sellers. Try these other auction sites. There are a great many of them. You have nothing to lose as many of the sites are setting sellers up with credits so they can run FREE sales.
Thanks again for all the great reporting.
Charlotte
********
Reference: Return-Policy Survey
My opinion is that buyers should always have a reasonable assurance that the seller wants to make them happy with the item. As a buyer, if I get an item that's less than advertised I want the option to return that item, especially when it cost me a lot. I don't argue with buyers. If they are unhappy I'll refund their purchase price upon return receipt of the item, but I won't pay for their return postage. That tends to keep the fickle buyers honest and helps me to communicate to buyers that I value their business and want them to be satisfied.
Jon
Hello,
I am a subscriber to the AuctionBytes newsletter and read with interest the article about Overstock.com. I went to the site, signed up and tried to sell an item. Every time I filled in their Sell form and clicked Submit, all the information disappeared and it took me back to the home page. After 3 tries, I gave up and contact their support staff. I got a friendly email from them with a link to their FAQ page which was no help at all. I emailed a second time, getting a more personal response, but still no help for the problem.
THEN, I began getting SPAM originating from the Overstock.com website by people who wanted to "be my network friend" with links to click on (which I did not do).
I wanted to alert you and your readers to the fact that this website may not be operating ethically and/or at the very least is not operating efficiently.
I am disappointed, as when I looked at the site, it seemed a promising new selling venue.
Sincerely,
Mary
I am afraid sellers are jaded with "improvements" made by eBay. They have had a history of issues with the site that shows a lack of preparation and an unwillingness to thoroughly test their changes before unleashing it on the public. What eBay needs to do now until January 2005 is top any all changes to the site. Leave it as-is except for known bug fixes.
You may quote up to 50
words of any article on the condition that you attribute the article to
EcommerceBytes.com and either link to the original article or to
www.EcommerceBytes.com. All other use is prohibited.
You can read past newsletters going back to 1999 - click on a year and you'll be taken to all 24 issues from that year, which you can read in full-text!
Have a question about buying or selling online? Want to get marketing or technical advice? AuctionBytes Discussion Forums are the place to come to get answers to your questions and get advice! Great tips - a refreshing change!