posted on February 22, 2002 01:53:02 PM new
I just finished a 15 minute coversation with my newly assigned dedicated Paypal Customer Service Representitive. We took a few minutes to review my company account together and she spent the rest of the time listening to my suggestions, recommendations, complaints, requests etc.
I now have one person to contact with any Paypal issues I need addressed and have phone, voicemail, email and fax contact information.
It is clear that Paypal is using their resources to improve the customer service aspect their company. Something we all knew needed to be done for the company to be successful moving into the future.
I figured this information would be useful to other users who were wondering if Paypal was intending on addressing these concerns. From this phone call I received, it is clear that they are.
posted on February 22, 2002 02:03:01 PM new
I think its way to late for them to fix the problems. With the pending lawsuits and stock dropping like a rock why did they wait so long?? ebay will crush paypal with billpoint.
posted on February 22, 2002 02:32:27 PM new
I'm sure that the issue related to the COST that was associated with improving their service. Paypal has hundreds of customer service reps in place and more are being added in order to improve service.
Do you think Paypal was maliciously providing inept customer service in the past? Or do you think it had something to do with their limited capability?
The company now has the money they need to address the deficiencies that currently exisist. A great deal of their new funding will go to these areas.
As yourself one question... Do you want eBay payments to be your only option to accept credit card payments without a merchant account?
posted on February 22, 2002 02:43:03 PM new
I don't suppose everyone will get the same service, however I'm glad they've done something for their big customers.
posted on February 22, 2002 02:53:02 PM new
IMO, Paypal is more response in their e-mails, and receptive to making changes to their system based on feedback. I asked BillPoint many, many months ago to left justify the buyer address so I didn't have erase the spaces manually. BillPoint replied many days later with a canned response. Nothing happened.
I told Paypal their various "Notification" e-mails were inconsistently formatted -- mainly the left justification of mailing addresses. A service rep actually responded with a customized answer. That meant a lot to me.
posted on February 22, 2002 03:18:00 PM new
billpoint has a lot of catching up to do.
just think,if they squash paypal,they can hire experienced people from paypal.
posted on February 22, 2002 08:00:18 PM new
My issues are the same as what most others users feel is important.
1. There's a need for us, as users, to not have the fear of our accounts being arbitrarily frozen, while at the same time having a concern for acccount security. I'm familiar with the horror stories that others have experienced and want to make sure I don't get stuck in limbo with thousands of dollars locked into my account without just cause. Paypal's current policy errors on the side of caution and security, but needs to be improved and made consistent. When issues do arise, they need to be immediately addressed and not take months to be corrected. Accounts holders should have the right to know the progress that is being made with problem accounts and the specific time frame that will be required to resolve. It's unfair to be out money and have no idea if or when it will ever be released.
2. I believe that Paypal needs to take some time and review their overall policy procedures and think through their decision making processes. There have been, in my view, to many policies that have flip-flopped and caused confusion for their users. The company needs to get its house in order and needs to odopt consistent rules and needs to make sure that they are well communicated to us users.
3. Paypal needs to acknowlege to their users that the above listed areas are deficient and must specifically outline the steps they are taking to make improvements.
Let's face it, the Paypal concept is brilliant and the individuals that created this concept are impressive. The company figured out a clever way to redefine the way payment are made online. Let's give Paypal their dues on this. Part of the reason they are running by the seat of their pants is because this hasn't been done before and there is no manual that exists to tell them how to do it. Think about it for a minute. They have 12 MILLION USERS. Put this number in perspective, as it's a hell of alot of people. I just about pass out when I get 50+ order days. Image the pressure they are under to scale their business to this astronomical level of user activity. I'm not being a cheerleader, but I know that it has to be damn hard to get this done.
4. Paypal by definition. At some point we must be told what type of service provider Paypal actual is. Are they a bank? Are they not a bank? Who knows... Paypal must take steps to insure that they are in complaince with the various laws that may govern their business. In the end, I really don't care exactly how eBay is classified, but do want to me assured that there will not be an endless line of challenges and lawsuits against the company.
After the above issues were addressed, I recommended that Paypal start its own website. Users, in many cases, would be verified. Auctions would automatically be paid with Paypal funds from the winning bidders (no deadbeats) and Paypal would be able to get some of its eggs out of the eBay basket.
posted on February 23, 2002 09:42:35 AM new
"Paypal start its own website."
That has tremendous potential, and I would love it. However, PP would not do this unless eBay squeezed them out of eBay auctions. If PP became a direct auction competitor eBay would kick them out in a second. It's an interesting relationship the two have.
