posted on February 6, 2003 08:11:57 PM new
after the psycho that blamed her non-payment on my failure to call and remind her started sending threats I decided to forward this gem of a bidder to ebay. The interestng part was the screen after I hit enter....
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Thank you. Your message has been sent.
You should receive an answer within 24 hours.
If you sent a copy of this email to yourself, you will receive it shortly.
Your opinion is important to us. Please describe your experience with eBay help:
The page didn't answer my question.
I expected to see other information.
I expected to go to another page.
I didn't find eBay's help process helpful.
~~~~~~~~~~~~~~~~~~~~~~
Apparently they know they are lacking in the customer service department - they just want to know how lacking.
posted on February 7, 2003 05:41:51 AM new
Nah, it's just more TQM nonsense.
(Total Quality Management, the Holy Grail of our times.)
Have you noticed in the last couple of years that you get asked to participate in a lot of surveys? eBay is one of the worst offenders. Seemingly the management droids have bought sink, line and hooker into TQM. You gotta understand that TQM is not about making customers happy or improving the quality of customer service. It's all about being able to measure an intangible, because in the management world, you don't get raises unless you can measure something and plot its improvement over time under your wise leadership.
It never seems to occur to the management dweebs that any ordinary person would resent being asked to help create their metric. Saturn used to send me a 2-page survey to fill out every time I took my car to the dealer for service...and if I didn't return the survey, they would hound me until I did.
Obviously the survey was for their benefit, not mine. Saturn boasts that it has a very high "extremely satisfied" survey rating...well, sure. Most Saturn owners figure that if they mark that box, the company will leave them alone for a while.
Don't ever make the mistake of believing that eBay is interested in your opinion. They're not.
(I wrote to Saturn corporate, told them I'd never had a problem with the dealership and would be sure to let them know the moment I did, and to stop sending those damn surveys.)
--
Because of their courage and daring and idealism, we will miss them all the more. --George W. Bush, 02/01/03
posted on February 7, 2003 07:28:22 AM new
I went through the same procedure last night, and what was funny about it was I thought that this time, I was actually happy with the process! There was not an option to state if you were satisfied...In fact the "I didn't find eBay's help process helpful" box was automatically checked. Maybe ebay feels guilty and this is how they choose to punish themselves?
[ edited by inot on Feb 7, 2003 07:28 AM ]
