eBay Customer Service

Important Note: This site has no connection at all with Ebay. I cannot help you with any problems that you are having with Ebay customer support. I would have thought that this was obvious, but it seems that there are some very stupid people out there.

Customer service is one of those things that it’s really important to get right, but it’s amazing how many companies who don’t seem able to make that effort.

My latest example is Ebay. Whilst browsing their site recently I came across a description of the eBay toolbar. It looked interesting, but I couldn’t investigate further as it only works on IE or Netscape Navigator 4.x (I mean, is anyone still using NN 4.x?)

So, as I like to do in these circumstances, I send an email off to their customer support address asking when the toolbar would be available for more modern browsers like Firefox, Safari and Opera.

This morning I got a response. Kudos to them for working on a Sunday, but the content of the reply was useless. Here it is:

Hello Dave,

Thank you for taking the time to write to us with your concerns. I would be happy to assist you further.

Currently, the eBay Toolbar is only compatible with the following browsers:

Microsoft Internet Explorer 5.01, 5.5, and 6.0
Netscape Navigator 4.51 through 4.79

Note: Account Guard is only available for Microsoft Internet Explorer.

As a result, the toolbar will not show in a “shell” browser like AOL, Yahoo, or MSN. You will need to use Internet Explorer or Netscape to view and use the toolbar successfully.

It was my pleasure to be able to assist you. We appreciate that you choose eBay.

Can you see anything in there that even attempts to answer my question? I can’t. All they’ve done is repeat information that is available on their web site. I know which browsers the toolbar currently works on. I just wanted to know what their plans were to make it available for decent browsers.

I’ve replied attempting to clarify my question. I’ll let you know if I hear anything.

Update: This morning I got an email from eBay asking me to fill in a questionnaire telling them what I thought about the service I recieved. I told them :)

Update 2: I got another response from them. This time they actually try to answer the question.

At this time it is unknown as to when or if the toolbar will be available for browsers such as Firefox, Safari and Opera. I believe the developers are looking into offering support for these browsers but no information about this has been released at this time. I’m sorry for the inconvenience.

So the answer, there is no answer :)

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