Date: Fri, 13 Oct 2000 10:30:58 -0700 (PDT)
From: David Chien <[EMAIL PROTECTED]>
Subject: Re: dynamism ebay issues
--- "Dynamism.com" <[EMAIL PROTECTED]> wrote:
> This Ebay history is completely true. A Dynamism.com employee did,
> mistakenly, post more machines on Ebay than we actually had for sale. Then,
> stupidly, tried to "buy" our own machines back to cover the shortfall in
> stock. (It is worth noting that if one were going to try to "doctor" the
Just my opinions:
It should be noted, that while perhaps that employee was an Ebay newbie, all
outstanding auctions can be canceled by the seller after cancelling all
outstanding bids from all bidders on the item -- this is the prefered method of
canceling a sale placed by accident or one that must be retracted.
A company-wide session should be held to reiterate the proper way to handle
sales and to correct any bad behaviour in the future. The emphasis should be
placed on recognizing that this was bad, and that all employees should strive
towards 100% customer satisfaction in future transactions, within the limits of
what is realistically possible.
Also, it should be researched as to why these particular complaints did not
reach the CEO ASAP, rather than in a roundabout way. If employees are slow to
push up such bad news, or if there is no way for the CEO to see what are the
latest outstanding problems and complaints from customers, it suggests that
there may be significant problems lurking within the company that needs to be
corrected quickly in automating customer feedback and support.
I'm not placing 'blame' or pointing fingers at anyone right now - these
handful of incidents are isolated and unless these behaviours continue to occur
in the future, just get on with life.
d =)
=====
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