The consumer takes it in the shorts to increase the profitability of the company. Businesses will religiously pull your credit report and other businesses will ding you for the slightest infraction, possibly creating a cascading effect that is disproportionate to the original offense. But for consumers while there are agencies that we can go to for similar information, its impractical for an individual to check every business entity's record prior to transacting with them. Not to mention most people probably don't report businesses to these agencies for poor service. Because we go to the business (not the other way around), we waive most of our rights while they keep their options open. Even when they solicit us (credit card offers, etc.), we go to them.
How many times have you called 'customer service' for any company to resolve one issue or another, and you either fall into the void or they flat out don't do what they say they will. TWICE in the last 30 days I called two different companies to cancel services I explicitly declined. Twice I had to call each back to ask why the service was still there. I swear its a tactic and that many people will be frustrated and pay for the service anyway. (Note that this works both ways: If you don't want something and they claim you signed up for it, give them a fax number and ask that they send you proof. It is SUCH a royal pain to retrieve the original document, usually on microfiche, they'll usually drop it on the spot. Usually.) Another friend of mine used to religiously log every call to every business. Name, time, date, purpose, rep id #, etc. Unbearable overhead for him, but for the 1 in 20 times you need it, rattling off that log is damning for whoever has to listen to it, and results usually follow shortly thereafter.
Based on the number of incidents this rather small group has reported, it seems this stuff happens more often than it should. Just once I'd like to hear the system working FOR someone. I'm sure there are considerable safeguards in place to protect against the most obvious infractions, but of course we never see those. Despite this, I'm sure if there was anyone vindictive enough in this group, it wouldn't take much for two or more people to devise a plan to deliberately exploit eBay's safeguards, and document end to end how easy their safe harbor policy can be circumvented. Of course doing so violates their policy and exposing yourself would instantly subject yourself to disciplinary action. Fun to think about, but highly unlikely it'd generate the desired result. Would make a hell of a post though :)
On Mar 6, 2004, at 12:14 AM, Josh Lulewicz wrote:
<x-tad-bigger>Please excuse my language…</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>But Tom I am totally with you on your hatred for all things ebay.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>Here is my story….for those that are interested.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>On November 5, 2003 I won the following auction:</x-tad-bigger>
<x-tad-bigger>http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=3056131090</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>And paid via paypal on 11/12/03.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>On 12/4/03 I received an e-mail from Richard stating that he had a new baby and that shipment was delayed and he was sorry etc, etc, and that he would notify me when he shipped.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>So being the nice person I am I gave him the benefit of the doubt.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>Then as weeks passed and I continued not to hear from him I started to get worried. I sent an e-mail to the guy probably every other day. I tried to leave negative feedback but ebay NARU’d him so that was out. </x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>By this time it was past paypal’s 30 day “protection policy” so I was screwed there.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>So I just gave up…figured I was out $20+ and it was a lesson learned.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>Then the other day I am crusing the ‘bay’ and I spot this curious listing:</x-tad-bigger>
<x-tad-bigger>http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=3082267622&category=4315</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>Now clearly this is the same guy and the same item…</x-tad-bigger>
<x-tad-bigger>-</x-tad-bigger>
<x-tad-smaller> </x-tad-smaller>
<x-tad-bigger>Same picture</x-tad-bigger>
<x-tad-bigger>-</x-tad-bigger>
<x-tad-smaller> </x-tad-smaller>
<x-tad-bigger>Virtually the same Location</x-tad-bigger>
<x-tad-bigger>-</x-tad-bigger>
<x-tad-smaller> </x-tad-smaller>
<x-tad-bigger>Virtually the same Description</x-tad-bigger>
<x-tad-bigger>-</x-tad-bigger>
<x-tad-smaller> </x-tad-smaller>
<x-tad-bigger>User ID differs by 4 characters</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>So I immediately filed a report with ebay’s infamous “Safe-Harbor” team pffft.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>First they send me a response about the first auction:</x-tad-bigger>
<x-tad-bigger>“We have investigated your report. At this time, the seller you reported</x-tad-bigger>
<x-tad-bigger> is no longer a registered user. This occurs when a user cancels…”</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>Of course this has nothing to do with what I reported so I proceeded to explain that to them. Then today I get this response:</x-tad-bigger>
<x-tad-bigger>“Thank you for providing us with the details about this situation</x-tad-bigger>
<x-tad-bigger> regarding rkrd66ev and rkrd. </x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>We are concerned about violations on the site and have thoroughly</x-tad-bigger>
<x-tad-bigger> investigated your report. In accordance with our site policies, we have</x-tad-bigger>
<x-tad-bigger> found that there is not enough evidence to show that a violation has</x-tad-bigger>
<x-tad-bigger> taken place. We understand your concern about this situation, and can</x-tad-bigger>
<x-tad-bigger> reopen the investigation if any additional information can be provided.”</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>Not enough evidence?? You have got to be kidding me!!! Thoroughly my hairy ass!</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>It is clear that the ebay “safe-harbor” team has the competence of a 2 year old. And it is just so frustrating trying to communicate with these people. I have given ebay an enormous amount of money from my listing fees, final value fees, paypal fees etc and I would expect their service to be a little better than this crap.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>I e-mailed rkrd66ev and today I got this response:</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>“I send the package out a long time ago. It was delayed - and I think I got some messages from you asking where it was. I got it returned to me, with return to sender - wrong address writen on it. Apparently from the person who recieved it and who had opened the package and resealed it. This was over a month after the deal started. I send an email to you asking for your address. I never received a reply from you. Thus, I put the item back up for bid, figuring you where one of the few people that have vanished from deals in the past. If you still want it - I will cancel the other deals and try to send it out again. If this is the case - please send me a complete name and address.</x-tad-bigger>
<x-tad-bigger> Good Gaming, Richard.”</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>Thought I vanished? What the heck? So instead of refunding or trying to contact me he relists it…. Hmmmm… And these stories about e-mailing me….complete BS.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>I mailed him and told him to end the auction and send it but of course I see the auction is still on…</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>Anyway, I understand it was only $20 and people get taken for 100x that every day on ebay, but $20 is $20. I worked for it and I am not just going to sit here and let this inconsiderate moron steal it. It pisses me off that people can give fake contact information and apparently ebay goes by that only.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>After requesting the users contact information from the first auction it came back as Richard Briggs. With the current auction it came back as Drake M. Stanton. Obviously it is Richard because he signed the f’ing e-mail Richard.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>ARGH!</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>Anyway thanks to those that listened to my tirade. It is clear to me that something absolutely needs to be done about ebay’s customer service. It just sickens me how much of a hands off approach they take. And the fact that you can scam, steal, cheat and lie get caught and all you have to do is open another account and you can do it all over again.</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger>Josh</x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
<x-tad-bigger> </x-tad-bigger>
