Posts tagged “eBay”

We really don’t want you as a customer

In 2006 (remember them? I barely do) decided to delete my inventory for sale as a response to level of activity not meeting their standards.

Today I got this email

I haven’t been selling my stuff there for two years, since, well, they got rid of my inventory listings. And now I won’t be buying stuff since they aren’t going to maintain my wishlist? I am amused at the patronizing and punitive tone they’ve taken in writing this email. One wonders what the cost is for them to maintain this data, and what they gain by purging their database of crappy customers like myself.

Of course, there are so many more positive ways they could come up with to encourage my action. What sort of non-monetary incentives could they provide for getting me to add something to my wishlist in the next 24 hours? They’ve got this amazing opportunity to interact with me and make it positive, instead they ridiculously negative about it. Wouldn’t you expect better from eBay?

Where I’ll Be Speaking

I’ll be teaching a one-day class on Design Research Methods on March 1, in Sunnyvale, CA. There’s a couple of spots still available, so if you want to contribute to a sell-out, it’s not too late!

You can see a longer version of my talk about improv and ethnography at the IDSA Southern Conference in Savannah, GA, March 6-8. See a previous talk here.

I’ll also be in Atlanta, en route to Savannah, and would love to meet up with people in that area to chat about the work we do and look for ways we might help you.

I’ll be giving a presentation called The Listener’s Journey at the Computer Market Analysis Group meeting at Intuit in Mountain View, CA, on March 13-14.

I will talk about international market research at the Silicon Valley American Marketing Association Morning Forum on March 18, in Burlingame, CA.

I will be giving a workshop on best practices in analysis and synthesis at the Second Annual eBay Visits Event on March 21, in San Jose, CA.

I will be giving a talk and hosting a workshop at a design research symposium at the College of Design at Arizona State University, April 11-13 in Tempe, AZ. I’ll be spending a day in Phoenix beforehand and would love to meet with people there explore ways we might be able to help your business.

Let me know if you’ll be at any of these events!

Waiting is the hardest part

Lady: I’m sorry, we have no midsized available at moment
Jerry: I don’t understand, I made a reservation, do you have the reservation?
Lady: Yes we do, unfortunately we ran out of cars
Jerry: But reservation keeps car here, that’s why you have reservations
Lady: I know why we have reservations
Jerry: I don’t think you do, if you did, I’d have car. See you know how to take reservation, you just don’t know how to hold reservations. That’s really most important part of reservations, holding, anybody can just take them.

I ordered something from eBay just after Xmas, hoping it would arrive in time for our upcoming trip. It hadn’t arrived, so I checked the shipping status (yep, the shipper sent it USPS with a confirmation on it, very nice of them for $6.99). And the tracking info has been stuck since Dec. 28 with

Dec 27 2005 Mail Retrieved From Customer
Dec 27 2005 Received at UPS Mail Innovations Origin RPF R. Cucamonga, CA
Dec 27 2005 Processed at UPS Mail Innovations Origin RPF R. Cucamonga, CA
Dec 28 2005 Manifested (Postage Paid)
Dec 28 2005 Entered USPS Facility – SCF SAN FRANCISCO, CA

It’s been in San Francisco since December 28. That’s a long time already. I went in last week with the printout of the tracking information and the nice people at my small-town post office took the printout and my phone number and passed it along to the postmaster. I figured they’d call that day and I’d have an update. That was almost a week ago, so I went back in. They still have the piece of paper and the only thing they can tell me is that we can wait for it to arrive.

Wait for it to arrive? What is the purpose of a tracking number? The package is obviously stuck in some sort of delivery problem, it’s a one-day delivery trip from SF to Montara. Nearly two weeks of waiting, and the only thing we get from this tracking technology is that we wait?

It’s a sham, isn’t it? They have no ability to diagnose or debug or actually track the package, regardless of what the name of the feature implies.

I can’t believe they told me to wait. I don’t want to wait; I want them to find it. That, however, is not going to happen.

Serious Phishing Scam

ebayPhish htm 8 25 2005 1 33 01 PM.jpg
click to enlarge
Well here’s one I hadn’t seen – a fake “You’ve won” notification. An auction I didn’t participate in – sent to me seemingly from eBay, but of course, it’s not really from eBay. It’s pretty sneaky, if I was buying 30 things from eBay a week I probably would open this without thinking – at which point I dunno, they’ve got my password, or I’ve given them money or something awful.


eBay and “The Power of All of Us”

eBay is running this nauseating new ad campaign called The Power of All of Us (read more here). They are pointing, somehow, towards the trust and community building that eBay has definitely created, but somehow equating their “trading platform” with more familiar good deeds (picking up trash, waving hello, bringing meals to the home-bound, moving a snow-stuck car, adopting a child) is arrogant and naive. “By our count” reads one of the ads “they’ve done the right thing more than 2.3 billion times.” So selling on eBay is doing the right thing, when the ad is defining “doing the right thing” by the examples listed above? eBay is about commerce. It’s about making money, getting shit you want cheap, and it’s about their own enormous profits. Trying to reposition it as some sort of heal-the-world effort is just complete and utter bullshit.

I’d like to teach the world to sing in perfect harmony. Been there, done that. That’s the song I sing.

Spelling errors on eBay

NYT article about spelling errors on eBay.

Jim Griffith, whose official title at eBay is dean of eBay education, teaches 40 to 50 seminars a year around the country. Although the auction house flags common misspellings online, Mr. Griffith said, the most common question he gets is, ‘When will eBay get a spell checker?’ His answer? ‘You go to a store called a bookstore, and you buy something called a dictionary.

Now that’s a customer-oriented attitude!


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