Thursday, February 10, 2005
Is It Any Wonder Fees Cut At eBay?
In response to rapidly mounting complaints, eBay has announced cuts in user fees and enhanced customer service (for their North American operation), the Financial Times said today.
In a posting on the Internet auction site Sunday, Bill Cobb, president of eBay North America, conceded he had heard complaints from customers on a number of issues besides fees, including "customer support, the amount of change we make to the site on a regular basis, and trust and safety."
To improve customer support, Cobb said within 90 days, the company would end its practice of sending automated responses to users' e-mails, instead using an expanded customer services team to handle queries.
The company will also provide telephone support to all customers of its eBay Stores service and cut its minimum insertion fee from 30 cents to 25 cents.
The biggest change is the company's offer of a month's free subscription worth US$15.95 to customers who run their stores on the eBay site.
More information at Guardian eCommerce.
In a posting on the Internet auction site Sunday, Bill Cobb, president of eBay North America, conceded he had heard complaints from customers on a number of issues besides fees, including "customer support, the amount of change we make to the site on a regular basis, and trust and safety."
To improve customer support, Cobb said within 90 days, the company would end its practice of sending automated responses to users' e-mails, instead using an expanded customer services team to handle queries.
The company will also provide telephone support to all customers of its eBay Stores service and cut its minimum insertion fee from 30 cents to 25 cents.
The biggest change is the company's offer of a month's free subscription worth US$15.95 to customers who run their stores on the eBay site.
More information at Guardian eCommerce.
