Dumbed down customer service roles??
Such a shame that eBay has become a huge faceless corporation with setting immovable, complicated policies that are inflexible to customer needs. It’s also such a shame that they’ve dumbed down customer service roles so the agents have no authority to go outside policy in anyway. Sure it’s very frustrating for the customer service agents having no empowerment to solve customer issues.
In one recent problem I had to speak to 3 levels of management before an issue was solved. EBay’s unwillingness to bend a rule which each person I spoke to agreed was a ridiculous rule, showed just how bureaucratic the company has become. Ridiculous. EBay, having grown from what is a great product, needs to do work to ensure it remains customer focused and doesn’t tie self up further on its own red tape and almost ‘soviet’ bureaucracy.