Comments on: eBay has the FAILzor

By: ebuyerfb

ebuyerfb — Tue, 24 Mar 2009 04:46:09 +0000

If buyer’s lack of ratings are an issue for you feel free to check out eBuyer Feedback. It duplicates the feedback system eBay used to have and verifies that there was a transactional relationship between buyer and seller before the seller can post the feedback.

eBay does have profile pages but they are optional. I’d like to see some mandatory Facebook integration. It is much harder to scam people with your friends watching.

By: Dan Wilson

Dan Wilson — Tue, 24 Mar 2009 01:22:28 +0000

Ok, post number two from me. Some additional thoughts to the points you’ve made. :o)

- Community
You’re right, eBay doesn’t have one at the moment. It has many. It has hundreds, all over the world. It has forums and discussion boards, the answer centre for member to member help, groups based on all kinds of interests, a corporate blog with comments and discussions, online Q and As with execs, Town Hall meetings. And it has off eBay communities too that it talks to members in, such as http://www.tamebay.com. Is there work to do? Sure. If anything, I’d argue that eBay’s community aspects are too fragmented, niched and poorly managed… but they are there. eBay also provides product reviews and buying guides written by members.

- Less Anonymity
Agreed. More openess is always welcome. A simple profile page would solve that. And every eBay member does have that. Here’s an example complete with blog entries, friends’ list, guest book posts, information about that seller and selling/buying history: http://myworld.ebay.co.uk/biddybidbidbid
You just click on a user ID anywhere on eBay to see it. Of course, not everyone fills their profile page in, but then that’s true on Last.fm, Flickr etc.

- Restrictions on who can bid
Yes, that’s been a feature on eBay for many years. You can block bidders based on location, previous buying history, feedback, previous bad performance or whether they accept PayPal. You can also require payment from buyers before you accept a bid (pre-payment)… http://pages.ebay.co.uk/help/sell/buyer-requirements.html

- Item alerts / saved searches
I love the saved searches, favourite sellers system and item alerts. It’s one of the best things about eBay. It encourages trust and repeat purchases.
Saved searches: http://pages.ebay.co.uk/help/buy/save-searches.html
Item alerts: how do you want them? Email or text? ;o)

- Longer auctions
What would you prefer? Popcorn bidding or just a 30 day auction? The fact is that eBay isn’t really an auction site these days… about half of eBay sales (and more than half of sales by value) are done through the Buy it Now System (BIN). Auction duration is a bit of a red herring. Whether an auction lasts 10 minutes or ten days, there is a flurry of activity at the end. BINs can last 30 days and more, and auction 10 days… how much longer is necessary?

…I’m not done yet (I hear you all groan). Tommoz (hopefully).. Feedback and the reputation system… and a few other thoughts doubtless.

By: Sherry B

Sherry B — Sat, 21 Mar 2009 23:53:40 +0000

I think you are wrong about no community on eBay. I belong to two thriving communities on eBay that are helpful and supportive. Although we have all met, and continue to meet on eBay, that community has been taken to other sites and offline. You have to join, you have to post — in other words choose to participate.

Secondly, I think anyone who buys or sells electronics or designer goods on eBay is really putting themselves at risk. There is too much opportunity to get scammed with little or no recourse. I am frequently baffled why common sense goes out the window when either greed or a “good deal” comes into the picture.

By: Dan Wilson

Dan Wilson — Sat, 21 Mar 2009 21:06:29 +0000

Gosh. So much here to comment on, and I’ll try to, but worth explaining my interest. I worked at eBay from 1999-2006, in all sorts of roles doing all sorts of things. I would say I was ‘pro-eBay’ but am certainly not an apologist as my own blog (linked) shows. eBay has problems.

I think I’ll probably address some more points tommoz (when I’ve had a chance to think a bit more) but here are some initial thoughts:

There is fraud on eBay and one of the most fraught and difficult areas of the site is mobile phones, especially when selling as a non-professional seller. Payment fraud is rife and it’s easy to get ripped off. I frequently tell people not to sell mobile phones on eBay frankly. Too musch hassle. too much risk.

And even if eBay does have schemes and processes for refunds and protections, I would agree they are difficult to access, utilise and understand and that’s wrong(if not intentional IMHO).

That said. It’s not representative of the site, merely a hotspot. Stamps, coins, books, collectables (for example) aren’t as afflicted. Indeed, I would characterise them as very safe places to buy and sell.

Main point 2: eBay’s customer support is, has been, and is likely to remain a real blot on its reputation and it makes me weep to think that otherwise sane folk at eBay think it is even adequate. It’s not, and you make that case strongly and correctly.

I would however, like to stand up for the good people who sell on eBay. Business sellers in partic (esp small enterprises), in my experience, are fun, passionate honest and decent to fault.

Ok, more tommoz, if I may. ;o)