PowerSellers are receiving emails this morning informing them that they’ve lost their Personal Account Manager who have been replaced with eBay’s new “Top Customer Care line”.
To contact support in the future you’ll need to visit where you’ll be provided with a phone number and in the near future a temporary PIN number to automatically identify yourself rather than manually identifying yourself with account details.
Billed as an improvement to Personal Account Managers eBay are also offering a “real” improvement with longer support opening hours of 8am-10pm Monday – Friday and from 9am – 6pm on Saturdays, Sundays and Public Holidays.
The text of the email reads:
I’m pleased to inform you that we have enhanced our customer support in order to better meet our customer needs.
Effective immediately, you have access to two new services to help you with any queries you may have in the future. You can contact our Top Customer Care line with queries or questions relating to your account and our Claims Processing team for any queries on unpaid items (UPI) &/or items not received (INR).
You will find our new Top Customer Care contact number & a temporary PIN number at the following link: www.ebay.co.uk/contact . The temporary pin will enable us to automatically verify your details so that you do not have to do this manually over the phone with an agent.
To contact our Claims Processing team simply call the following number: 0800 3586551.
To further improve our service to you, we are extending our opening hours to ensure that you can avail of support when you need it. Our Top Customer Care support line is now open between 8am-10pm Monday – Friday and from 9am – 6pm on Saturdays, Sundays and Public Holidays.
As a result of these enhancements, I will no longer be your point of contact going forward so I would like to take this opportunity to let you know how much I’ve enjoyed working with you & wish you continued success with your business on eBay.
eBay Customer Support
I’m struggling to see how losing an eBay contact who was familiar with my business and who I’d built a relationship with, and replacing them with a general support line is an improvement. The longer opening hours are definitely welcome though, as eBay selling is a round the clock business and we don’t all stop work at 5.30pm.
Thankfully the support line number is an 0800 dial code, so the calls will be free, but I’m seeing the same number for both my main selling accounts as well as for casual buying accounts. It will be interesting to see what the quality of support is if it’s to replace Personal Account Managers who by and large specialised in the particular categories a PowerSeller traded in.
Updated to add: We’ve had it confirmed from multiple sources that some sellers WILL be keeping their Personal Account Managers. If you’ve had the email you’re out of luck, but if you haven’t then you may be one of the lucky ones who will keep a named support contact.
12/2/10 Updated to add: We’ve heard from eBay what’s officially happening with support. There are no redundancies although some are moving to other departments, anyone leaving is doing so through their own choice. All support will still be from Ireland for the UK, with new hires and the support center will be a European Center of Excellence.
There will still be some accounts who have Personal Account Managers but many will now use Top Customer Care. Calls will still be routed according to the type of business you run, so if you sell predominantly in a particular category whoever you speak to should be familiar with that category. The bad news is that many now won’t have a named contact, the good news is that the opening hours for support are considerably extended.