EBay to Boost Support, Cut Fees

In response to user complaints, auction giant will offer more widespread phone support.

Laura Rohde, IDG News Service
Monday, February 07, 2005

In response to complaints from users, EBay will expand customer service in the U.S. and Canada while reducing some of the fees it charges sellers, the online auction company says.

Within the next 90 days, EBay will limit automated e-mail responses to customer queries and increase its telephone support, says Bill Cobb, EBay president of North America, in a message posted on the company's Web site.

"Our users will get a 'real' e-mail response to their questions--you'll hear from a human being who will try to help you with your problem or question right off the bat. We will only use auto responses to acknowledge receipt of spam or policy violation reports," Cobb says.

Additionally, beginning April 1, all EBay Stores owners--sellers who pay a monthly subscription fee to run "stores" on the site--will also have access to phone support, Cobb says. Such support is currently offered only to its biggest sellers (Silver, Gold, Platinum, and Titanium PowerSellers).

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This is AFTER they TRIPLED their fees last month.

So its not a boost at all, rather a reaction to their customers discontinuing doing business with them due to their outrageous price increase last month.

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