The only issue that stops me from using PA is when my order goes into manual review even though I have 28 positive feedback and have been using PA for over 2 years. Also they request an arm and a leg to activate your order once it goes into manual review, I for one will not send out my passport, drivers license or paid bills to anyone, especially a company in the Philippines? Might as well send them my social security #, birth certificate and give them my credit history as well.
What also gets me is that it depends on the time of the day, if I order my gold during a certain time it'll still go through manual review but it'll get accepted, other times it'll need me to activate it by sending them my entire life which I wont. Maybe it all depends on whose working.
Just a suggestion, maybe for loyal PA customers, can you throw out the need for a manual review once we have 10+ positive feedback?
Hi H,
The issue you describe doesn't necessarily have to do with customer support, but actually has to do with our Risk Management department which helps to screen and prevent fraud. Rules apply differently for everyone, as our system is very sophisticated, and even though you may have been with us for two years with positive feedback, the system may have accounted for a huge number of different variables which flagged the order to be on the safe side.
About personal ID's, etc. etc. unfortunately that is the nature of the beast, and people are going to have to live with it. We are PCI DSS compliant, and our business is held accountable to US privacy laws, so no... you won't have to worry about us mis-using personal information. Not only this, but it is a necessary evil with the nature of our business. Because we are involved in the flow of money (unlike eBay where payments happen directly between individuals), we are obligated to be AML & KYC compliant (look it up). People attempting to commit fraud on our platform are not in a very good place since we are obligated to report all instances (including suspicious transactions) to the Financial Crimes Enforcement Network (FinCEN). They released a guidance in March of 2013 which details the requirements for businesses dealing in virtual currencies.
Well what can i say about PA, iv had many highs and many lows with them, iv clocked up over 1800 successful transactions on that website, most likely totaling over $100,000 and i have to say it was probably one of the most depressing times in my life.
You are here to ''update'' and make PA a better place, well for alot of people who have already used PA over the years you will never be able to repair the damage on their opinion towards you, because your customer support is just beyond terrible, and i wont even go as far as blaming the live chat hosts of PA, because in all fairness they want to help you alot of the time, it just stems back to what r2 said about the ''powers'' they have, which is virtually nothing, every decision has to ran by the ''higher team'' who work about 8 hours a day and not at all on a weekends, this is not 24/7 support if your issue cannot be fixed until 2-7 days later.
Also your ''late delivery fees'' are just a complete insult to every loyal member of you website, its pure greed wanting that 10% profit regardless if the trade is successful or not.
I could talk about problems with playerauctions all day long but the truth is iv used it for 3 years and i have already wasted all my effort arguing with the live chat and email responses that i just dont have anything left to give anymore.
Hi Oblivion,
I'll respond to your three points in order
1)
People who have used PA and impossible to repair perceptions and reputations.
Oblivion, I am fully aware of what I have essentially "inherited" from all of the bad decisions, judgement, or imprudence of my predecessors. No one should envy me, I certainly don't
And while what you say is definitely a sad truth, that it is very well impossible to make amends with some people,
this is something that I've acknowledged from day 1 when taking this position, But that isn't any reason for any of us at PA to not try 
I may not be able to win over the disenchanted, but I will continue to move forward on making improvements, and turn the platform into something that those who continue to stick with us, can all be proud of as a legitimate example of what secured, player to player trading should be like, and in turn hopefully act as an exemplar for legislators to potentially legalize and legitimize secondary market trading, just as has been done in other countries.
2)
Late delivery fees
This is something we are modifying currently. It will stay in place to prevent bad behavior from sellers who wish to abuse the system (i.e. posting for sale offers for inventory they don't even have, resulting in cancelled orders, and lost sales that could have been fulfilled by legit sellers), but I agree there should be more intelligence attached to when and how these should be applied. This is on the docket, and I will likely release an announcement on the updated policy later this month.
3)
Wasted time arguing with CS, nothing left to give.
I'm not just another "CS agent" am I?
If you've truly run out of steam and don't want to be apart of the change, it's completely up to you and I respect that
But incase that you do want to be part of shaping us, the opportunity is there and my door is open mate. Reach out anytime, I'd be delighted to hear your thoughts/ideas provided it was constructive, considerate, and respectful
At the end of the day, it's up to you, but you are certainly welcome mate.
A separate note in general.
I very well could re-brand the company, go the whole 9 yards with changing the entity name, and trying to spin everything as "New", but I feel personally inclined to just be transparent about things. People can take it or leave it, but we won't stop at re-vamping and aiming for something legendary. I'd invite people to be part of it.
The past is there for me (us) to learn from, and I feel it is a greater accomplishment to take dust off the old car, give her a good wash, upgrade the interior, and see her race down the race track, than to just take the easy way of throwing it all away and starting new. PA has history for better or worse, but the past should not, and will not dictate what we become in the future. Same with people. All of us have made mistakes in the past, but the best thing about continuing on in life is our ability to change, re-invent ourselves and have that ultimate, intrinsic pride of seeing how far we have come.
:idea: ^_^
Cheers,
jake
p.s. A lot of you have PMed me. I might be a little slow in responding, just because I am swamped here in Manila and am trying to wrap everything up before heading back to our head office this week. Bare with me
