Does PlayerAuctions generally have terrible service?

I have had a similar issue before with them, requested an email change via email and clearly stated that i wanted it changed from paypal to a moneybookers address ( even wrote the moneybooker bit in capslock in the email ) and amazingly they tried to send my payment to a paypal account that did not exist.

Also took many days to correct this problem, i have about 1800 feedback on PA and have used it about... twice in the last 5 months. purely based on the fact their customer support is shit.

 

[floater555]

PA is generally a bad site in terms of customer support, their reply times, their payment times are terrible, plus 10% on each sale is a huge fee.

 

[PlayerAuctions]

Ouch. Maybe it was something else that charged you.

^^ This. To have direct credit card processing, you need to have a merchant acquiring bank. To get one is not easy. In fact, it's all but impossible for businesses in our industry. We are different because we have been transacting for over 15 years, and our banking relationships have always been in good standing.

To OP. Received your PM, and responded. Once I get your PA username, I'll look this up when I am in the office tomorrow.

 

[PlayerAuctions]

I suppose it would also be prudent to give everyone a quick update on our customer support situation.

1) Having worked at a fortune 500 known for excellent customer care, I know what we have right now is extremely sub-par (to put it lightly).

2) Beginning in April, I have already made some internal changes. We've on boarded a new CS Manager. She is currently with me in our head office receiving training on our database backend, processes, and policies. She'll be returning to our CS office next week to take over.

3) I can't speak to the other interactions, however the one that was posted in the OP, looks as if you didn't receive any response at all. In all fairness, we are actually down 3 agents currently which has severely affected our ability to handle traffic. Whether you were being blatantly ignored, or if he simply couldn't respond because he was the only agent on duty handling a ton of chats is something I will determine.

Regardless of the answer however, the agent should not have terminated the chat.

As quite a few have already commented, I'm here to help, and will.

I am actually, not a "Rep", but Head of all US/EU Marketplaces (i.e. PA). This isn't my job to do "customer support", but I hope my being here, goes to show how far the spirit of PA is changing compared to times past.

jake

 

[Azarole]

Jake - you seem like a good lad to be fair! I have only had pleasant service with PlayerAuctions and they even helped me out with an account that was recovered from me. Also, I have had to deal with Ralph before - he was very fast and professional in his approach to my problems. Maybe the OP was rude before the screen shots were taken. There could be more to it because to the peak of my knowledge - the customer service is well above other sites I've dealt with.

 

[xOneDown]

I suppose it would also be prudent to give everyone a quick update on our customer support situation.

1) Having worked at a fortune 500 known for excellent customer care, I know what we have right now is extremely sub-par (to put it lightly).

2) Beginning in April, I have already made some internal changes. We've on boarded a new CS Manager. She is currently with me in our head office receiving training on our database backend, processes, and policies. She'll be returning to our CS office next week to take over.

3) I can't speak to the other interactions, however the one that was posted in the OP, looks as if you didn't receive any response at all. In all fairness, we are actually down 3 agents currently which has severely affected our ability to handle traffic. Whether you were being blatantly ignored, or if he simply couldn't respond because he was the only agent on duty handling a ton of chats is something I will determine.

Regardless of the answer however, the agent should not have terminated the chat.

As quite a few have already commented, I'm here to help, and will.

I am actually, not a "Rep", but Head of all US/EU Marketplaces (i.e. PA). This isn't my job to do "customer support", but I hope my being here, goes to show how far the spirit of PA is changing compared to times past.

jake

Glad to see you doing some housekeeping. I'm not a user of PA myself but have heard great things. I'm sure under your leadership the site will continue flourishing and the customer service situation will improve greatly.

For anybody else running a business/website, take notes from this guy. Communication is key.

 

[Anavar]

Jake - you seem like a good lad to be fair! I have only had pleasant service with PlayerAuctions and they even helped me out with an account that was recovered from me. Also, I have had to deal with Ralph before - he was very fast and professional in his approach to my problems. Maybe the OP was rude before the screen shots were taken. There could be more to it because to the peak of my knowledge - the customer service is well above other sites I've dealt with.

I was not rude at all even though I've been ignored 3 times on chat.

I guess your logic states that anyone who has experienced terrible customer service by PA (there's quite a lot of them) must of done something beforehand to provoke it.

On the other hand, thanks Jake for clearing that up, I hope you make the customer service at PA as good as you make out to be in the future! (I pm'd you back)

 

[Anavar]

This has been sorted.

Thankfully the nice guy from PA here sorted everything out and in good faith given me something in return for the bad service that occured.

For anyone needing help with anything PA related, the PA 'rep' (not really a rep but yeah) should be able to help you out.

Thanks again!

 

[Azarole]

I was not rude at all even though I've been ignored 3 times on chat.

I guess your logic states that anyone who has experienced terrible customer service by PA (there's quite a lot of them) must of done something beforehand to provoke it.

On the other hand, thanks Jake for clearing that up, I hope you make the customer service at PA as good as you make out to be in the future! (I pm'd you back)

I never once stated that you WERE rude, I just merely stated we didn't know the full story.