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eBay Needs To Rebuild Trust of Both Buyers and Sellers
For some time now, eBay has been suffering from dewindling sales, and loss of repeat buyers. Average Sales Prices (ASP's) have fallen across many categories. This has caused eBay to make radical changes to it's pricing structure and policies in an effort to, as eBay says "Improve The Buyer Experience". eBay refers to their research which they say indicates buyers want a safer trading venue. eBay says in order to improve the site and attract more repeat buyers, the changes are needed to regain the trust of buyers.
Many threads on the eBay discussion boards, and countless blogs indicate that a number of sellers on the site are unhappy with some of the changes. From the tone of the discussions, sellers hope that eBay will reconsider the policy changes. eBay has said they hear the voices of those that are unhappy, but the changes will take place none the less.
Last Friday, tens of thousands of items from Shopping.com (eBay owns Shopping.com) began appearing on the eBay site. AuctionBytes.com first reported this, and even posted a screen shot of one of the listings. On Saturday AuctionBytes.com reported that they received an email from an eBay spokesperson stating that the listings were part of a limited test that had run it's course. The discussion boards were teaming with conspiracy theories, suggestions of listing number manipulation due to the boycott/stike conducted by unhappy users. Then, on Sunday, eBay posted on their announcement board that the Shopping.com listings were a glitch, and that the listings had been removed. This announcement was like throwing fuel on a fire! Some users, posting on the eBay discussion boards pointed to the contradictory statements by eBay spokespeople and advanced the conspiracy theory to a higher level. To add to the raging debate, many of the discussion threads regarding this situation suddenly were removed by eBay.
We received an email from eBay spokesperson Catherine England on Monday evening (see our Blog) that stated the explanation on the announcement page was correct and the email AuctionBytes.com received was in error. eBay spokesperson Usher Lieberman then send an explanation to AuctionBytes.com saying his original response on Saturday was incorrect.
PC Magaine picked up on this story and in their report http://www.pcmag.com/article2/0,2817,2273210,00.asp eBay claims that any removal of discussion threads was accidental.
eBay is facing critical credibility issues with it's users. Conflicting statements about the suspicious listings, removal of discussion threads, "glitches" seemingly occurring almost on queue. All of these, coupled with eBay's endeavor to improve the Buyer Experience have combined to create a high level of distrust among site users. eBay will need to address this in an agressive campaign if they hope to continue to be the Big Dog on the block.
What do you have to say? Comment here, and be sure to listen to our weekly internet maketing radio program eBay and Beyond: Basics to Business by going to our website www.internetauctionnewsradio.com
eBay is no longer user friendly! Let's face it they do not care about their customers THE SELLERS.
I wonder how long WalMart would stay in business if they started implimenting policies that infuriated their customers and made it difficult for them to do business at WalMart? Imagine if WalMart told their customers they can pay for their groceries and other purchses but they cannot have them for up to 21 days. What if they said we are going to let your garbage man, gas station attendant & hairstylist rate you and if they do not give you good marks we are going to push you to the back of the line at the checkout so we can let other "more liked" people ahead of you?
Well they would drive every one off quickly and that is what eBay is doing at an alarming rate. The Titanic is taking on water and they are not going to try to bail it out. "We do not care if we are filling up with water. We are going to just wait and see what happens. Then maybe we will do something." that is what eBay execs are saying so far.
Of course most of the execs have enough money from their eBay sallaries (paid to them by SELLERS) to retire any day and live comfortably for the rest of their lives.
Meanwhile us sellers are out here trying to feed our families and pay the bills.
I am pretty sure if we found a bunch of people and convinced them we are their friends so they should pay our sallaries and after many years slice their throats that we would go to prison.
Just a little food for thought, while I can still afford food.
THANKS ebay!!!!
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