4 ms·

Delusion? Not everyone reads tech articles like you. Bugs & freak accidents happen that aren't the fault of users. Without support, you'd frustrate, and anger s

Delusion? Not everyone reads tech articles like you. Bugs & freak accidents happen that aren't the fault of users. Without support, you'd frustrate, and anger such users. Normally, angry users leave and never return. But monopolies with considerable lock in like Google...? On my first eBay purchase, I bought two quantities of a 3m usb cord. PayPal deducted my money and my PayPal dashboard showed transaction successful. On the other hand, my eBay dashboard was still nagging me to pay for what I'd already paid for. Both eBay and PayPal make it extremely difficult to reach support. After days of search, I eventually found PayPal email (it isnt on my account). They quickly responded and asked me to tell the seller to check their PayPal account or message PayPal for assistance. Seller didn't. Insisted that I only paid for a single item instead of two. I tweeted to eBay, Facebook messaged em - no response. Wrote on their wall, it was automatically deleted. Wrote on their wall again a few days later and got a response. The support person was surprised by their error and fixed it. Now tell me, which FAQ would have helped in this situation?

Digit-Al 8y ago
Sounds like an awful experience. Glad you did get successful resolution eventually. I was really talking about the likes of Facebook, Google, etc... I would say that you are a customer of eBay and PayPal (although the eBay case could be arguable) and definitely PayPal should make resolution better as they are actually handling people's money - which is a whole new ballgame. But really, come on, if you are getting a whole lot of useful services for free, expecting support when things go wrong is surely a bit greedy. In this world you get what you pay for, and if you pay sweet FA you can surely expect no more than sweet FA in return. It would possibly be useful if they provided a paid tier that guaranteed swift resolution if something goes wrong, but we've all been so conditioned to expect everything for nothing now that they probably wouldn't get enough takers to make it worthwhile offering it. Anyway, the whole thing is a mess and a hugely complicated subject. I could probably go on boring you with my thoughts on it for ages more, but I'll spare you any more :-)

Digit-Al 8y ago

Sounds like an awful experience. Glad you did get successful resolution eventually. I was really talking about the likes of Facebook, Google, etc... I would say that you are a customer of eBay and PayPal (although the eBay case could be arguable) and definitely PayPal should make resolution better as they are actually handling people's money - which is a whole new ballgame. But really, come on, if you are getting a whole lot of useful services for free, expecting support when things go wrong is surely a bit greedy. In this world you get what you pay for, and if you pay sweet FA you can surely expect no more than sweet FA in return. It would possibly be useful if they provided a paid tier that guaranteed swift resolution if something goes wrong, but we've all been so conditioned to expect everything for nothing now that they probably wouldn't get enough takers to make it worthwhile offering it. Anyway, the whole thing is a mess and a hugely complicated subject. I could probably go on boring you with my thoughts on it for ages more, but I'll spare you any more :-)