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Paypal's customer service isn't bad because they don't trust the customer in terms of authentication - it's bad because they have horrible policies in place, an

Paypal's customer service isn't bad because they don't trust the customer in terms of authentication - it's bad because they have horrible policies in place, and their reps are unintelligent, untrained, and unhelpful. In any case, some authentication aside from "Full Name" would be nice. When I was with Liquid Web, I had a pass phrase set up, which I could pass off as regular conversation even in a crowded room without anyone suspecting it was my authentication. That works best. Even a birth date and city of birth would be better than a name.

jlgreco 14y ago
In case anyone is unfamiliar with the consequences of Paypal's customer service: http://techcrunch.com/2012/01/04/paypal-shreds-ostensibly-rare-violin-because-it-cares/ http://techcrunch.com/2012/01/04/paypal-shreds-ostensibly-ra...
conradfr 14y ago
As a former PayPal CSR I don't think I was unintelligent, untrained and unhelpful, oh well :)
- mseebach 14y ago
  As a such, perhaps you have some interesting insights into what might be causing PayPals uniquely poor (it seems) CS record? It seems that the majority of PayPals public CS failures could have been avoided with a minimum of, well, intelligence, training and helpfulness.
  - conradfr 14y ago
    I guess being the middle man in a sale / money dispute usually makes at least one people unsatisfied of you ?
- Devilboy 14y ago
  I don't know what the hell you were doing then because I've never had any good interactions with Paypal. Ever. Last time I tried disputing a charge when the seller disappeared on me (and several other buyers) I couldn't even get a response from PayPal at all. That was the last time I used it.
  - conradfr 14y ago
    FWIW customer service survey results were not bad at all but it was five years ago, I know nothing about current situation, and each market is different.
Osmium 14y ago
> Paypal's customer service isn't bad because they don't trust the customer in terms of authentication - it's bad because they have horrible policies in place This is true. I got locked out of my Paypal account because I had the audacity to log in from a nearby country (Germany). Fair enough, though maybe a bit overzealous. To get control back they then had to charge a small, random amount of money to my account and phone my registered phone number to give me a code to input. Reasonable, perhaps, except that it didn't work! and to this day still hasn't. I can't count the number of times I entered in the code. So I just created a new account with an alternative email instead . . . This was a few years ago admittedly, so maybe they're better now, but it's one thing to have overzealous policies and quite another to implement those policies poorly. And that's not even getting into the one time I actually needed PayPal buyer protection, because I'm sure we could all be sharing PayPal horror stories all day if we go down that road.

jlgreco 14y ago

In case anyone is unfamiliar with the consequences of Paypal's customer service: http://techcrunch.com/2012/01/04/paypal-shreds-ostensibly-rare-violin-because-it-cares/ http://techcrunch.com/2012/01/04/paypal-shreds-ostensibly-ra...

conradfr 14y ago

As a former PayPal CSR I don't think I was unintelligent, untrained and unhelpful, oh well :)

mseebach 14y ago
As a such, perhaps you have some interesting insights into what might be causing PayPals uniquely poor (it seems) CS record? It seems that the majority of PayPals public CS failures could have been avoided with a minimum of, well, intelligence, training and helpfulness.
- conradfr 14y ago
  I guess being the middle man in a sale / money dispute usually makes at least one people unsatisfied of you ?
Devilboy 14y ago
I don't know what the hell you were doing then because I've never had any good interactions with Paypal. Ever. Last time I tried disputing a charge when the seller disappeared on me (and several other buyers) I couldn't even get a response from PayPal at all. That was the last time I used it.
- conradfr 14y ago
  FWIW customer service survey results were not bad at all but it was five years ago, I know nothing about current situation, and each market is different.

Osmium 14y ago

> Paypal's customer service isn't bad because they don't trust the customer in terms of authentication - it's bad because they have horrible policies in place This is true. I got locked out of my Paypal account because I had the audacity to log in from a nearby country (Germany). Fair enough, though maybe a bit overzealous. To get control back they then had to charge a small, random amount of money to my account and phone my registered phone number to give me a code to input. Reasonable, perhaps, except that it didn't work! and to this day still hasn't. I can't count the number of times I entered in the code. So I just created a new account with an alternative email instead . . . This was a few years ago admittedly, so maybe they're better now, but it's one thing to have overzealous policies and quite another to implement those policies poorly. And that's not even getting into the one time I actually needed PayPal buyer protection, because I'm sure we could all be sharing PayPal horror stories all day if we go down that road.