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PayPal to Customers: Screw You

Dear PayPal: Fire the person who recommended this email that I got today in response to a problem I had with PayPal's site three days ago:

Due to an increase in seasonal email volumes, we may not have been able to answer your email.
If your inquiry has not been resolved or you have further questions regarding your PayPal account please call 1-402-xxx-xxxx

Thank you for choosing PayPal!

Truly, this is inexcusable. They apparently don't know, or care, if they answered the email or not. That's mind boggling.

It translates as:

"We don't have enough staff here to answer customer emails because we really could care less about your problems."

Happy holidays to you too PayPal.

UPDATE: I got a phone call from Pay Pal offering to help me resolve the problem. Quelle surpris! I called back. Hung on through voice mail hell, finally got a human who had no idea what the guy called about because he failed to note it on the account.

I hung on for another 10 minutes while she "checked" the account. And then we got disconnected. Did she call you back? Nope? She didn't call me back either.

I had already called my bank, who had already confirmed that the problem was PayPal's. So I once again logged in to my PayPal account. It still would not allow me to update my credit card information. I deleted the credit card. Then I added the exact same card back in, with the exact same information, and it was accepted. Is there a problem on Pay Pal's site? Ya think!

Categories: Customer Service Issues, Worst Practices

BL Ochman | Dec 22 06 10:57 | TrackBack (0)

Comments

Paypal has been notoriously ugly in the customer care dis-service dept.

After two years of asking them to remove my information from their systems, they never responded and never removed everything thus blocking me, after some silly glitch to actually use the service. I changed all my cards and ever since, 2 years ago, haven't used them and my life actually works better.

These people are on par with Dell and Microsoft. At the very least, Dell eventually answers the phone and makes a monkey of you while Paypal, simply does not care. And why should they? They are in a place of power. They hold your financial transaction.

One ugly company. Hope Google's service will be better.

Posted by: Nick at December 22, 2006 2:49 PM

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About BL Ochman

Blogger, social media strategy consultant to Fortune 500 companies, and sought-after corporate speaker B.L. Ochman heads the creative team of whatsnextonline.com. She also publishes the Ethics Crisis blog for SRF Global Translations

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