5/4/2007 (Day 190)

Now this is an interesting one, giving a bit of behind the scenes info on the support tools eBay's staff uses. of course I still didn't get a definite answer on my account, but it might explain all the technical glitches I've been seeing.

5:30:42 PMSystemInitial Question/Comment: Other
5:30:48 PMSystemThank you for contacting eBay Live Help!
5:30:48 PMSystemYou are successfully connected to eBay Live Help. Please hold for the next available Live Help Agent.
5:31:44 PMSystemWe appreciate your patience. You will be able to type in your question as soon as you are connected with a Live Help Agent. Please continue to hold for the next available representative.
5:32:46 PMSystemWe apologize for the wait and thank you for your continued patience. Please continue to hold to keep your place in line. You should be connected to the next available agent shortly.
5:33:42 PMSystemWe are sorry for the delayed connection. Your question is important to us and one of our representatives will be with you soon.
5:39:58 PMSystemCanh P. has joined this session!
5:39:58 PMSystemConnected with Canh P.
5:40:12 PMCanh P.Hello, thank you for waiting and welcome to eBay Live Chat! My name is Canh. If you're a registered member, may I please start by having you confirm your User ID and first name?
5:40:23 PM[eBaiting]This is [My real name]
5:40:31 PM[eBaiting]eBay ID= [My eBay ID]
5:40:39 PMCanh P.Thank you [eBaiting]. How may I help you?
5:40:46 PM[eBaiting]My account has a problem.
5:41:04 PM[eBaiting]It is supposed to be closed but it is not
5:42:22 PMCanh P.If you did put a request forward to close your account there is a wait time. Did you receive an email about your account closure?
5:42:45 PM[eBaiting]Yes but I already waited the 180 days
5:42:51 PM[eBaiting]Now it says I must wait another 2 weeks
5:42:54 PM[eBaiting]Or another 180 days
5:42:56 PM[eBaiting]or 2 weeks
5:43:01 PM[eBaiting]I get different responses from different people.
5:43:26 PMCanh P.What I can do is check the current status of your account closure. For security purposes, Iíd just need for you to confirm your registration info. May I please have your e-mail address, full name, full street address, and your phone number?
5:43:45 PM[eBaiting]Sure
5:43:50 PM[eBaiting][My email address]
5:43:54 PM[eBaiting]Already gave you my name
5:43:59 PM[eBaiting][My address]
5:44:05 PM[eBaiting][My phone number]
5:44:13 PMCanh P.I'm sorry, I can check the emails you've received but currently we are experience technical difficulties and certain aspects of our tools aren't available.
5:44:21 PM[eBaiting]Buh?
5:44:35 PM[eBaiting]Oh you were talking about the conflicting msgs I got
5:45:03 PMCanh P.Right, I'm just going to look in to that since I don't have access to the status of your account closure at this time.
5:45:39 PMCanh P.Perfect! Everything's confirmed. Just checking those emails now.
5:49:32 PMCanh P.I really appreciate your patience. I'm still researching this issue for you.
5:49:44 PM[eBaiting]That is okay
5:49:51 PM[eBaiting]There is much material on this problem.
5:52:36 PMCanh P.I want to give you the exact and current status of your account; however, we just had some of our toolset made unavailable to us due to upgrading and I don't want to re-confirm any information you were given in the emails if they were conflicting information.
5:53:54 PM[eBaiting]ooooooooooooooo
5:54:01 PMCanh P.May I ask that you come back to Live Chat tomorrow and we should be able to view the details of your account closure? Two of your emails are "Active" in our system which means someone is currently working on them and you should receive a reply soon, as well.
5:54:20 PM[eBaiting]Sure I can come back to LiveChat tomorrow
5:54:23 PM[eBaiting]No problem.
5:54:28 PM[eBaiting]I been doin it for over a week
5:54:42 PMCanh P.I know it seems like a long process for a simple thing such as account closure but please don't hesitate to come back tomorrow and we'll straighten this out for you.
5:55:15 PM[eBaiting]Ok thanks
5:55:47 PMCanh P.This issue is normally handled by our Trust & Safety department which is why you've emailed us before. If you wanted to know the status of your account closure we/I(General Support) can help you but please understand I'm not able to view the status of this at the moment.
5:56:07 PM[eBaiting]Because of the tools you lost from the upgrade?
5:57:25 PMCanh P.We have a variety of tools we use to assist our members. When they get upgrade we are temporarily unable to access them for a brief period of time. They're not all taken down at once so that we're rendered incapable to help the member but for this issue I'm not able to assist you at this time.
5:57:41 PM[eBaiting]Ok, is there anyone else who can?
5:58:48 PMCanh P.The tool that I use to access your account information, such as account closure information, is used in any departments that need to and we all do not have access at the moment which is why it's best if you try contacting us again tomorrow.
5:59:07 PM[eBaiting]So eBay upgrades everybody at once?
5:59:23 PM[eBaiting]Isn't that dangerous if something goes horribly wrong?
5:59:30 PMCanh P.There isn't an official expected time-frame but usually this gets resolved the next day. You could try in again in a couple hours too if you really wanted.
6:00:03 PM[eBaiting]I'll see how bored I am
6:01:02 PMCanh P.The toolset that we use are very reliable and we haven't had anything go "horribly wrong", access is sometimes unavailable because of upgrading and once it's done we have access to them again.
6:01:17 PM[eBaiting]I have had things go horribly wrong
6:02:50 PMCanh P.I've seen the emails you've sent and I understand you want to have this issue resolved as soon as possible and we'd be happy to assist you in this matter; however, in cases where we don't have access to the tools to assist you we have to ask that you try contacting us at another time. Is there anything else I may help you with while you have me?
6:03:06 PM[eBaiting]No I think that is all
6:04:31 PMCanh P.I apologize I couldn't assist you with the account closure. Again, please come back to Live Chat later or tomorrow and we'll definitely help you when our tools are back online. Thank you for using eBay Live Chat and I hope you have a great day!
6:04:51 PM[eBaiting]ok
6:05:03 PM[eBaiting]Except I cannot have a great day, my day already sucked.
6:05:15 PM[eBaiting]But not because of you

[Total chat time: 35 minutes.]

5/5/2007 (Day 191)

Well, Cahn P. DID tell me to come back the next day...

4:53:43 PMSystemInitial Question/Comment: Other
4:53:49 PMSystemThank you for contacting eBay Live Help!
4:53:49 PMSystemYou are successfully connected to eBay Live Help. Please hold for the next available Live Help Agent.
4:54:41 PMSystemWe appreciate your patience. You will be able to type in your question as soon as you are connected with a Live Help Agent. Please continue to hold for the next available representative.
4:55:43 PMSystemWe apologize for the wait and thank you for your continued patience. Please continue to hold to keep your place in line. You should be connected to the next available agent shortly.
4:56:44 PMSystemWe are sorry for the delayed connection. Your question is important to us and one of our representatives will be with you soon.
4:57:04 PMSystemMark M. M. has joined this session!
4:57:04 PMSystemConnected with Mark M. M.
4:57:05 PMMark M. M.Hello, thank you for waiting and welcome to eBay Live Chat! My name is Mark. If you're a registered member, may I please start by having you confirm your User ID and first name?
4:57:58 PM[eBaiting]Hi Mark M&M
4:58:09 PM[eBaiting][My eBay ID]
4:58:12 PM[eBaiting][My first name]
4:58:45 PMMark M. M.Hi [eBaiting], Thanks! How may I help you today?
4:59:04 PM[eBaiting]Canh P told me to come back to LiveHelp today
4:59:12 PM[eBaiting]There was a problem with an upgrade yesterday
4:59:23 PM[eBaiting]And they didn't have access to the tools to check out my account status.
4:59:58 PMSystemMark M. M. has left this session!
5:00:03 PMSystemMark M. M. has joined this session!
5:00:03 PMSystemConnected with Mark M. M.
5:00:10 PM[eBaiting]Hi Mark M&M
5:00:18 PMMark M. M.Thanks [eBaiting], I am aware of the situation with your account at this time
5:00:24 PM[eBaiting][My eBay ID]
5:00:26 PM[eBaiting][My first name]
5:00:39 PM[eBaiting]Canh P told me to come back to LiveHelp today
5:00:45 PM[eBaiting]There was a problem with an upgrade yesterday.
5:00:52 PM[eBaiting]And they didn't have access to the tools to check my account status.
5:01:14 PMMark M. M.Please understand that you have been fully briefed about your account situation, and your account is in a waiting period to be closed. We ask that you please stop contacting live chat regarding your account closure, as we can do nothing further for you here in live chat.
5:01:24 PM[eBaiting]But
5:01:24 PM[eBaiting]but
5:01:25 PM[eBaiting]but
5:01:30 PM[eBaiting]Canh P TOLD me to yesterday
5:01:41 PM[eBaiting]And I said I would
5:01:47 PM[eBaiting]Do you want me to lie to Canh P?

At this point I got up for a bathroom break. (Say, I wonder if Canh P. can pee? Heheheheheh gosh that was immature.) It was disconnected when I came back. Sooooo...

5:07:09 PMSystemInitial Question/Comment: Other
5:07:15 PMSystemThank you for contacting eBay Live Help!
5:07:15 PMSystemYou are successfully connected to eBay Live Help. Please hold for the next available Live Help Agent.
5:08:11 PMSystemWe appreciate your patience. You will be able to type in your question as soon as you are connected with a Live Help Agent. Please continue to hold for the next available representative.
5:09:12 PMSystemWe apologize for the wait and thank you for your continued patience. Please continue to hold to keep your place in line. You should be connected to the next available agent shortly.
5:10:08 PMSystemMark M. M. has joined this session!
5:10:08 PMSystemConnected with Mark M. M.
5:10:13 PMSystemWe are sorry for the delayed connection. Your question is important to us and one of our representatives will be with you soon.
5:10:13 PMMark M. M.Hello, thank you for waiting and welcome to eBay Live Chat! My name is Mark. If you're a registered member, may I please start by having you confirm your User ID and first name?
5:10:18 PM[eBaiting]Hi again Mark M&M
5:10:49 PMMark M. M.Hi [eBaiting], was there something else not regarding your account closure we can assist with today?
5:11:06 PM[eBaiting]Yes I just need to know if you wanted me to make Canh P a liar.
5:11:10 PM[eBaiting]You did not say before
5:12:12 PMMark M. M.I have reviewed your chat with Cahn, he was unable to access your account due to the fact that some of his tools were not working correctly yesterday. Because of this, he was unaware of the issues surrounding your account, and your pending closure status.
5:12:53 PMMark M. M.The reason he asked you to contact us back, was because he was unaware that you have been previously informed not to recontact live chat regarding this matter, and that your account is pending closure.
5:13:11 PM[eBaiting]I am not sure my account really is pending closure
5:13:16 PM[eBaiting]Some people say in 2 weeks
5:13:22 PM[eBaiting]Others another 180 days
5:13:26 PM[eBaiting]Someone else said 12 days
5:13:33 PM[eBaiting]I do not know whom to trust
5:15:00 PMMark M. M.You can take my word for it, your account is pending closure. You need take no further action. It is pending closure on a 14 day waiting period, and I have record that you have been informed of this on multiple occasions. You have spoken to the highest level of support available to you in live chat, and we ask that you not contact us further regarding this matter.
5:15:14 PM[eBaiting]What if I do?
5:15:18 PM[eBaiting]What will happen to me?
5:15:55 PM[eBaiting]And if 14 days is wrong I will find you here again
5:16:02 PMMark M. M.Live chat reps have been informed of your situation, your account is noted as such. You will receive no further information regarding this issue.
5:16:06 PM[eBaiting]You will be easy to spot, Mark M&M with 2 M's
5:16:09 PM[eBaiting]Plus the M in Mark
5:16:19 PM[eBaiting]I am saving all these chats for my funny website about eBay
5:16:56 PM[eBaiting]What does it say about my account?
5:17:03 PM[eBaiting]It better not call me bad names
5:17:05 PM[eBaiting]That is not nice
5:17:37 PMMark M. M.I have no further information regarding your account for you [eBaiting], please dont come into live chat again.

Aaaand... disconnected. I get the feeling they are really starting to get annoyed with me.

[Total chat time: 24 minutes.]

Henry Y. remembers me, but unfortunately I can't seem to recall a thing he told me. And LiveHelp keeps apologizing for the wait, something is screwy with it. (Like that's a shocker.)

5:20:58 PMSystemInitial Question/Comment: Other
5:21:04 PMSystemThank you for contacting eBay Live Help!
5:21:04 PMSystemYou are successfully connected to eBay Live Help. Please hold for the next available Live Help Agent.
5:22:00 PMSystemWe appreciate your patience. You will be able to type in your question as soon as you are connected with a Live Help Agent. Please continue to hold for the next available representative.
5:22:50 PMSystemHenry Y. has joined this session!
5:22:51 PMSystemConnected with Henry Y.
5:23:00 PM[eBaiting]Hi
5:23:01 PMSystemWe apologize for the wait and thank you for your continued patience. Please continue to hold to keep your place in line. You should be connected to the next available agent shortly.
5:23:07 PM[eBaiting]Eek
5:23:12 PMHenry Y.Hello, thank you for waiting and welcome to eBay Live Chat! My name is Henry. If you're a registered member, may I please start by having you confirm your User ID and first name?
5:23:21 PM[eBaiting][My eBay ID]
5:23:23 PM[eBaiting][My first name]
5:23:35 PMHenry Y.Thanks. I remember speaking with you before [eBaiting].
5:23:45 PM[eBaiting]About what?
5:24:02 PMSystemWe are sorry for the delayed connection. Your question is important to us and one of our representatives will be with you soon.
5:24:08 PM[eBaiting]Eek
5:24:11 PM[eBaiting]Ack
5:24:13 PM[eBaiting]Urk
5:24:17 PM[eBaiting]Orc
5:24:20 PM[eBaiting]Hobgoblin
5:24:44 PMHenry Y.You were asked not to come back into chat about your account closure.
5:24:51 PM[eBaiting]Oh was I?
5:24:53 PM[eBaiting]I forgot
5:24:59 PM[eBaiting]Just like eBay forgot to close my account after 180 days
5:25:23 PM[eBaiting]So before I stop coming in here, it will take another 2 weeks to process your request
5:25:30 PM[eBaiting]At that time I will stop coming in here
5:25:38 PM[eBaiting]Sorry but there is nothing I can do to speed up the process.
5:26:02 PM[eBaiting]The person in my mind in charge of that cannot be reached by phone or chat.
5:26:21 PM[eBaiting]Hey that rhymed but I didn't mean for it to

[Total chat time: 6 minutes.]

Henry Y. didnít respond to my wit so I opened another sesison which was IMMEDIATELY disconnected, and this one was at the same time too. Oh yeah. It's ON.


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