Wednesday, June 06, 2007

EBay Item "promotion" Removes your item for up to 8 hours

I'm selling my car on ebay. I only have the time for a 3 day auction so tonight I was wooed by their "promote your car for $29" option and I went for it. The result? The listing completely disappeared. Trying to follow this up with ebay support chat wasn't very effective as you can see below. Apparently when you "promote" an item it can disappear from the listings for as much as 8 hours. I sure didnt see that in the small print.

Here's the chat...


System
Initial Question/Comment: Selling
21:58:32

System
Ana F. has joined this session!
21:58:32

System
Connected with Ana F.
21:58:37

Ana F.
Hello and welcome to eBay Motors Live Chat! My name is Ana. If you're a registered member, may I please start by having you confirm your User ID and first name?
21:58:44

carl.myhill ID: carl.myhill
21:58:46

carl.myhill name: carl
21:58:53

carl.myhill
item: 250126280587
21:59:01

Ana F.
One moment please while I look into this for you.
21:59:21

Ana F.
Is this regarding the 2001 Chevrolet : Tracker?
21:59:26

carl.myhill
i hit the 'promote' button tonigth and spent $29 to "promote" my item
21:59:29

carl.myhill
yes a tracker
21:59:33

carl.myhill
the end result
21:59:38

carl.myhill
the listing has disappeared
21:59:45

carl.myhill
how is this promoting an item?
22:00:00

carl.myhill
it's only listed for 3 days and now it has been unviewable for one of those evenings
22:00:47
carl.myhill

hello?
22:00:52

Ana F.
It’s also important to note that revising a listing may start the clock over on a listing that is not immediately indexed. This can add to the time the item is not visible via Search.
22:01:05

carl.myhill
yes i was told before that it might take an hour
22:01:11

carl.myhill
that was over an hour ago
22:01:14

carl.myhill
so what is happening
22:01:15

carl.myhill
?
22:01:22

Ana F.
Please wait for your item to be searchable on the site. This usually takes a few hours only up to a maximum of 8 hours before your listing will be searchable in the category you chose.
22:01:35

carl.myhill
how is that "promoting" something?!
22:01:46

carl.myhill
that is demoting it
22:02:00

carl.myhill
it has cost me $29 to REMOVE my listing
22:02:02

carl.myhill
great
22:02:17

Ana F.
I sincerely apologize for the inconvenience. The site ensures that your vehicle will index properly on the site.
22:02:38

carl.myhill
i'm not talking about whether it indexes properly
22:02:55

carl.myhill
it has disappeared for a critical evening within a 3 day selling window
22:03:20

carl.myhill
if i knew it would disappear for hours i would not have spent $29 on a "promotion" opportunity
22:03:31

Ana F.
I understand. We run updates on the site every day. But sometimes there is a slight delay between the time the information is entered and its appearance, especially at peak listing times.
22:03:53

carl.myhill
yes thanks for the standard paragraph, i am getting the idea
22:04:00

carl.myhill
not impressed
22:04:53

Ana F.
It will undergo indexing in our system. Don't you worry, I'll personally monitor your listing so that it will post the soonest possible time.
22:05:01

carl.myhill
in internet time i would think "slight delay" means a few minutes not 8 hours
22:05:27

carl.myhill
can you give me an idea of how long it will take?
22:05:53

Ana F.
These listings may not be viewable for several hours. Unfortunately, it’s not possible for us to give a number of hours, because this will depend on the specific criteria for each effected listing.
22:06:03

Ana F.
Please wait up to maximum of 8 hours.
22:06:36

carl.myhill
did it explain that in some of the "promotion" smallprint?
22:07:08
carl.myhill
you do see that with a 3 day listing this is very bad news indeed and very poor customer service (just pick a standard paragraph)

22:08:13 Ana F.
It needs to update on the site. That could explain why you haven't seen your listing in your search results.
22:08:32

carl.myhill
you do see that with a 3 day listing this is very bad news indeed and very poor customer service (just pick a standard paragraph)
22:08:59

Ana F.
I do understand your frustrations. Given the same concern, I would felt the same way if I’m on your shoes.
22:09:03

Ana F.
Just wait a bit more.
22:09:25

carl.myhill
Thanks
22:09:38

Ana F.
You're more than welcome. Thank you for your patience and understanding.
22:09:38

Ana F.
I apologize for the inconvenience.
22:09:43

carl.myhill
I could probably get this chat on the internet faster than the listing appears
22:09:48

carl.myhill
Let me try that

1 Comments:

Blogger Chris said...

Dammit. I wish I had seen your blog entry BEFORE I wasted my money on eBay's useless "promote" "feature". I just promoted my eBay 3-day auction with the same results...although it "only" cost me $19.95 to have my item disappear for several hours during a peak selling time. I opted for "Featured Plus!" and essentially got "Delisted For Extra $$$!!". What a f^#&ing crock of s#!t.

So when an eBay pays more to try to get their listing to show up more prominently in the search results, they get SCREWED and it disappears for hours. Brilliant. Next time I'm using Craig's List...

4:57 PM  

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