I would be more hopeful that they would buy up zendesk or some sort of actually useful support competency. I really think the amazingly poor phone support on things when they go squishy from Paypal is holding it back big time.
All my experiences with PayPal's phone support have been fantastic, from handling ridiculous disputes from crazy customers, to getting information about services, to updating tax info for the 1099-K stuff. Given we only see maybe a dozen major 'PayPal fail' stories a year with 200+ million accounts, their record seems pretty good. Even the famous PayPalSucks forum attracts a handful of threads a month.
IOW, I think they're better than most people give them credit for, and above average among all the big corps whose support I've had to use.
>All my experiences with PayPal's phone support have been fantastic
Give me the elite support phone number you've been using. Every time I've called, I get:
* Someone who speaks broken english
* Who can't actually do anything with any of my problems
* And can 9 times out of 10 not pull up my account. Their backend is apparently made out of spit and duct tape.
Seriously. I got a Paypal nastygram saying my account was going to be limited (despite not having any activity for OVER A YEAR), which was then mysteriously lifted 6 months later, again for no real reason, and CS was utterly useless in explaining WTF.
<mode="rant" intensity="120%">
Fuck these opaque, non-overrideable "risk algorithms". The least you bastards could do is explain to me why you limited my account. And don't tell me I'm a 'risk' either, assholes. I've had an account with you in good standing for over 10 years, stop treating me like i'm some random you've never dealt with, put your fingers on the keyboard, and remove these idiotic limits. Pricks.
Never understood this complaint. I think you meant the second point rather than the first one really - you get the wrong broken-English speaking people. For some time I was the person who could actually do something about problems, but the support team was staffed by 100% British people. And believe me, my spoken English was very broken.
Because when you have an issue, moreso an urgent one, the last thing you want to be doing is repeating yourself and asking the other guy to repeat themselves many times. Misunderstandings at that level could at the very least lose you access to your account.
There's a reason I've taken to using TTY service to deal with companies where ever possible, it completely eliminates that ambiguity.
