Seriously? - Change to our Community Support starting September 26, 2026
Summary: In the discussion, several participants express dissatisfaction with the changes and the decline in quality of eBay support, especially regarding the introduction of AI-powered support and the reduction of community support. Several people describe the support as inadequate and complicated, with a particular focus on language barriers and unsatisfactory responses. Concerns are shared about jobs being cut and the loss of personal contact. There is also discussion about the impact of these changes on help offerings in the forum and on eBay’s overall service quality. The desire for more reliability and individualized support is emphasized.
I find that more than a shame. It was exactly the fact that you could often get help here faster and more easily than through other channels that made the community so appealing.
The "official" eBay support keeps getting worse. The AI chat bot is the biggest pile of junk among bots. There’s nothing in it other than what you can read on the help pages anyway. The phone support has by now become a complete disaster, both linguistically and technically.
eBay is slowly but surely really no longer any fun.
*sweet-melody*
·1 week agoHello, dear ones!
I’m not shocked. Because the way things are going right now, it can
only get worse.
The Community Support Team did a great job.
Many thanks to the lovely team for that. ❤️❤️❤️Hugs to you all!
alphaeinhorn
·1 week ago · Editedebay customer "service" is really awful. 8 out of 10 employees don't understand enough German on the phone to grasp complex problems, and when you then switch to email you get pointless canned-text bullshit back and then they constantly hide behind the rules instead of helping you. My sister's new account was flagged with the claim "danger to the community" even though nothing at all had happened there except posting 8 listings. No solutions were offered, and the suggestions for solutions that came from our side were completely ignored. And now another restriction on customer service that was already miserably bad. Since the account was still so new, my sister revoked her consent to the T&Cs, then also wanted to revoke her consent to the payment processing agreements, and not even that worked. Above all, you can read on Trustpilot that this problem happens quite often; apparently the company just doesn't care. And now forum support is being cut back too. Sorry, but are you serious...
goldeifel
·1 week agoGood morning everyone,
Steffi, Miriam and Patrick are still staying here in the community, right? Or did I misunderstand something?
Pretty creepy if the only support for individual questions / problems you can contact is the “great” customer service.
As already mentioned, people often aren’t understood, and callback seems to be a problem too.
Reliability looks different.
How often have people already read that they were being “fobbed off,” or that promises made over the phone weren’t carried out. (Being brushed off with soothing phrases)
Or was customer service also restructured so that there are now really competent people working there and there’s no call center in front of it anymore?
(apart from the stupid chat bot, which you first have to get past)
Maybe the moderators’ area of work was moved there, so that they’re just no longer reachable here in the forum, but now work in customer service. That wouldn’t be made public here, because those are internal measures.
sunrise1605
·1 week agoReliability looks different.
How often has one already read that people were "fobbed off", or that verbal assurances were not followed through. (Shooing people away with calming platitudes)
Worse still!
How often have we already read here that the advice "You don't need to do anything else" was given, and then important deadlines passed to the user's detriment.
Or other false statements were made.
sunrise1605
·1 week agoIt was too good to be true.
All good things must go.
If a concern requires individual handling by eBay or insight into the personal eBay account, in future our regular customer service will be the first point of contact.
THAT is a bad joke, I tell you.
They don't even understand German there.
Really the last straw from eBay.
voli-maus
·1 week agoSome employees ? @imperial-modellbau
Hey there
mmstore74
·1 week agoJobs are being cut because, well, the rich still aren’t rich enough and need to keep stuffing their pockets more and more.
You can see it in the supermarkets, too. We have one where 6 out of 10 checkouts were removed and some “do it yourself” thing was put in instead, and that’s a huge chain with just under 800 branches. If you cut 5 positions everywhere, that’s 4000 jobs gone, x 2500 euros (gross) makes 10,000,000 euros a month that they save, and if you’re a billionaire you need that too 🤣 (just as an example)
AI and all that hocus-pocus is the worst thing you could do, in my personal opinion.
Just look at the article descriptions, some of them are now all identical because the AI spits out one block and that’s it, everything is so bad
lidor3073
·1 week ago@mmsb-gmbh
I feel the same: "Dive in...." a block of text, no specs, no possible defects, impersonal, and then they wonder when someone complains.
I avoid this eBay AI - I write texts myself with the help of Google AI, but always transparently and honestly. I find it pretty creepy when I see some of those listings - and the AI listing tool is enough to make you sick, how often I have to improve something there or adjust shipping options because they - oh oops - suddenly got messed up....
All good things must come to an end - only the sausage has two 😂 Just a little joke on the side: as someone who grew up in the analog era, all of this is no longer for me.
hasjana
·1 week ago@lidor3073
to describe an item, you don't need any AI at all - whether from eBay or google or others doesn't matter at all
I want the relevant details in the item description, brief and to the point, and no novels or flowery short text that describes something as timeless, minimalist and elegant, because that's completely unnecessary
lidor3073
·1 week agoThat’s individual.
My texts are neither novels nor too short. But they’re appealing; otherwise, according to the ratings that are visible ("accurate description"), they wouldn’t go over well and I wouldn’t sell my stuff well.
ttd4it
·1 week agoThe question is, how many jobs will be saved again as a result?
As for how support outside the community works with phone and email, I’m sure some people here have already had experiences they wouldn’t want to describe. The chat-bot is not a problem solver either.
Why not shut down the community completely?
I just hope that Steffi, Miriam and Patrick (and the others too, of course) somehow find a place within the company.
dmary56
·1 week ago@ttd4it the 3 stay, though!
ttd4it
·1 week agoI read that ...that was just a remark about the fact that you could also close the community.
2017maha
·1 week ago@ttd4it
the three eBay employees are staying here and reading.
I don't really understand that: (or the others too) somehow find a place within the company.
I don't worry about that ..
they'll either move to other departments or be placed at other companies.
They were represented here by an external company after all - external support employees. eBay will soon consist almost entirely of employees from an external company anyway.
petersmodellbahnstuebchen
·1 week agoWhere do you get your information that these are external employees? In my opinion, that's pure speculation.
rentnerhatzeit
·1 week agoIf only phone-a-friend lifelines can help you now, then good night.
mmstore74
·1 week agoI was shocked too when I read the news, really, really unfortunate 😢
Everything, but really everything, is going downhill.
lidor3073
·1 week agoShort and sweet: I guess cuts have to be made everywhere.... Even here....first the forum platform changes and now this... Such a shame!
*sweet-melody*
·1 week agoIf push comes to shove, I can also ask my crystal ball.
Or find the right path with fairy dust. Oh yes, apparently I still have
my many nicks, which I could breathe life back into. 🤔😃🤣