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PayPal CEO writes personal response

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Re: PayPal CEO writes personal response

#112

Post by crag »

ivanstojic wrote: post #93
teaneedz wrote: post #87

Earlier quoted context omitted.

Well put ... PayPal has some housecleaning to do but here is someone that appears to be listening ... listening in a big way. I give PayPal credit for this response. Rather than being cynical, I'm happier giving credit to someone who wants to make things better. Mr. Marcus - some of us appreciate your efforts here.

You are forgetting one thing that was previously stated in the comments: this isn't Paypal responding through their normal support channels. This is a fire-fighting attempt from the CEO of a company that snubbed the people they should live off of, prompted by a bigger than average shitstorm created by their persistent crappy handling of accounts. Think of it this way: suppose Mercedes went around, burning the cars it…

He (the CEO) didn't have to respond at all. But he did. How 'bout we all give him the benefit of the doubt.

Re: PayPal CEO writes personal response

#113

Post by protomyth »

ivanstojic wrote: post #95
lancewiggs wrote: post #81

Earlier quoted context omitted.

I suspect no PR involved here - that email is repetitive, not polished, and feels like a new CEO trying to do the right thing and light a fire.

In this case, I'd suspect that lighting the fire should be the first step to burning most of the customer relations department. I'll trust Paypal when I feel the smell of burning corpses from their offices.

I would rather they fire anyone who thinks the profit they have made off interest from frozen accounts is a good thing. It is just as despicable as car companies making money off their service center.

I would really like them to make a policy change that any money collected in interest off frozen accounts is given to the account holder after the freeze.

Re: PayPal CEO writes personal response

#115

Post by lobster45 »

Back in 2006 someone hacked my paypal account and used my credit card that was attached to paypal to purchase a few ipods. The criminal had them sent to their home address. They also changed my paypal password so I was not able to login. I contacted paypal support and they were absolutely not willing to help even. It was terrible customer service. I have never used paypal since.

Re: PayPal CEO writes personal response

#116

Post by damian2000 »

angryasian wrote: post #82

The level of discourse on HN lately is absurd. Here is a new CEO that appears to be looking to change things for the positive, yet everyone wants to be cynical and doubting. Yet when startups have major f* ups, the conversation is much different. Lets all admit change is slow and that paypal is still one of the more trusted payment solutions accepted globally. It would be nice to be able to use them in the future wit…

I think its good that a CEO steps up and reaches out to customers, but many people have had bad experiences with funds being frozen on PayPal along with their terrible phone support, and things like that never get forgotten. I get the impression that addressing fraud on PayPal's global scale is very hard. But they could make things a little more bearable by training their phone support people to be at least a little more polite and customer-oriented.

Re: PayPal CEO writes personal response

#117

Post by lostlogin »

angryasian wrote: post #82

The level of discourse on HN lately is absurd. Here is a new CEO that appears to be looking to change things for the positive, yet everyone wants to be cynical and doubting. Yet when startups have major f* ups, the conversation is much different. Lets all admit change is slow and that paypal is still one of the more trusted payment solutions accepted globally. It would be nice to be able to use them in the future wit…

First off, I agree. However there is a difference between a new player tripping at a hurdle and an old hand making the same mistake. There is an expectation (by me at least) that tricky situations have been encountered by large organisations before, and that a combination of institutional knowledge and good systems prevent problems escalating. New businesses deserve (I think) a little more leeway.
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