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PayPal CEO writes personal response

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Re: PayPal CEO writes personal response

#151
post #66
post #8

Step one for PayPal would be to always provide a reason when they take action, for all users. Every bad experience I have had with PayPal began with them doing something negative, and never explaining why they did it. I have had methods of payment locked out, I have had funds not released, I have been told I could not make an instant payment, and not once was I given a reason why.

Try asking your regular bank how their fraud detection works, or your insurance company, or the secret service. Basically if you work in fraud detection (or broadly any kind of crime detection) you keep your techniques secret because otherwise you're helping the criminals avoid you. Look at the source code for Reddit or Hacker News, notice how in the publicly released codebases they've both chosen specifically not to…

+1

Also don't want to help competing services.

Another data point - spammers used to check their work against spam assassin, fine tuning them.

Another data point - leaked password databases are a source of heuristics for generating word lists.

Re: PayPal CEO writes personal response

#152
Nice gesture, but how many people are going to have the same reach in their complaints? It would be nitpicking to say the email fails the corporate sociopath-speak test with 'leverage the issues', but what irks me is asking for the help of someone your company has just offended. The frame of mind of a non-sociopath would be to say 'how can I help earn back your trust?'.

I've given up on PayPal for my meagre needs, but anyone with real money on the line should beat a path from them until their actions truly speak louder than their words. Speaking of words, I noticed a TOS update from them but haven't read it yet, so if they have taken positive steps then add grains of salt to this comment, to taste.

Re: PayPal CEO writes personal response

#153
post #141

This isn't special... Yet. What happened here can happen even in the most dysfunctional customer service paradigms. A promblem randomly and luckily escalated from the people who can't do anything about the problem to the people who (generally speaking) won't do anything about the problem. As a lucky break, the person/department who generally won't do anything, decided in their mercy to do something this one time. IMH…

No, not a PR stunt. As a new CEO in an organization, it is difficult to get access to the kind of data and examples you need in order to create change throughout the organization. I've seen this first-hand advising new CEOs on their first 100-days as a consultant (before I started my startup). Good new CEOs will often try to find customer stories which capture the specific problems they're trying to fix, and use thos…

Not tilting at windmills so much as a 'fool me once' wariness. But you're right, good leaders seek out customer stories in their own words and try to start conversations with those customers so they can hear the good and bad from the source. Otherwise it's all filtered by people trying to cover their butts.

Re: PayPal CEO writes personal response

#154
post #74

Earlier quoted context omitted.

Not to mention that any changes they make have to be proven not to expose them to the banking laws that they've been assiduously avoiding, and that would provide the kinds of protections that the general population expects.

They can't escape these laws on Australia as they are a financial depository institution regulated by APRA. Should they try to deny an Australuan their money like this, they will be in a world of pain.

Hey, I'm an Aussie using PayPal and this is the first time I've heard of this. Where can I go to read more?

Re: PayPal CEO writes personal response

#155

Earlier quoted context omitted.

> Maybe that is their way of looking into systematic issues... If true, they are doomed! New leadership is the Hail Mary toss, not the way you solve problems.

It worked for Apple

Yes, that was a Hail Mary toss that worked. The question is, is the new guy of Steve Jobs caliber, or is it a shyster who can only sell himself as such? (I hope he is.)

The new guy is the desperation move, not the way an organization should solve problems on a regular basis.

Re: PayPal CEO writes personal response

#156

Earlier quoted context omitted.

"it's the smooth-talking-but-not-that-bright individuals who do well, and any smart employees who perceive the real problems the company is in find themselves a part of an outcast fringe." Extremely well said and sadly often true.

Yeah at the wrong companies it does definitely. You can bullshit your way in/out of anything, especially in big companies. Just find another job if that happens; if you are really smart and competent, there will be no problem finding something which does fit. Don't stick with elbowing morons, ever.

^^ Well said, my friend. Well said.

Re: PayPal CEO writes personal response

#157

This isn't special... Yet. What happened here can happen even in the most dysfunctional customer service paradigms. A promblem randomly and luckily escalated from the people who can't do anything about the problem to the people who (generally speaking) won't do anything about the problem. As a lucky break, the person/department who generally won't do anything, decided in their mercy to do something this one time. IMH…

It is special that the CEO responded AND put his reputation on the line by saying he was going to fix this. If he doesn't fix the problem, in a few months he's going to be inundated with blog posts saying "David Marcus promised this would be fixed and it isn't". So he's set himself a very public (and difficult) challenge, and I respect that.

To be fair, the CEO didn't publicize his response -- the customer did. But the cat's out of the bag as a result.

Re: PayPal CEO writes personal response

#158
post #128

Earlier quoted context omitted.

Practically every major company has a corporate/CEO escalations department that tries to put out fires that their typical customer service path fails to fix. This isn't a novel approach. PayPal has a notoriously bad customer service reputation. It's going to take more than a typical CEO apology letter to really fix the issues that are embedded within how PayPal operates. The fact that a CEO has to issue such a letter…

Executive escalation departments are not the CEO. I served some time in customer experience before going into quality and then PM. UE and CE are very important to me. This letter does not have the ring of a typical escalation path. Either he discovered the issue on his own or someone else within PayPal escalated it to his attention. Either is a good sign. The former path indicates a CEO who is actively listening to u…

No one should be getting kudos or promotion over recognizing an internet shitstorm because people A) didn't do their jobs or B) did their jobs as usual which caused said shitstorm.

It's like a bully saying he's sorry only when your bigger brother shows up to defend you.

Re: PayPal CEO writes personal response

#159
Reminds me of the proverb "do good nd cast into the river". If you want the world to know about it I would simply consider it a PR stunt. Maybe the Paypal CEO had a positive intent and the Marketing team / PR team wanted to brag about it to the entire world. That's how the corporate world is though!

Re: PayPal CEO writes personal response

#160
post #84

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…

The skepticism about PayPal is well founded. PayPal has rightfully earned a reputation of imposing arbitrary decisions on account holders. Maybe if PayPal was more transparent and actually provided some semblance of customer service their decisions would appear more fair. While its nice that the CEO has personally responded this actually shows a far greater dysfunction. Why should it take escalating all the way up to…

Yes did you miss the part that they brought in a new CEO to bring change. Lets just blame everything thats happened in the past on a guy who wasn't even on the job. Blaming mistakes on lack of resources is a little naive.
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