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PayPal CEO writes personal response

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Re: PayPal CEO writes personal response

#21

Post by mcherm »

Here is what I would do... I would take him up on his offer (personal attention from the CEO? Sure!), but I would ask him whether he'd be willing to pick 3 or 4 other customers who had _NOT_ written an article which had gone viral and offer THEM the same deal.

I want this to be true. I want PayPal to believe that this behavior is harmful to their business and to push (at ALL levels of the company) to change how they treat their customers. But I won't give them the benefit of the doubt based on one message from the CEO. They burned their second chances long ago, and it's much harder to regain my trust after losing it. I hope that they do.

Re: PayPal CEO writes personal response

#22

Post by coryl »

Perhaps one of the reasons PayPal is being more service conscious is they finally have competition encroaching on their territory like Stripe + Square.

I guess its never too late to stop sucking though.

Re: PayPal CEO writes personal response

#23

Post by asarazan »

wging wrote: post #20
sync wrote: post #15

Earlier quoted context omitted.

It says right there: "I'm driving a lot of changes at PayPal (I took over 5 months ago)"

But 5 months is a long time. Why only now? Surely there have been high-profile cases whose media frenzies can be capitalized on before now.

I think you're both underestimating how long it takes to really get settled in and take charge of a huge corporation, as well as overestimating just how long 5 months really is.

Seems like about the right amount of time for him to start really kicking things into high gear imo.

Re: PayPal CEO writes personal response

#25

Post by joshAg »

wging wrote: post #20
sync wrote: post #15

Earlier quoted context omitted.

It says right there: "I'm driving a lot of changes at PayPal (I took over 5 months ago)"

But 5 months is a long time. Why only now? Surely there have been high-profile cases whose media frenzies can be capitalized on before now.

If I had to guess, I'd say because it took the ceo a few months to see how things are currently done and identify problems. The rest of the time I guess would be waiting for the right case to come along.

Re: PayPal CEO writes personal response

#26

Post by j79 »

wging wrote: post #20
sync wrote: post #15

Earlier quoted context omitted.

It says right there: "I'm driving a lot of changes at PayPal (I took over 5 months ago)"

But 5 months is a long time. Why only now? Surely there have been high-profile cases whose media frenzies can be capitalized on before now.

Five months may seem like a long time, but trying to fix something that's pretty broken probably requires a bit of time to understand just what the hell you're trying to fix.

Re: PayPal CEO writes personal response

#27

Post by jseliger »

runako wrote: post #11

Requiring personal supervision from an executive to withdraw funds is a negative against PayPal, because the president isn't going to personally supervise every account). It's good that this executive (President, not the CEO as indicated in the title) is taking initiative to fix things at PayPal. But until things are fixed, PayPal is still a business risk.

Requiring personal supervision from an executive to withdraw funds is a negative against PayPal, because the president isn't going to personally supervise every account).

True, but as you note in the second paragraph, this is still a major improvement. I stopped using Paypal a long time ago because of an utterly typical story: https://jseliger.wordpress.com/2011/12/09/december-2011-link... and have been encouraging other people not to use Paypal ever since.

It's almost impossible for Paypal to be worse than it is, and it might even get better.

Re: PayPal CEO writes personal response

#28

Post by diego »

wging wrote: post #20
sync wrote: post #15

Earlier quoted context omitted.

It says right there: "I'm driving a lot of changes at PayPal (I took over 5 months ago)"

But 5 months is a long time. Why only now? Surely there have been high-profile cases whose media frenzies can be capitalized on before now.

Not for the CEO of a big company like that. 5 months is barely enough to get the lay of the land. The press may have you believe otherwise (e.g. Marissa Mayer is changing Yahoo overnight). It's a more interesting story than "she's slowly getting to know how things work while trying to fix the most obvious and visible disasters."

Re: PayPal CEO writes personal response

#29

Post by philhippus »

Credit where it's due: out of all the hundreds of Paypal horror stories, this is the first time I have ever seen a reasonable, let alone personable, response come from that nebulous digital beast.

Fair play to the new CEO, he has won back one notch of respect and hopefully averted the slow motion train wreck that had probably already started at Paypal.

Re: PayPal CEO writes personal response

#30

Post by sw007 »

UnoriginalGuy wrote: post #13

Why now? Why with this story? I've been reading similar complaints to that for years. Some of which were far worse in my view (i.e. taking money out of banks to repay people who weren't even seeking a refund because PayPal changed its mind about someone's product or service). Why does PayPal suddenly care? Is it because there is viable competition now?

Classic case of someone who just can't win whatever he does. People have been crying out for PayPal to change - he notices this, he emails the guy with a first class email but still gets criticised. Criticise him if he doesn't act, don't criticise the guy for being big enough to say 'hey, we have a problem, I want to fix it' - that should be applauded, even if it's come later than people would have liked - at least it has come.
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