Using eBay to buy or sell Ducati parts

[MarcP]

This is what they call “a cautionary tale.”

Six months ago eBay notified me that somebody had improperly accessed my account. Someone had gotten into my account and posted a fraudulent listing. I suppose they planned to direct payment to them rather than me, although it appears that they also attempted to get into my PayPal account (also owned by eBay).

I had a difficult time getting information from eBay about the security breach. EBay does not take phone calls about these situations. There are no support telephone numbers, or security telephone numbers. Their only access is through an online chat function. Day after day I would try to get through on the chat function but I always got the message "At this time we are currently experiencing higher volumes than normal and a longer wait time is expected. Please be patient and the next available representative will be assisting you as soon as possible."

Clearly eBay has major security problems. I finally found a place to email them about the problem. Over the next month nearly 60 emails went back and forth. Through all of that I got no information from them, not what day my account was accessed. The eBay personnel simply stonewalled and avoided the questions. It was a truly magnificent bureaucratic performance.

So I gave up on eBay. I just stopped using them. A week ago I needed a computer part for a laptop (my CD drive died) and thought the best place to buy one would be on eBay. I logged in and took a look. The next day I received an email from that my account had been improperly accessed.

The email directed me to eBay's chat function. Again I received the message that they were too busy. After a week I finally got through today. After a long chat exchange with both a customer service representative and a supervisor this is what I've learned.

EBay's general policy on security breaches is to provide no information whatsoever to the user. EBay will not assist the user in an investigation on the source or cause of the breach. EBay claims that it will only provide information to law enforcement agencies, but it does not actually initiate an investigation. As a result there is no investigation of an eBay security breach. EBay suggests that the user can contact law enforcement to initiate a law enforcement investigate the problem.

EBay expects users to be thankful that their account access is restored. EBay can provide no evidence that it takes any steps to prevent the security breach from happening again.

All of the above policy statements I can back up in writing as confirmed by the eBay supervisor who calls himself Jerold.

I can hear the chuckles out there as all of you think about the prospect of going to the FBI and telling them that there was a security breach on eBay but you have no idea who did it, or how, or what day it happened, but that it happened six months ago and you want them to investigate. Note this is not in the jurisdiction of your local police unless you live in the same town as eBay.

The moral of this story is that eBay apparently has gotten too big for them to manage. They are making no attempt to police fraud and making no attempt to investigate fraud. Everyone knows that we use eBay at our own risk. However for the amount of money that Ducati bikes and parts cost our transactions are far beyond any eBay or PayPal guarantee amount. If something goes wrong you can not expect any assistance from eBay.

Marc

[Synergy]

I have used Ebay for years with zero problems. I dont click any link that I get in a e-mail from Ebay or Paypal. Since most e-mail is fraud and the links take you to a site that is not true ebay or Paypal and the ruse is to gain access to your personal info. I have recieved many e-mails from ebay and paypal saying important account info changes, etc, etc and when I logged onto the ebay or paypal site my account never asked me to update or change anything in my account.

Like anything in todays society, there is fraud everywhere. You just have to be aware of it and take precautions.

[harleyjohn45]

marc: i have had success contacting the head man at ebay.

cobb, on behalf of bill
billcobb@ebay.com

i have written him twice and someone has contacted me both times. and i got good information.
for deadbeats, square trade on ebay works pretty good.

if you worry, always use paypal, visa will back out charges for merchandise not recieved. of course if you are lying they will add the charges back to your bill. i think thats fair.

i buy a lot of bike parts on ebay so i really need it. also never answer any email recieved in your inbox from ebay. its not from ebay. go to myebay and get your messages there. actually ebay dealings is a pain in the ass, but stuff i need is there.

[MarcP]

Thanks for bringing up the problem about responding to emails that appear to be from eBay. I am aware of these spoof emails and never respond to them. (I don't even open them if I can figure out the contents from the header). Instead I just log on to eBay through the main address www.ebay.com and then check my account. That solves the spoofing and phishing problems.

I also do not install random software sent to me or downloaded over the Internet. I run a tight firewall and two spyware programs that are updated daily. I'm so careful I don't even run MSN, RealNetworks, or any instant messaging program.

This is what really cranks me about eBay. There is as good a chance that the problem is inside eBay that inside my computer. I know quite a bit about computers and information brokering. It's fairly easy to buy someone's social security number because there are so many companies that have it. For example, Verizon has over a thousand customer service reps. Every one of them is underpaid and a potential source for confidential information. Naturally eBay claims that it could not possibly have that type of problem. I'm not so sure.

[chromekid01]

I am truly sorry to hear how you have been handled in this situation with ebay, though i understand how you feel i also know that 100% of my income comes from ebay sales and as such i am on ebay everyday all day.
tell ya what i can do as i manage the ebay store for Atlanta triumph
Ducati if you see hear or want something for your duc just give me a call or email me at the shop and i will take care of the transaction for you. that way you get the ebay discounnt without having to go thru ebay..

thank you
James Hiller
Atlanta Triumph Ducati
678-904-1414

[MarcP]

You are fortunate to be a frequent seller, so maybe eBay treats you better. For the rest of us, it's too bad that eBay has gotten to such a state. Not a week goes by that there aren't multiple fraudulent listings on their site these days.

On the bright side, this is a real opportunity for someone to create an auction market for just Ducati owners. A little more policing, a few anti-fraud policies, and it wouldn't be hard to create something that would become the place for all things Duc. We could call it eBay 2.0.

[chromekid01]

Well as a Ducati Owner and avid enthusiast that just happens to work for a Duc dealer i will always offer excellant service good deals and speedy response to all my fellow duc enthusuasts.

I can't speak for ebaybut i do know how i will always handle my ducati bretheren.

[desmofetish]

IMHO, EBAY must remain as an outsider in most of the business ran through their services. I used to work for a wonderful company called iMotors.com. This was an online nationwide automotive retailer. During my experience with the small internet company I learned much about the state and federal laws that govern such businesses. As most internet businesses at the time, we were unsuccessful. You can't believe the operating cost and liability that can be avoided operating in the fashion that EBAY does. If they did not, they would not exist. Their business idea is two bring to parties together of whom wish to enter into a transaction. No more, no less. To oversee these transactions more than they do would create a great liability.

Of course, as I said, this is just my opinion.

[MarcP]

desmofetish, I appreciate your points.

Note I'm not asking eBay to oversee a transaction. Someone hacked into my account, apparently twice. I'm not asking eBay to send a bounty hunter after the perpetrator. I would like them to answer basic questions about the security breach, such as "what day did it happen"? For reasons I can't imagine eBay refuses to give any information about the breach.

I think eBay's reluctance is due to embarassment. From what little information I have it appears likely that the breach came from within eBay. Stonewalling would make sense in that situation and is consistent with their actions over the past six months. I've given eBay every opportunity to respond. Let's remember that nearly 60 emails have gone back and forth, plus a long Internet chat session.

EBay has a well-established reputation. I think most people assume, as I did, that eBay would give what information it could to assist. The point of my post was to warn users that although in most cases things will go well, if things don't go well they can expect no help from eBay.

I know I'll never solve the crime. The real question to me is whether I want to risk using eBay again. My eBay account was linked to my PayPal account. The PayPal account was also hacked, and that too is owned by eBay. The PayPal account was linked to my bank account. Is it worth the risk?

[desmofetish]

Originally Posted by MarcP

desmofetish, I appreciate your points.

Understood... and I can appreciate your frustration. I despise the lack of customer service that some companies produce. My statements about EBAY and their business model were not in any way meant to lesson your argument. Just hoped to shed some light.