I just had a very strange interaction with a PayPal sales rep. I suppose I was sitting on the Website Payments Standard Pricing page for a while, so I was a prime target for a sell.
A pop-up appeared (that I failed to capture) asking me if I needed help, so I decided to say yes. I had used Apple’s Live Chat feature when purchasing my MacBook Air (wrote about it here), and I loved the experience. Both are powered by LivePerson, so I figured this could prove helpful as well.
The conversation started like this:
My initial impression was that the chat window was a little buggy. Notice how the “Agent is typing a message” is cut off. And by the way, it was always there. Even when he wasn’t typing and I was.
I left the conversation — rather, Lee the agent left me abruptly — without getting the information I needed. I was simply asking about discount pricing for non-profits. He wouldn’t send me to a webpage, wanting instead to send the info via email. And for some reason wanted my name, business name and phone number to do it. When I asked why, he backed off and split. Extremely bizarre.
I’ve pasted the entire chat below, which lasted no more than 3 minutes. Read it for yourself and let me know how you would have taken this. It’s been an hour since Lee left the chat, and I still haven’t received the information from him. Just as I was pretty sure I was going to use PayPal for my client’s website donations, this experience has left me looking for other options.
Please wait while we connect you with a sales representative.
You are now chatting with Lee. For your security, PayPal representatives never ask for your account password.
Lee: Hi this is Lee. How can I help you?
Whitney: I am trying to find pricing for non-profits
Whitney: I’d like to set up credit card donations on our website
Lee: What is the email address on your PayPal account?
Whitney: i don’t have one yet
Lee: I can email you info on setting it up and using our donation service.
Whitney: that would be great
Whitney: it’s [email protected]
Whitney: is there a webpage I can go to?
Lee: What is your name, company name, and e-mail address?
Lee: And phone #
Whitney: why do you need all of that information?
Lee: I’ll get that info over to you.
Lee: Thanks for contacting paypal
Thank you for contacting PayPal Merchant Services. If you require additional assistance, please feel free to contact us again.
You are not currently in a chat session.
- Apple Customer Support Fiasco August 27, 2009 | 36 comments
- Alan Alda falls victim to McAfee’s dreadful customer experience August 20, 2012 | 1 comments
- The Sheraton Responds! September 30, 2009 | 5 comments
- Marketing e-mails that actually help customers August 31, 2008 | 4 comments
- Get Satisfaction is now on Pleasure and Pain (and vice versa) December 11, 2008 | 1 comments