BidOrBuy (and the idiots that run it)

Rouxenator said:
Unlikely, I have come a long way with them.
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And you are so close to getting that big, shiny rating star :)

I have followed up earlier on and OP was very well within his right to be upset. The ticket arrived on the 1st and was only answered on the 9th which is not acceptable according to our internal SLAs. We have started allocating more staff to deal with CommunityWatch tickets (i.e. users reporting issues with products listed) to deal with the increase in tickets more efficiently. Unfortunately some of the new staff dealing with those type of tickets are still on training and will hopefully soon be in a position to deal with these type of queries more proficiently.

The complaint was the result of a training- and process-issue and this has been addressed with our ops manager and staff will undergo further training until we get this 100% right.

@Sonic2K (without trying to derail this thread too much): Any open marketplace will attract "opportunists", but I think we have made considerable changes and improvements (such as buyer protection, withholding funds from new sellers until stock ships) on our platform to safeguard buyers and sellers.

I do believe that we take the necessary action and get involved if a transaction does not go the way it should, but also remember, that such mediation between buyer and seller is not very easy (i.e. we have cases were buyers buy a original product from a seller, then swop it out with a knock-off, then file a complaint and expect the seller to give a full refund). We also actively work with suppliers, SAPS and CCU and have assisted them in the last couple of months with a number of sting operations. Our marketplace has a unique value proposition offering products in verticals no-one else does (collectibles, antiques, coins, stamps etc) and we have many successful seller who have turned to bidorbuy as their main income.

In any case, despite the mediocre experience OP had, I think we managed to correct our internal processes and expect that customer care agents are now better equipped to deal with such requests in future.
 
just speed up your ridiculous snc procedure...bob should be making enough moola without holding onto these funds. allocate more staff to this - up to 3 weeks is pathetic
 
DTBA said:
While I agree bob has their faults. I have gotten so many products from bob that I would never have been able to get around here on any other online shop
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^^This, in 2013 got a amd atlon x2 245 brand new R45.
 
lived666 said:
just speed up your ridiculous snc procedure...bob should be making enough moola without holding onto these funds. allocate more staff to this - up to 3 weeks is pathetic
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The SNC procedure is at the heart of what is wrong with BoB. It punishes the buyer, while the scammer aka seller, can continue to ply their "trade"
As for taking three weeks to resolve this, that is just pathetically bad "customer service"

I still won't use them. I would rather use Carbonite, and put up with their bullshyte and treating all new people as scammers. Not even if Mr. Magic-whatever paid me a bar to use his site, I would pass at the opportunity.
 
I get what you are saying, and yes it is true, but I have a lekker diktril rating on BoB so I guess I'll keep on using it.
 
Sonic2k said:
The SNC procedure is at the heart of what is wrong with BoB. It punishes the buyer, while the scammer aka seller, can continue to ply their "trade"
As for taking three weeks to resolve this, that is just pathetically bad "customer service"

I still won't use them. I would rather use Carbonite, and put up with their bullshyte and treating all new people as scammers. Not even if Mr. Magic-whatever paid me a bar to use his site, I would pass at the opportunity.
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Maybe there is a misunderstanding of how SNC (= Sale Not Complete) works. The SNC-process is aimed at the seller who wants to get their fees returned when a transaction is not concluded (more info here).

A seller can file the SNC only after 7 days from when the order is placed - this time-frame is necessary to give the buyer time for payment and in most cases sellers file SNC due to non-payment from a buyer. Once a seller has filed the SNC, the system contacts the buyer and the buyer then has 7 days to respond - there are sometimes cases where a buyer forgot to pay and will then do so after receiving the reminder. If the buyer does not respond, bidorbuy will process the SNC request and refund fees to the seller.

Where things get complicated is, if the buyer appeals the seller's SNC request or if the buyer still has intention to pay as our customer care agents will then get involved to mediate the SNC. We take action against sellers with high SNC rates and we equally take action against buyers sabotaging sellers (i.e. bidding/purchasing products without intention to pay).

I am not sure how the SNC process can punish the buyer and we think that the up-to-three-week turnaround time for a SNC is reasonable considering what is involved (it is no different than what you will have to do if you appeal a credit card transaction - the issuing bank will also forward the claim to the merchant and it will take 4-8 weeks to process).

In any case, we do offer Buyer Protection (http://www.bidorbuy.co.za/content/23/Buyer_Protection_Programme.html) and buyers have the ability to recover money spent (either with our assistance directly from the seller or indirectly via buyer protection).
 
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