Olivia It certainly is commendable that you will make sure that the customer service rep Dra gets this feedback and that swdc joined the community. However, I feel an important underlying message swdc's posting, one that is shared by many PayPal users in countless postings, has been ignored. "...After numerous calls and transfers between different reps, Dra was the first to take the time to patiently listen to me about a case I was appealing..." Having one good rep is certainly an asset to a company and should be properly noted but what about all of swdc's numerous calls and transfers until he found that one capable rep? How many people did swdc speak to until he/she found that one? 5? 10? How many hours did swdc waste on the phone with all the previous ineffective agents? Needless to say it is costly for PayPal and frustrating for its users. The fact that PayPal has some very effective reps is undeniable. However, in my opinion, these capable reps make up a small minority of the overall customer service experience and this sentiment is shared by many users. To ignore it is a mistake. S ------------------------------------------------------------------------------------------------------------------------------------------------------------ @PayPal_Olivia wrote: Hi swdc, and welcome to the Community! Thank you very much for coming here to share your experience! I'll make sure that this feedback finds its way back to the representative, too. Olivia Dra ROCKS! (ID 41946, resolution center rep/supervisor) Jan-20-2012 10:12 AM Kudos to Dra (ID 41946) in the PayPal Dispute Resolution Department! After numerous calls and transfers between different reps, Dra was the first to take the time to patiently listen to me about a case I was appealing. He carefully looked through the case notes and we came to a positive solution about a selling dispute I had on eBay. It seems customer service reps at big companies often give callers the run-around; I think sometimes it is because they don't take the time to listen, just don't care, don't understand, are improperly trained, or, due to the constraints and policies they work under, are unable to really help. This results in inadequate service to which customers are entitled. It is usually a very frustrating and tedious task to work through a problem with company but not this time! Dra Rocks! Item # 150714123533
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