There was a story in Venture Beat yesterday about new Paypal president David Marcus and the owner of Build Conference.
The owner of Build Conference, had $62,000 in funds locked down by Paypal. What happened next is what many domainers and webmasters know all too well, he tried customer service and then went to Twitter.
The new president then got personally involved,
Andy — the team will reach out between now and Monday, and they will lift all holds/limitations, and release all of your funds. If anything, please know that I’m not going to use your story to radically change how we deal with holds, and communicate with our customers. I’m driving a lot of changes at PayPal (I took over 5 months ago), and I hope that over time we will earn your turst again. Not with words, but with delightful products, and amazing service.
If you believe in this, I’d like to enroll you to help me out. I’d like you to keep accepting PayPal for payments, and now that you have a direct channel with me, give me feedback so I can get it directly from the outside. If you accept to do this (I would completely understand if by now you wouldn’t want to deal with PayPal ever again), you have my commitment that I’ll look after you account personally, and ensure this will never happen to you again. Again — would completely understand if you didn’t want to do this. I’m just trying to leverage the issues you went through to radically change our approach, and fix this for all of our customers for good.
Please confirm when you have access to your funds again so I know you’re good on that front. And again, don’t hesitate to contact me anytime. You now have my mobile number.
Have a great weekend.
Sent from my iPad
Now that is great Mr. Marcus stepped in to help someone out, but it leaves a lot more questions than answers.
Why won't he use this account holder as an example to change how they handle account holds ?
Why this case Mr. Marcus ? There are plenty of Paypal account holders with unpleasant stories about holds and bad customer service.
When is Paypal going to have a comprehensive plan to deal with intangible items ? Paypal makes a lot of money off the domain industry. In 2012, Paypal should be able to have some plan for dealing with intangible items. The fact that a domain can be pushed and the buyer do a chargeback and get the domain and money is a joke.
I commend Mr. Marcus for stepping in and hope he gets the whole Paypal customer service department to start taking more time and finding new ways to solve customer problems.