We’re getting close to launching our Import Costumes web site which is integrated with PayPal’s Web Payments Pro.  When we set up our PayPal business account 2 months ago, we had some hiccups setting up some of their services on our account, but were told that we were good with the Web Payments Pro part which would be used to take payments over the web.  Alas, that wasn’t the case. 

When I went to test the live site, I found that our PayPal account was "not configured configured" properly.  After 20 minutes on the phone with PayPal customer service, I found out that it wasn’t even set up for Web Payments Pro.  What?!?!  So now I can’t take payments after being told during setup that we would have no problem doing so.

What has ensued over the last week is complete madness.  Ten plus hours on the phone with various customer service reps (sometimes late at night here on the east coast).  Misinformation, lack of information, long hold times, and general disinterest in getting my issue resolved.  I’ve even been hung up on twice (the last time 10 minutes before I started this post).  We’re finally getting close to the end of the whole ordeal, only to find out we can’t have our issue expedited or even talk to someone about making sure they have exactly what they need.  Its a complete wait and see while throwing darts at a board with PayPal.  Hopefully we can get this resolved soon so we can start taking orders.  That being said, I have some suggestions for PayPal:

1. Every customer issue should be given a Case Number.  Its such a waste of time to re-explain your problem to different customer service agents.  With an Case Number, ANY customer service agent can look it up and read what has already transpired (see Apple‘s customer service system).
2. PayPal has a cool fax system where you can send them secure faxes with a barcode on them.  It kind of stinks that it allegedly takes up to 24 hours for the fax to hit the system, but when it does, it’d be nice to know it has been received.  The last set of documents I sent them have apparently been received and are under review, but I had no idea until I called, got transfered 3 times, put on hold, then hung up on.  This brings me to the next point…
3. Train your customer service people properly to know where to transfer calls to.  Its annoying to go from a support agent when you have an account issue only to find yourself talking to someone in sales.
4. Have the decency to not hang up on your customers.  If its your phone system’s fault, fix it.
5. PayPal needs to remember that the only reason they make money is because their customers make money.  If you have someone calling in stating that they can’t make money because of their issue, there needs to be some way of expediting their issue to get it taken care of.  Especially in the case of a business (not to knock on personal PayPal account holders who I’m sure make a lot of money on eBay).  If a business isn’t making money with their PayPal integration (i.e. losing money), PayPal is losing money too.
6. When a customer has an account setup issue, its not fair to just state that what they’re trying to do isn’t allowed and is outlined in the terms of service.  How many people actually read that stuff anyway?  Build your website with better error handling and direct the customer to steps to resolve their issue.
7. Lastly, hire friendly customer service agents.  Its a real downer, especially when you’re already frustrated, to talk to some monotonous, boring, unfriendly and unsympathetic voice on the other end of the phone (again, see Apple’s customer service as an example).

I honestly think PayPal (with its merger into eBay), has become so huge, they’ve lost sight of the prize.  Happy customers.  I’m sure there are plenty of them out there, but right now, I’m not one of them.