I've had a problem with eBay. In short I was given incorrect advice by their email support team. I acted on the advice and got a series of sellers charges that I would not have got if the advice I was given was correct.
I requested a cancelation the day after the listings went live, and then went into an email dialogue about who was right and wrong.
The listings ended and the invoice came. I didn't pay as I was still not happy, I then got payment reminders, and another set of email dialogues.
Basically I was expressing my concerns via email and I soon started to realise that my replies from Keith, Kevin, Kyle, William...and Hal were not real!!
The email replies with lines such as "We look forward to receiving your reply and helping you in any way that we can" are automated, based on keywords found in my email.
Now I have paid a hell of a lot of listings fees and generated lots of business for eBay over the seven years as an eBay customer. Yet customer support is resigned to a robot, and try if you can to find a way around this.
To me this emphasises what brilliant service we offer our members, both e2 and non paying, despite having a tiny team compared with eBay. Every single email that is submitted to us is actioned and replied to where necessary. David and Richard give personal support to members having trouble with their log in, site navigation, photo resizing etc.
eBay are not alone...more and more companies are taking on the automated route as dealing with customers and their questions seems to be coming less important.