Alibaba.com demonstrates how to alienate & lose customers

I sent the following email to alibaba.com the other day:

“Good morning
I signed up as a member yesterday but before I would send my first enquiry (as a buyer of products), I was locked out of my account and got the following message:
Your account is temporarily unavailable due to security reasons.
I then went online with google search and found many of your members have the same problem and were very unhappy about this issue. Have you monitored those complaints? Have you asked how your customers feel about this? Have you attempted a solution/s to fix this problem?
I am very busy and am not going to waste my time sending emails backwards and forwards about this. Please rectify my account within 24 hours or kindly remove my records from your database and I will have no further dealings with your organisation. Do not send me any further emails unless to advise me that my account has been rectified.
Thank you for your assistance with this matter”
Alibaba.com promptly replied:

“Thank you for contacting Alibaba.com. This is Chloe and I am glad to assist you.

I am sorry for the inconvenience that has caused you. This is not what Alibaba wants you to experience. You dont have to worry because I will do my best to assist you.

Please be informed that your Alibaba account, with a**k@gmail.com as the registered email address, is temporarily unavailable because of a recently completed security check.
 
The said security check is taken at random for all the members. It is regularly run by Alibaba to ensure that our website is a safe trading environment both for you and your business partners. Rest assured that this security check is strictly confidential, thus your information has not been seen and will not be seen by any third party.
 
To reactivate your account, please take below steps to submit your reactivation requests and relevant business registration information:
1. Enter your registration email address and password at  http://login.alibaba.com/ , click “Sign in”;
2. Click “Appeal for account reactivation” on the new page”
<snip>

“After that, please give our Security Team certain time to review your account information. It normally takes 5 business days to get feedback from the relevant team and they will send notification to your registered email address about your request.

I sincerely hope this information helps you to reactivate your account. Have a nice day and God Bless!

If you have further question, please reply to specify with us. Or you may visit our Help Center for Buyer or Help Center for Supplier to learn more useful information. Also, do not forget to like our  Customer Care  page on Facebook and recommend it to your friends!”   

As I indicated in my email to alibaba, many others – over a considerable period of time – have had this problem with their site. Try googling on ‘alibaba.com Your account is temporarily unavailable due to security reasons’ and you’ll see what I mean. Here is one example. The problem has even been raised on numerous occasions in alibaba.com’s own user forums, but clearly to no avail.
I don’t get it. Are they that incompetent? Are they being sneaky? Is this sheer indifference? Arrogance? If they really do need copies of passports etc to confirm identity then surely this should be requested during the process of initial registration?
I had previously heard that alibaba was a very profitable business. I can’t see how/why the way they (mis-) handle this issue is indicative of how they conduct their business generally.
It gets me how some companies spend many thousands of $$ on market research to find out what their customers want, in order to make themselves more appealing. At other times customers take their concerns direct to the business – as in this case – and the business just sits on their hands rather than tweaking their policies/procedures to address customer concerns.
Anyway I have finished with alibaba.com. The only problem now is I can’t access the “My account” section to remove my details from their database, so I have emailed them again to ask that they do so on my behalf.
Say bye-bye to another potential customer guys.

One thought on “Alibaba.com demonstrates how to alienate & lose customers”

  1. Well I had a similar problem with Aliexpress; As I anamently contested with some costumer rep of Aliexpress, with very similar introduction by the way, and so it was bout the same fishy and troubling arbitration request from Aliexpress to provide and submit additional, sensitive and very personal proof of ID to them, as if they are the US immigration asking to give away your whole life to them. It goes without saying that my experience with Ali express was more than shocking to have learned after all the other personal and sensitive info I gave them, that they still wanted even more sensitive info, which I was not going to give them at all, ie: Drivers license photo copy, credit card image front & back, copy of bank statement and/or passport photo copy (shocking)
    So this is part of the interaction I had with them and I hope this will clarify your doubts about what kind of organization you are dealong with.
    For those who think that this is normal, you must be crazy also:

    Hi,us1237079922vpxe, welcome to AliExpress.com!
    If your problem has not been resolved yet, please continue for further assistance.
    us1237079922vpxe12:44
    Why does it say that my payment can’t be processed because of security reasons?
    Our service consultant is now with you.

    Queenie_12:44
    Hello

    Queenie_12:44
    Nice to meet you.

    Queenie_12:45
    Thank you for contacting AliExpress. My name is Queenie. I appreciate the chance to assist you. May I have your name please?
    us1237079922vpxe12:45
    M Anderson

    Queenie_12:45
    Nice to meet you, M

    Queenie_12:45
    How can I assist you today?
    us1237079922vpxe12:47
    My question is that I cannot make a payment with Alipay at all, it looks like they are going out of their way not to take my payment.
    us1237079922vpxe12:47
    I am very frustrated

    Queenie_12:47
    I’m sorry for that.

    Queenie_12:47
    Are you getting any error messages?
    us1237079922vpxe12:48
    Yes

    Queenie_12:48
    What is that?
    us1237079922vpxe12:49
    For security reasons this process can not be continued.To make sure your transaction is secure, please provide us with documentation by clicking My Appeal for further verification. ISC_RS_5100102051

    Queenie_12:50
    I apologize that your payment attempt is being declined because of security issue and details is not given at present.

    Queenie_12:50
    I am afraid that this issue cannot be solved in a short time, but because of the risk reasons, we can not deal with the transaction.

    Queenie_12:50
    I’m sorry that you cannot make payment for your orders because your account has been limited for security reason. I deeply apologize for the inconvenience that has caused you.

    Queenie_12:50
    Please be advised that with the user significant growth, we will have to take stringent measures to protect the authenticity and safety of our services. Your understanding will be highly appreciated.

    Queenie_12:50
    For now since the error is due to our payment system being upgraded the purchasing is not yet available.
    us1237079922vpxe12:51
    So what is the point of all the information I gave?
    us1237079922vpxe12:52
    You cannot help?

    Queenie_12:52
    It is all in process.

    Queenie_12:52
    Please do wait for that.

    Queenie_12:52
    I will help you of course.

    Queenie_12:52
    I’m here to help you,

    Queenie_12:53
    We have a process here .

    Queenie_12:53
    I hope you understand
    us1237079922vpxe12:55
    I can see this problem spreading like wild fire across your platform, and tens of millions of potential paying costumers bailing out from Aliexpress and going else where to be treated with respect.

    Queenie_12:55
    Yes, i know that.

    Queenie_12:55
    I’m really sorry again.

    Queenie_12:56
    Please do wait , just the best thing we can do now.
    us1237079922vpxe12:57
    wait for what?
    us1237079922vpxe12:57
    I cannot buy anything from Aliexpress

    Queenie_12:58
    Please do submit an appeal for that.

    Queenie_12:58
    I apologize for this inconvenience. Unfortunately, the system found that the card cannot be used for this payment due to security reason.

    Queenie_12:58
    I would recommend submitting documents to us by sending an e-mail to security@aliexpress.com and subject will be �Verification for your Order on AliExpress.�

    Queenie_12:58
    Documents are as follows:

    Queenie_12:58
    A copy of your personal ID or passport if you used a personal credit card for the transaction; a copy of your business registration if you used a company credit card.

    Queenie_12:58
    A copy of both sides of the credit card use.

    Queenie_12:58
    A copy of the bank statement for the credit card used .

    Queenie_12:59
    In order to keep your credit card information confidential, you can cover some of your credit card number. However, please keep the last four numbers and your name clear enough.

    Queenie_12:59
    Once your credit card information is verified, you can use your card again.

    Queenie_12:59
    Normally, it will take 3-5 business days for our Order Verification Department to verity your card information after you submit the claim.
    us1237079922vpxe13:01
    I will not give anybody my ID number or photo copy of any personal ID
    us1237079922vpxe13:01
    thats very personal
    us1237079922vpxe13:02
    not to be shared with the entire world

    Queenie_13:02
    Please do not worry, your personal and financial information will be treated with confidentiality and rest assured that this information will not be shared to any third-party entity for your protection.
    us1237079922vpxe13:04
    no I do not trust Aliexpress with my personal information of that level…sorry

    Queenie_13:04
    I’m sorry to know that.

    Queenie_13:04
    That is the best way so you can go on with your payment smoothly.
    us1237079922vpxe13:05
    Wwell it looks like you are going out of your way to not let me resolve this with out sensitive and very personal information

    Queenie_13:06
    Please know that our Verification Team will be checking the documents and we will not have access to those documents for security. Since we have a dedicated team to handle similar issues, I can guarantee that this will be taken care of.
    us1237079922vpxe13:07
    So I guess Aliexpress don’t want my business.

    Queenie_13:07
    We�re hoping for your kind understanding since we are doing everything to protect our customers and our services. We appreciate your patience and I�m glad that I was able to help you today.�
    us1237079922vpxe13:08
    I will go else where…Thank you for not allowing me to buy from Aliexpress

    Queenie_13:09
    I’m sorry for that.

    Queenie_13:09
    It is a process.

    Queenie_13:09
    Hope you understand that.
    us1237079922vpxe13:09
    Yes sure, it’s called vote with my dollar

    Queenie_13:10
    What is that?
    us1237079922vpxe13:10
    I will vote for somebody else who will accept my money

    Queenie_13:10
    It’s okay.

    Queenie_13:10
    We, AliExpress respects your decision.
    us1237079922vpxe13:11
    No thats was your desicion not mine

    Queenie_13:11
    We are truly sorry.
    us1237079922vpxe13:13
    PAypal would have resolved this easily, but not Aliexpress…I will let my friends know about this

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