I've watched long enough, time to chime in...
1. Answer the phone!! I've only once gotten through to a customer service rep in less the 15 minutes. Stop lying to me every 30 seconds about how important my call is; it obviously is NOT important or GL'ed have enough staff to answer the phone.
2. Return a call. I've long since lost count of the number of times I've been promised a return call from GL's home office. I've never gotten one. The field folks are uniformly great at returning calls.
3. Return an email. The only time I've gotten a "real" reply email, as opposed to an automated one, was when I got an "EUC needs revision" email for an auction that was closed less than two days and for which I hadn't yet sent the EUC! The rep replied with an "well, you need to fill out the attached form" email.
4. Keep your hands off my money until you're ready to let me take possession! I've never had or heard of any company charging a customer this way. The only time I've ever had a company charge me at the time I placed an order was for "special order" items, like custom windows.
4. Competent descriptions. Right now there are Mobile Kitchen Trailers on the site with picture of the exterior but with no pictures of the contents , or lack of contents. It's the contents that make the darn thing worth real money! The useless practice of spouting the full description of an item from a NSN catalog needs to stop. If the folks charged with getting "top dollar" for these items of public property know or care so little about them-fire them or train and motivate them.
5. Hire enough competent people to handle EUCs in a timely manner. My typical wait, in house at GL, before a EUC is reviewed is 4-6 days. My account is currently suspended due to an EUC sitting at GL for 6 days before Brandi Guerrero reviewed it. I was sent an email giving me 1 day to correct it (During the Gilbert show). How come I get hammered for not responding within one day to something GL couldn't get around to in six days? Sales close every week. The lame excuse of "we're really busy" dosen't cut it. Hire the people to handle the workload.
6. Get a fair timely and respectful dispute process. I faxed (as instructed) a dispute on Monday, followed up early yesterday with a detailed email and haven't heard a word, not even the normal canned email receipt message. So much for the GL Customer No Service department.
Enough for now....