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eBay (Nasdaq: EBAY) said Tuesday it will begin offering members the option of paying a monthly fee for a set of software tools designed to make it easier and faster to set up auctions, although many members have already purchased the software outright.
Word of the new fee-based service, to be called eBay Auction Assistant, set off a torrent of complaints, primarily from owners of the software program that eBay plans to convert into a monthly service.
Many eBay users said they paid US$140 to purchase the software, currently called Blackthorne Auction Assistant, and reasonably believed that upgrades would be provided free of charge.
Under eBay's new plan, however, users will pay $4.99 a month for a basic program aimed at novice auction users and $15.99 a month for a professional version of the software.
Changes in Attitude
In recent weeks, eBay has rolled out a steady stream of policy changes, many of which have drawn ire from members. eBay said it intended to limit user access to e-mail addresses of other auction members and announced a plan to boost listing fees.
"How much more can the smaller seller take?" one user asked on the AuctionWatch.com message board. "First fees go up, then restrictive rules regarding trade are made, and now [the software charges]."
A similar flood of angry messages was posted to the Blackthorne Web site, which announced the change in policy at the same time as eBay.
"I am disappointed in Blackthorne's decision to rip off previous loyal customers," read one posting.
Major Upgrade Cited
John Slocum, president of the Sayre, Pennsylvania-based company that makes the Blackthorne software, responded by calling the change a "major upgrade" to the auction assistant.
"It has always been our policy that minor and intermediate upgrades would not incur a charge, but major upgrades may," Slocum said. "We have been fortunate that we have not had to charge for an upgrade in the past, but that does not imply it is a permanent situation."
Even so, Blackthorne is trying to soothe existing customers by offering a one-time free upgrade and a year of free service under the new eBay plan, which would be worth nearly $200 for the professional version. The company also noted that the software will now be supported by eBay's customer service.
The software helps sellers manage auctions, generate bulk listings and invoices, print shipping labels and schedule future auctions. Since its inception, Blackthorne software has been designed to work closely with eBay, with upgrades mirroring changes to the site.
Rent-a-Professional
In separate news Wednesday, eBay announced it would begin offering auctions for professional services on its site through a partnership with eLance.com. The eLance site already provides a place where freelance professionals compete for contracts being offered by companies.
The service is aimed at what Forrester Research says will become a $220
billion market for Web-based professional services within the next three
years and seeks to take advantage of increased outsourcing of work by
businesses.
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