PayPal President David Marcus has made big claims on how the company is now changing its culture with the aim of changing public opinion about how they operate.

The company has been making headlines for all the wrong reasons. We get to near extremely negative stories about them from developers who struggled with them.

Marcus left a comment on one recent post:

Hey, everyone — I’m David Marcus, and I’ve been running PayPal for the past 5 months. Hard for me not to comment on this thread. PayPal brought a lot of goodness to millions of merchants, and hundreds of millions of users around the world. But yes… as the company grew exponentially we were met with growing pains. And developers, merchants, and consumers sometimes had to pay the price for it. I still want to stress that when you manage money at such a scale, you always attract bad people with wrong intentions. Our intention has always been to protect our customers. Not to mess around with our merchants.
I want to share two things with all of you:
#1 — there’s a massive culture change happening at PayPal right now. If we suck at something, we now face it, and we do something about it.
#2 — you have my commitment to make this company GREAT again. We’re reinventing how we work, our products, our platforms, our APIs, and our policies. This WILL change, and we won’t rest until you all see it. The first installments are due very soon. So stay tuned…

Changing public’s perception about PayPal would require more than promises. PayPal needs to change the way they handle customer support queries. They need to support developers better. They simply need to reinvent themselves!