My advice would be for those having the usability issue to contact paypal themselves. It really isn't up to Tim to contact paypal over a usability issue rather it is up to the people who are having the usability issue to contact them. If Tim contacts them and they ask him questions that he doesn't know the answer to he then has to come back to the list to ask others questions so he can reply to paypal. If you take out the middle man, in this case Tim, Tim doesn't waste time with toing and froing so a usability issue that hasn't directly affected him gets fixed for others who it does directly affect.