Leaving negative feedback after warranty period has expired.

[hanaa_strength]

Customer purchased an item. 

Detailed video provided with commentary of item and being used in detail by our in house engineer

Customer viewed videos and was happy for item to be dispatched.

30 days warranty given.

40 days later after delivery. Customer contacts us to notify us that items been in so called storage and hes used it for the first and has some issues. Issues most likely would be cause from missue of the item. 

We have offered to to do video call to assist in repairing with our engineer for free and offered to take item back and repair at no extra cost normally in excess of £150 as long as he covers deliveries as its outside the warranty period.

He has asked for £150.00 instead of repairs to be refunded and basically black mailed us if we dont he will leave negative feedback. we have 100 postive feedback and never had a neg feedback. His items out of warranty and we tried to help but hes keen on money back and left us negative feedback. We would have fixed and repaired and collected the item free of charge inside the warranty period. 

Tried to dispute feedback but ebay has felt it should be left on. we have replied to his feedback in length. Any suggestions we can appeal or remove feedback maybe call ebay?

any help would be appreicated

Thanks 

[papso22]

While on the face of it this is a clear case of feedback extortion and so not allowed, actually getting ebay staff to recognise their own policies and do something about it has always been an uphill struggle and it's even worse now.  The other issue you could try and raise is that the buyer allowed themselves to be timed out of the money back guarantee by not inspecting the bike in time, which is there fault.

You have already tried to get it removed and they have refused, so unless you can convince them by reference to the messages and the policy that they should remove it, there is no other advice or help we can give.  You are at the mercy of ebay CS.

https://www.ebay.co.uk/help/policies/feedback-policies/feedback-extortion-policy?id=4230&st=3&pos=1&...

Anecdotal evidence is that once you have responded to feedback it is harder to get it removed. 

[hanaa_strength]

Thank you very much for the feedback. Will try the recommended route and response and see how we fair. 

It is indeed an issue of ebay understanding there own policies 

[jckl1957]

Buyers do have a minimum of 60 days to leave feedback and Ebay have no reason to remove the feedback left as it reflects the buyer's experience.

Because you are a business seller, buyers are covered for their purchases by the Consumer Rights Act so your buyer is entitled to a repair, replacement or refund within 6 months of purchase.  The warranty you (frequently) mention covers all purchases on Ebay.  Quite honestly, if I had paid £800 for an item, I would expect it to last for a long time.

It would be difficult for the buyer to return the item to your for repair - it is clearly bulky and heavy.  Maybe if you had been more helpful - offering a return and refund or a replacement - the buyer would not have felt obliged to leave a negative.