Unjustified negative feedback left for seller, eBay refuses to remove it!

[1972escortmexico]

To whom it may concern,

My wife (eBay member since 2003, feedback score of 4511, previously 100%) listed an item as NON working in the description.

The buyer apparently didn't read the description, saying (quote from one of his eBay messages) 'he didn't feel the need'.

On receipt of said item he 'discovered' it was NON working, so instantly opened a case and at the same time left negative feedback.

eBay Customer support won't remove his negative feedback.

How can this be right?

Thanks

Pete

[arkwebus · Accepted solution]

Excellent result; glad to hear it!   

None of us has any way to influence eBay though.  Part of the problem is that CS is in the Philippines and the staff do not always understandthe detailed nuances of what is being asked. 

My own feeling is that live chat is better in that you have a written response as to what was being said.  

You can then return to it and - possibly with another representative - get a further view

@1972escortmexico 

[plpmr]

the problem with second/third hand requests for advice/help is that we don't get to see basic facts [feedback, listing etc] so just not possible to help.

[john1297576]

Impossible to advise as it is not even possible to see the item or feedback left. It would also have helped to know whether if the buyer opened a Not As Described case, whether your wife dealt with it or the buyer had to ask ebay to step in.

Appealing against this sort of situation just produces the standard reply " Well that is the buyers opinion of the transaction".The fact that buyers can't be bothered to read doesn't seem to matter.

You could try speaking to ebay, but I would not hold out much hope as CS are about as much use as the robots.

There is the option to leave follow up feedback, but be careful what is said.

[1972escortmexico]

The wife rang CS, frankly eBay would be better off deploying robots, that way maybe 'common sense' might be introduced into the CS process!
Yeah she has left follow up feedback.
Thanks for your reply.

[1972escortmexico]

Reason for return; doesn't work or is defective

[1972escortmexico]

Can someone advise what the route is to escalate a Customer Support decision please?
Thanks
Pete

[arkwebus]

You are posting on a member to member board and not speaking to eBay. 

Without seeing the feedback we have no way of knowing the detail and whether it breached any rule. 

Feedback should reflect the whole transaction.  Was a refund offered for instance?

@1972escortmexico 

[arkwebus]

Search "appeal" in help and contact at top of page.  Please let us know the outcome.

@1972escortmexico 

[1972escortmexico]

... credit where credit is due, after contacting the buyer and 'offering' guidance on how to go about it, the buyer got eBay to take the negative feedback down.
I have to say though that eBay CS need an injection of common sense, without that what is the point of human involvement.
I'm left with a bad taste in my mouth after this poor experience and I hope that one of you has influence enough to pass this negative message into the eBay CS decision makers, their process needs review.
Thank you.
Regards
Pete