Ebay Customer Services are terrible

[NarkedOffSteve]

I am sure this has been said before, but am now in a bit of a battle with customer services. I will not bore everyone with the specifics (there are many pages of those), however I sold a phone for spares which was defective. The symptoms were explained extremely clearly in the description.

 

A case was raised against me for an additional symptom one that was connected to the one I posted in the description that I was unaware of, however was, in my mind, directly connected (I stated the SIM was not being recognised, but 1 reboot of the phone in 50 odd would see the SIM, the buyer stated the IMEI code was missing from the phones firmware).

 

After much to-ing and fro-ing of emails, I raised the issue for a resolution as my paypal account was in debt and I could not pull down my funds for my other sold items.

 

Ebay found in favour for the buyer for a reason that was not even mentioned in any of the case notes by either myself of the buyer (and I quote "The IMEI sticker was removed from the phone").

 

This is not the case, I even have a photo of the sticker on the phone before I sent it off, this has been supplied to customer services.

 

After many more emails between myself and Ebay they still insist this is the "fairiest" solution. I am now winding down my ebay activity, there are other places to buy and sell stuff, the good news is that I seem to be making more, selling for less but not getting hit for commission so in my mind its Ebays loss.

 

I am not sure what is going to happen next, I have asked for new cards and stopped direct debits so Ebay cannot take any more of my money and written a letter to their complaints department. I am considering taking them to the small claims court as I am definitely out of pocket by about £100 for a decision that I cannot appeal and is simply ignored.

 

There, vented my spleen, advice to anyone else who Ebay ignore then vote with your feet!!!

 

Before I get trolled by buyers who have been stung by buying mis-described goods, I had 2 last lots I have sold which I cannot get to the funds for, there were only a few quid and I have sent those off today as its not those buyers fault so am even more out of pocket. I have 100% feedback of around 310 odd and have sold broken phones and laptops before with some very happy customers who love rubbing it in that they got something working, I am not a techy so just get shot of the stuff.

Edited July 22, 2013 by NarkedOffSteve
Added the bits about being a good seller

[wiseajak]

Sadly this is the norm for ebay they always side with the buyers and sod the sellers. Iv been in a similar situation so i know what you mean. Their emails are templated and never answer tour questions directly i got the same responce iver and over and it no use ringing them either its the same story they repeat themselves and never give u any direct or sensible help. Complaints go nowhere as they ignore them they are useless!!

[NarkedOffSteve]

Thanks, strangely since ditching ebay I feel a lot happier. Still got the mess to sort out and will post here with the progress and outcome, strongly suspect it will end up in small claims court as I cannot afford to lose that money, but its more than that now.

 

Its the responses that bare no relation to my complaints, if they had not put the missing IMEI sticker bit in the decision I would have probably just accepted it, but no acceptance or apology for their mistake makes the blood boil.

[wiseajak]

I know what u mean they didnt appoligise to me

Either but i dont Expect one as its getting blood out of a stone. They never so appologise for anything even tho were " valued customers" ha thats a laugh!

[aburobert]

If you do take Ebay to court (or Paypal) I would be interested in the details and outcome. Both these companies seem to disregard evidence of fraud and wrongdoing because they could not be bothered to take action even in the face of the clearest evidence. Why do they do this - simply because their sytems are automated to save them money and hassle. A kick in the teeth with a decent County Court Judgment against them might galvanise others to stand up for their rights when they are treated so shabbily by these companies.

 

Anyway good luck - I do hope you get what you are looking for.

[NarkedOffSteve]

A bit of further news.

 

Still got no where with Ebay and still waiting for the phone to be returned. As it turns out, I am not out of pocket my paypal account is in debt by £100...which basically means once the phone is returned all I have to do is sell it again but not through ebay.

 

Ebay and Paypal..well I think we will part company. Debt collectors will be sent after me, however they cannot do anything as there is no substantiated debt as such, there are standard letters for that kind of thing.

 

I was toying with the idea of replying to their demands in the same method they have replied to my concerns, ie avoid the questions directly and maybe comment on how nice the weather is recently, but then they just follow the scripts so will not realise the irony behind it all.

[madder]

If you do take Ebay to court (or Paypal) I would be interested in the details and outcome. Both these companies seem to disregard evidence of fraud and wrongdoing because they could not be bothered to take action even in the face of the clearest evidence. Why do they do this - simply because their sytems are automated to save them money and hassle. A kick in the teeth with a decent County Court Judgment against them might galvanise others to stand up for their rights when they are treated so shabbily by these companies.

 

Anyway good luck - I do hope you get what you are looking for.

 

Why don't people do what I did, I went on the " Better Business Bureau" site , they have an "online complaint form" and its OK for anyone in the world to do this you don't have to live in the U.S. it was easy peasy. I did have a legitimate complaint it was with e-bay invoicing me for money I just didn't owe. It was not about someone not paying me or faulty goods the complaint MUST be about how e-bay treats YOU. In my case they jerked me around for a year, they penalised me by restricting my selling account. I am not a business seller I am a private seller and I buy more than I sell.So in short what can someone do? well the Better Business Bureau took me seriously they act as an intermediary so e-bay do have to answer. I got the usual very sorry glad I have been an e-bay member for 8 years, no trouble before etc.etc. Please accept gift token and the complete eradication of any money owed by me in ebays account.So there you have it, I did nearly go round the bend I do have over 70 emails regarding the issue , I had over 60 invoices appearing in my pay pal account, I had 14 online chats with morons which I kept the transcripts. 2 telephone calls which I had to pay £3.00 so I vowed never to telephone them.So anyone with genuine complaints regarding e-bay and the way they are treated give it a try, I think e-bay have @ 7000 complints registered against them, all the info is on the BBB site.