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Vent regarding ebay buyer
sorry for the rant, this is disturbing to us as we work our tail off to offer stellar service and products.
This was the sale, with the 3 pictures: http://cgi.ebay.com/ebaymotors/ws/eB...id=p2763.l1259 http://i8.photobucket.com/albums/a26.../cv746icon.jpg http://i8.photobucket.com/albums/a26...apr/cv746a.jpg http://i8.photobucket.com/albums/a26.../apr/cv746.jpg Here is the communication we got today: Dear rohnaz, Hi Jim, Got the PCV valve and its very nice but no where near as dark in color as your photo. As a matter of fact the purple "DYE" wipes right off with a little moisture. I think I want a refund unless you can exchange this for a good one where the color does not wipe off! Thanks in advance M*****l K****g t****7 We respond with: "Dear t****7, the part IS the part in the picture. Not sure what settings your computer is on. The dye was only a method to mark the difference in the part for the assembly line and that is why so many don't have it, ANY wiping or cleaning motion WILL remove it. This "feature" of the ORIGINAL parts has been discussed on a variety of web forums, basically they say NOT to mess with it or you will remove/damage it." We respond again (via ebay): Dear t****7, This is a 30 + year old ORIGINAL GM part. EVERYONE we know that has a car that uses these KNOWS how fragile the ORIGINAL parts are and no one would ever try to wipe it with anything, because everyone knows the dye they used is for marking the part for production line identification. They were not perfect, they were what they were and the part we sent you is the exact same part in all three pictures. You were able to view them all weren't you? Regardless, we delivered exactly what was pictured and described. We DO NOT play games with parts, what we show is what we provide. We are shocked to hear that you have damaged this rare part. We do not have another to send you. Not sure how to handle this at this point. Jim Rohn 480-3xx-9xx7, call me, sometimes typing words is less effective than talking in person, thanks!" Then he shoots back (off ebay): "OK stand by for action...................." This is what he then tells ebay: "Details provided by the buyer: The buyer said the item doesn't match your description The buyer has tried contacting you The buyer paid on May 06, 2010 The buyer contacted you through eBay Messages You have responded to the buyer The buyer said you aren't working together to solve the problem <span style="font-weight: bold">The buyer said the item is fake</span> Additional information: "<span style="font-weight: bold">item received is not as pictured in auction photo and appears to be a counterfit or a made up piece!</span> Buyer contacted seller but seller by did not offer any solutions to problem. Full refund requested!" The buyer wanted: A full refund" Our reply to the ebay system: "It is NOT a fake as he alleges, it IS the real deal and is an ORIGINAL part, 3 different pictures showing the EXACT part he was delivered, including the ORIGINAL GM box. Our reputation is solid, we don't play games like others. He has also told us he has damaged this part. We delivered EXACTLY what was described and pictured. We WOULD refund his payment but he has damaged this part by using some solution on it. We have sent him our phone number but got this threatening response from him: "OK stand by for action...................." We are honest seller and our reputation is what we have on ebay with our stellar feedback and our Top Rated Seller rating." How do people make this stuff up? I am used to dealing with rational & honest people, I am totally thrown off by this. Did I do something wrong? Thanks for the vent and ANY feedback is appreciated |
Re: Vent regarding ebay buyer
Jim, you did nothing wrong. Either the buyer is totally ignorant or is playing games w/you & ebay trying to scam his money back. Anyway you slice it your response was more than appropriate and it is this buyer's fault if he damaged the part... I would tell the buyer to "get bent" and not reimburse him a single penny....
Just my .02 Rich |
Re: Vent regarding ebay buyer
Jim,
it is frustrating that we as sellers can't leave negative feedback. Once in a while you have to get a red dot and stand by the truth. Your regular customer will undersand and come back. Rich |
Re: Vent regarding ebay buyer
Sounds like you handled it just fine to me. Some people can't be pleased, no matter what you do.
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Re: Vent regarding ebay buyer
I would immediately delete all credit cards and bank account information on your Paypal and EBAY accounts. They always go by the buyers irrational claims and screw the sellers. Ebay/Paypal managers are not car-people and have no clue about anything automotive. What appears to be a perfectly rational explanation by you will be completely ignored by them. I can gaurantee that they will pull the money from your account if you have a credit card or bank account still associated with the Ebay account.
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Re: Vent regarding ebay buyer
what Steve said or just suck it up and refund his money and save the bad feedback and hassle dealing with ebay and paypal for days on end trying to sort it out, you are 100% in the right but most likely will get burned in the end.
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Re: Vent regarding ebay buyer
Not sure why ebay is so one sided toward the seller, but I think Steve is right. Not worth it. As you have so many other items for sale, you can't really bail right now.
BTW, the link didn't work for me, but I found the auction: http://cgi.ebay.com/ebaymotors/NOS-PURPL...=item4ceef6ece7 Maybe that one will work. |
Re: Vent regarding ebay buyer
that one works ...
well, to this point, the funds are still there It is not like he paid $200, it was a very fair $76 ... I WOULD have refunded his money, as we don't want ANY unhappy buyers, but since he destroyed it .... We have some NOS radiator hoses with the GM part number on them, if you wipe them the printing will come off too |
Re: Vent regarding ebay buyer
unbelievable ... 3 hours and 12 minutes after I escalated this (thinking they MIGHT actually read the dispute, I was wrong)
Dear Jim, Thank you for contacting eBay in regards to item #330426674407. When a customer claims their item arrived differently than it was described in the listing it can create a very frustrating experience. I definitely appreciate your willingness to work to resolve this situation. Upon receipt of this claim, I have reviewed several factors before taking any action. In your specific case I reviewed the listing, the photos of the item, and communication between yourself and your customer. After doing so, I have decided to have your customer send the item back to you. As we have never seen the actual item it is difficult for us to determine exactly what condition it was sent or received in. So, we have decided to get both parties involved as closely back to square one as possible. To do this we will have your customer send the item back to you for a full refund. When you receive it, we will initiate a refund on your behalf to their PayPal account. If you do not have funds available in PayPal, we will refund the buyer and will ask you to reimburse us for the payment. I would like to reiterate that we have come to this decision because it is the fairest outcome for both you and your customer. You will get your item back (and can relist it), and your customer will get their money back. Please know that this decision was not made because we think you knowingly deceived your customer, by any means. Your customer is required to send the item out and upload the tracking information for the shipment to the case within the next 7 days. If they fail to ship the item and add the shipment's tracking number to the case in that time, the case will be closed and no refund will be issued. I would like to make a few suggestions in order to help you avoid a similarly frustrating situation in the future and to ensure you?re providing excellent customer service to your customers. Help your buyers by listing with a title that is clear, complete, and descriptive. Say exactly what the item is even if the title repeats the category name and include details such as brand, product name, size, or artist. Imagine you are the buyer when you create the title and description for your listing. What would you want to know about the item? What are its most appealing characteristics? What words might you use to search for your item? Taking this into account should help your future eBay transactions go more smoothly. For more information and tips for listing, please see the following link: http://pages.ebay.com/help/sell/seller-tips.html I appreciate your patience and cooperation and thank you for being a valuable member of the eBay community. I am confident you will continue to provide excellent customer service to your customers and I look forward to assisting you with your many future eBay transactions. Sincerely, Zaldy H. eBay Customer Support let this be a lesson to anyone that sells on ebay, they have NO REGARD for the sellers, those that make their pay possible .. I am disgusted |
Re: Vent regarding ebay buyer
not even my deal and that makes my blood boil, I cant say publicly what I really think should happen, that is exactly why I dont sell on there anymore,
he ruined the part and now you get to eat it, at least they make sure you get it back for along time they didn't even do that just sent back the dough to the buyer and the seller lost the item to. oh and someone named Zaldy can surely be counted on for some common sense... [img]<<GRAEMLIN_URL>>/rolleyes.gif[/img] |
Re: Vent regarding ebay buyer
Guys,
I hate to say this but a seller can't win in any disputed situation against a buyer on Ebay. Sellers have no protection whats so ever and they can't even leave a negative feedback anymore. Also sellers beware,if you don't use any type of shipping with a tracking number,a buyer can scam you for your item for free by lying that they did not get there shipment(you have no proof of shipment so ebay awards a refund and the buyer will also keep the item). Ebay has become the perfect scam for naughty buyers and it hurts the honest Seller. |
Re: Vent regarding ebay buyer
That letter reads like a form letter. They just insert your name and the item number. The biggest mistake Ebay made in the last several years is not allowing sellers to leave neutral or negative feedback.
James PS, just tell the guy to recolor it with purple PVC cleaner. The color looks about the same. [img]<<GRAEMLIN_URL>>/haha.gif[/img] [img]<<GRAEMLIN_URL>>/naughty.gif[/img] |
Re: Vent regarding ebay buyer
That is horrible. I have many similar stories. One involves a NOS 69 voltage regulator. I took a picture unopened, then multiple pictures opened. the buyer hooks it up and says it does not charge. I told him it is no longer NOS and he cannot return it. he files a ebay claim and the same result happens as above. It has sat on my desk as a reminder for the last 2 years. I bet if I test it, it will work great.
On the other hand, there are a lot of ebay sellers that are unscroupulous. I cannot tell you how many times I have bought BBC factory intakes that have "no cracks" that end up having a crack or more around the outer runner mounting bolts. Most times, the seller tells me to get bent. I am not the one who said there were, "no cracks". Best case scenario, I have to repack the intake and send it back for a refund less return shipping due to their mistake. Jim, I think most here know you are a great seller that stands behind his product and does what is right. I know you are, we have done a bit of business. When a customer changes the product, the lines get blurred. Ebay looks out for the buyer, period. In most cases this is good since many seller's are less than honest and it encourages bidding. With a now 12.5% rake between Ebay and paypal, they should look to help both sides. Sorry for your PIA, Jason |
Re: Vent regarding ebay buyer
After having sold a bunch of old stuff for the first time on E Bay...they are crooks. Both Ebay and Paypal stick you for percentages that make it almost not worth selling small stuff.
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Re: Vent regarding ebay buyer
Bob,
If you want we can still "unwind" the deals on the intakes so you get the fees back. [img]<<GRAEMLIN_URL>>/smile.gif[/img] Jason |
Re: Vent regarding ebay buyer
<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: SuperNovaSS</div><div class="ubbcode-body">That is horrible. I have many similar stories. One involves a NOS 69 voltage regulator. I took a picture unopened, then multiple pictures opened. the buyer hooks it up and says it does not charge. I told him it is no longer NOS and he cannot return it. he files a ebay claim and the same result happens as above. It has sat on my desk as a reminder for the last 2 years. I bet if I test it, it will work great.
On the other hand, there are a lot of ebay sellers that are unscroupulous. I cannot tell you how many times I have bought BBC factory intakes that have "no cracks" that end up having a crack or more around the outer runner mounting bolts. Most times, the seller tells me to get bent. I am not the one who said there were, "no cracks". Best case scenario, I have to repack the intake and send it back for a refund less return shipping due to their mistake. Jim, I think most here know you are a great seller that stands behind his product and does what is right. I know you are, we have done a bit of business. When a customer changes the product, the lines get blurred. Ebay looks out for the buyer, period. In most cases this is good since many seller's are less than honest and it encourages bidding. With a now 12.5% rake between Ebay and paypal, they should look to help both sides. Sorry for your PIA, Jason </div></div> I have noticed recently less sellers on this site selling directly to members/viewers of this site? Instead the posting is a link to Ebay.. [img]<<GRAEMLIN_URL>>/hmmm.gif[/img] And yes we are all aware why we use ebay $$$ Having said that I think those sellers have a feel for what a item should sell for,so if sellers would sell here I beleive it benefits both parties a satisfied or return policy? I'll start it!!! |
Re: Vent regarding ebay buyer
When selling here there is a built in satisfied guarantee policy which I think is great. I have not had much to sell here lately since most I have been selling is lsft over Mopar stuff. I plan to post some stuff for sale here(instead of Ebay) soon.
Jason |
Re: Vent regarding ebay buyer
<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: SuperNovaSS</div><div class="ubbcode-body">Bob,
If you want we can still "unwind" the deals on the intakes so you get the fees back. [img]<<GRAEMLIN_URL>>/smile.gif[/img] Jason </div></div> I dont think they give anything back...there is probably a fee for refunding a fee... |
Re: Vent regarding ebay buyer
Jim,
This just stinks. I only buy off EBay and have never sold anything on there. This is one good example of why. I'm sure when you get the part back it will show that the dye had been rubbed off. Can you post a complaint to EBay about the buyer damaging the part? I dunno...just thinking out loud. |
Re: Vent regarding ebay buyer
Man, with all the horror stories re: eBay anymore, I can't believe more people haven't bailed on them. I told them to shove ~ 2 years ago and I don't miss it one bit.
Seems like selling there now is like playing Russian Roulette...it's not a matter of "if" you get burned, but "when". Sorry you got burned. [img]<<GRAEMLIN_URL>>/frown.gif[/img] My $.02 (not including the 3% PayPal fee) |
Re: Vent regarding ebay buyer
I have "heard" stories about this as well, and every one out of 1000 sales, we find an as***le (impossible to please customer) like this one, however this one almost seems to be bent on being malicious. Regardless, I heard of buyers only sending back a empty box, as all that ebay uses for a "return" is the confirmation of a return of a shipment, not that anything has to be in it ... (will go to the Post Office today ...) not sure if I can create a police theft or damage report out of it ...
I suspect Zaldy H. is one of the people that are in India or Thailand where their call center is now, yeah, I learned about that ~ a year ago, trying to speak to CSR's that can't speak english ... ebay IS a good resource for stuff, it is just that the bad sellers ( reference this thread : http://www.nastyz28.com/forum/showthread.php?t=107384 ) and the complete lack of control that the sellers have (no neg feedback, this kind of thing happening, fees, etc) make it sort of a necessary evil. IF there was a powerhouse that could offer an alternative (like Hemmings Motor News) EVERY ebay Motors seller would be there in a heartbeat, and I am not talking about the cheap floormat sellers, the sellers with used and NOS stuff. Ebay has actually pointed out that all businesses/sellers have to "budget" for this type of "loss" ... well I guess they have enabled that to be true. |
Re: Vent regarding ebay buyer
<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: al8apex</div><div class="ubbcode-body">unbelievable ... 3 hours and 12 minutes after I escalated this (thinking they MIGHT actually read the dispute, I was wrong)
Dear Jim, Thank you for contacting eBay in regards to item #330426674407. When a customer claims their item arrived differently than it was described in the listing it can create a very frustrating experience. I definitely appreciate your willingness to work to resolve this situation. Upon receipt of this claim, I have reviewed several factors before taking any action. In your specific case I reviewed the listing, the photos of the item, and communication between yourself and your customer. After doing so, I have decided to have your customer send the item back to you. As we have never seen the actual item it is difficult for us to determine exactly what condition it was sent or received in. So, we have decided to get both parties involved as closely back to square one as possible. To do this we will have your customer send the item back to you for a full refund. When you receive it, we will initiate a refund on your behalf to their PayPal account. If you do not have funds available in PayPal, we will refund the buyer and will ask you to reimburse us for the payment. I would like to reiterate that we have come to this decision because it is the fairest outcome for both you and your customer. You will get your item back (and can relist it), and your customer will get their money back. Please know that this decision was not made because we think you knowingly deceived your customer, by any means. Your customer is required to send the item out and upload the tracking information for the shipment to the case within the next 7 days. If they fail to ship the item and add the shipment's tracking number to the case in that time, the case will be closed and no refund will be issued. I would like to make a few suggestions in order to help you avoid a similarly frustrating situation in the future and to ensure you?re providing excellent customer service to your customers. Help your buyers by listing with a title that is clear, complete, and descriptive. Say exactly what the item is even if the title repeats the category name and include details such as brand, product name, size, or artist. Imagine you are the buyer when you create the title and description for your listing. What would you want to know about the item? What are its most appealing characteristics? What words might you use to search for your item? Taking this into account should help your future eBay transactions go more smoothly. For more information and tips for listing, please see the following link: http://pages.ebay.com/help/sell/seller-tips.html I appreciate your patience and cooperation and thank you for being a valuable member of the eBay community. I am confident you will continue to provide excellent customer service to your customers and I look forward to assisting you with your many future eBay transactions. Sincerely, Zaldy H. eBay Customer Support let this be a lesson to anyone that sells on ebay, they have NO REGARD for the sellers, those that make their pay possible .. I am disgusted </div></div> my reply: We can't refund the amount as the buyer stated he has removed some of the original finish to this part WE WOULD have refunded his purchase IF he hadn't damaged it, but since this buyer DID damage it (and admitted that he did) we CAN NOT refund him anything UNLESS he accepts the new sale price for the damaged item. Not sure why you can't view the pictures and we are not happy with your "speedy" solution to the truth either ... |
Re: Vent regarding ebay buyer
wow ...
just got off a 45 minute call with the buyer he admits he screwed up He said he didn't read the 2nd email I sent him that had my phone number in it He says he will "make this right" with ebay and he is keeping the part He is a seller as well and is as frustrated with their "system" as I am |
Re: Vent regarding ebay buyer
I sell a lot on ebay. Almost 25 items a week. Out of every 500 customers, you get one you can't please no matter what. I just chalk it up as doing business. Ebay's fees and seller services, on the other hand, SUCK. No seller protection whatsoever and they are really sticking it to the seller with the fees. The seller MAKES EBAY. Without the sellers, they have no business. This has been hashed and rehashed over and over, but until there is another game in town, ebay is all we got.
-Matt |
Re: Vent regarding ebay buyer
Sometimes it's best to just forget about it. I bought a 3 spoke steering wheel from e-bay a week or so ago. The pictures looked good. The wheel had the chrome horn cap on it in the pics. When I took the cap off, there is an extra hole hawged in the wheel and the surface where the nut goes is all chewed up. I didn't ask any questions before I bought it, so I guess it falls on me. The cap will cover it anyway.
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Re: Vent regarding ebay buyer
<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: Fast67VelleN2O</div><div class="ubbcode-body">I sell a lot on ebay. Almost 25 items a week. Out of every 500 customers, you get one you can't please no matter what. I just chalk it up as doing business. Ebay's fees and seller services, on the other hand, SUCK. No seller protection whatsoever and they are really sticking it to the seller with the fees. The seller MAKES EBAY. Without the sellers, they have no business. This has been hashed and rehashed over and over, but until there is another game in town, ebay is all we got.
-Matt </div></div> I don't have a problem with ebay's basic fees. I do however, have a problem with the paypal fees. Come one, every bank in town would go out of business if they started charging $30 for a $1,000 check. And to make matters worse, if it isn't on ebay motors, ebay's "policy" requires payment through paypal. I still haven't figured out why in the world there is no serious competition. There have to be some computer savvy guys out there willing to put together a better automotove selling site. |
Re: Vent regarding ebay buyer
<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: al8apex</div><div class="ubbcode-body">....................I suspect Zaldy H. is one of the people that are in India or Thailand where their call center is now, yeah, I learned about that ~ a year ago, trying to speak to CSR's that can't speak english ...........</div></div>
I am sure that Zaldy is Waaaaaay up the chain of command at PeeBait. I refuse to pay those crazy fees. I sure hope their days are numbered. http://i134.photobucket.com/albums/q...portebay-1.jpg Glad it's going to work out. The buyers comments to you and Zaldy were totally uncalled for, and made with knowing that the buyer can get away with anything. This guy does not deserve a purple PCV valve after all that. [img]<<GRAEMLIN_URL>>/thumbsdown.gif[/img] |
Re: Vent regarding ebay buyer
There is a thread on a sports card forum about something similar to this. The guy sold a $2000 professionally graded card on Ebay. The buyer busted the card out of the case and replaced it with a fake card. He then filed a claim saying ith card was not as described. Of course Ebay sided with the buyer and had him ship the fake card back to the seller. Ebay refunded the money. The seller now owes Ebay $2000 and is out his original card. See the link below for the thread.
James http://forums.collectors.com/message...hreadid=764085 |
Re: Vent regarding ebay buyer
Lynn,
Ebay final value fees are now 9%. Have a problem with that? Jason |
Re: Vent regarding ebay buyer
I hear you Jason. No doubt the fees are getting out of hand. That is why I usually post things for sale first on specialty sites like this one. Just not so bad yet, that I will quit using them when needed. There simply isn't a good alternative when you need to show pics and my need national exposure because you have a limited market.
I recently sold a REALLY NICE red 1982 Suzuki GS1100EZ with 6200 original miles. I posted for sale over at thegsresources.com. Bike was priced fairly at $2800 and the add was up for a month. A few nibbles, but no takers. Finally put it on ebay where it sold for, you guessed it, $2800 to a very nice fellow from New Mexico. Jason, I notice you do the same thing from time to time, and I appreciate you postig things for sale here first. I always look here and at camaros.net before resorting to ebay. Surely ebay is about to price themselves out of the market, especially with the paypal fees added to that 9%. Starting to rival Barrett - Jackson. |
Re: Vent regarding ebay buyer
E-bay thinks the sellers are stupid. They tell you they are lowering insertion fees but then they raise the final selling fee. Oh well untill someting better comes along I have to sell there. I usually sell a few thousand items a year (all small stuff) and once or twice a year I have some one I can't please no matter what. But most of my customers are repeat and have been loyal for several years and more and more buy off line. I hope I get to the point I don't need to use e-bay.
Rich |
Re: Vent regarding ebay buyer
Creating a replacement or serious competitor site for E-Bay is not actually as hard as it may sound. Where the problem lies is that it is very time consuming and requires a team first to create it and then maintain it. Unlike basic little sites you cannot go and purchased a canned site and try and build it to that size, it requires mountains of extra work beyond a normal website. Once created it requires another mountain of cash to market and get it off the ground. In short if you can assemble the people to create it (that is the easy part) you need to fund and staff it which means you need a capital investor which for web sites are very few and far between these days. Those that have managed to make a run at it have not had the resolve to really and truly compete against them and as soon as they gain any steam take the quick cash and sell to them so that they can eliminate the competition which frankly at this point I do not know how they have avoided anti-trust issues and a few other legal infractions that they have going on in their practices.
I have even gone as far as to lay out the framework for building a competitive online auction site to go against them (I'm not to bad on the programming end) but have the same issues as everyone else. No funding and can't afford to go and take the time and do it myself in the current economy. I would love to build something geared to the safety of everyone, buyer and seller, dig into Ebays bottom line without sacrificing the people who make the site happen. Sadly though that is not the vision of the few investors that I have approached with the idea, they would all prefer the fast buck and take the sellout. Even then none would back it. One day though if I can find the right investor, I will make a go of it. Here's to dreaming! |
Re: Vent regarding ebay buyer
here is to you!
I would be the 1st to go Have you tried talking to Hemmings? They are the natural in my mind ... |
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