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Old 01-29-2013, 12:36 AM   #1 (permalink)
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Default A Good Ebay Customer Service Experience - Long Read + Contest

I bet you couldn't tell if I was being sarcastic or not in the title. Well I wasn't. I actually have a good story involving eBay customer service.

I sold a Blake Griffin card on Dec 28th for $110 to a buyer in California. The card arrived on Jan 2nd and the buyer left me positive feedback on Jan 12th. On January 19th, the buyer contacts me asking for a refund because of damage to the card. He sent me a picture and there was some minor chipping on two of the back corners of the card. Since he had the card for 17 days and I offer a 14 day return policy, I decided to call ebay to see if I was obligated to refund this guy....

I get on the phone with a CS rep and I explain to her what is going on. I tell her I think it was a case of buyers remorse and point out the facts to her.

1. Card was delivered on Jan 2nd
2. Positive feedback was left on Jan 12th
3. Buyer had the item in his possession for 17 days before claiming damage
4. During the time of purchase, the Clippers were on that insane win streak and now, 17 days later, they are not whats hot in the NBA anymore.

I tell her that if I deny this guy a refund, he is going to open a case against me. All I wanted to know was if he opened a case, would I win or lose. She says she can't speculate so I ask her to transfer me to the Resolution Center which she does...

The new lady I get on the phone with assures me that the buyer has 0 chance of winning this case. She says I am covered by Ebay seller protection and that I am not responsible to refund the buyer since the allotted time for returns had expired...

I rely this information to the buyer and he instantaneously opens a case. I escalate it to the Resolution Center saying everything I just stated above as my case. Six hours later, I lose the dispute and am ordered to give this guy a refund. Naturally, I get right back on the phone with Ebay.

After being on hold for 3 HOURS and talking to about 4 different people, I finally get on the phone with a supervisor named KC. I tell him everything and he goes back and checks my facts and all that good stuff and tells me that Ebay made a mistake and he is not sure why the case was decided against me. He assured me that he would take care of it on their end and use my situation as a learning tool on how to better handle such issues. I tell him thats great and all, but that doesn't really do anything for me...

KC tells me that I will not have to refund the buyer, that ebay will refund him and I can keep the proceeds of my sale. After we go back and forth for a few minutes talking about my account and my yearly fees and all what "seller protection" really does, I thank him and am about to hang up. Really quick before he gets off the line, I ask him "Since you already sent the buyer an email telling him to return the card, what should I do if he sends it back". KC tells me that technically the card is Ebay's property but they will send another email to the buyer telling him that he is entitled to keep the card and get the refund since Ebay was fixing a mistake they made. He said that if by chance the buyer still sends the card back, I can do whatever I want with it.

Well today I come home to find a package sitting on my porch in the pouring rain. Inside is this...



So since Ebay said I can do whatever I want with the card, I'm going to sell it again!

But seeing as how someone recently did something nice for me (thats again Patrick) , and I'm in good spirits, I'd love to pay some of it forward.

The only requirements for this contest are....

1. You post something constructive so I know you actually read this post
2. You have over 10 feedback or have a feedback received from me

To win the contest, just guess the combined amount of points in tomorrows 4 NBA games. As a tiebreaker, guess how many points+reb+ast Lillard will have.

This is what you will win!


Monta Ellis /10


Iverson Refractor


Eric Gordon Rc's



Daniel Gibson Auto Rc /59

/longest post ever

-James
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Last edited by pastmyshades; 01-29-2013 at 11:38 AM.
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Old 01-29-2013, 01:15 AM   #2 (permalink)
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Does KC have a direct number?? lol

I have never hear of eBay copping the loss like that, that is pretty cool!

807 points total and Lillard to go 19 / 6 / 8
Thanks James!
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Old 01-29-2013, 01:26 AM   #3 (permalink)
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I've never had a problem with eBay, but that is a good story! So now you will double the $$ lol...

778pts
Lillard 28pts 3reb 6assist
Thanks!!!
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Old 01-29-2013, 01:59 AM   #4 (permalink)
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Never had an issue with ebay as well and glad everything worked out for you! Thanks for the contest.

775 pts. 17 pts, 4 reb, 8 asst.

Thanks again!
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Old 01-29-2013, 07:31 AM   #5 (permalink)
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I'm glad things worked out in the end but I would say it's still kind of a bummer they sided with the buyer considering the 14 days had expired and feedback was left. I am unsure of the 14 day stipulation if they are just going to side with the buyer.

Now obviously I know eBay stated they made a mistake but if someone sees they are past the 14 days it should've been a cut and dry sort of case. In the end it looks like things were cleared up and kuddos to you, the seller, for coming out on top as you also received the card.

Total:797 points
Lillard; 21 pts, 5 reb, 6 ast.
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Old 01-29-2013, 07:58 AM   #6 (permalink)
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well I'm happy you called them up and had ebay agree with you. At least ebay is paying some money too you for everything
I'll guess 762 and liliard will total 30 in those stats.
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Old 01-29-2013, 11:18 AM   #7 (permalink)
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Pretty good luck, at least you talked to someone with a clue. I never get anyone at eBay that has a clue. Congrat's on the "easy" money!

Total points - 812

Lillard - 23/6/6 = 35
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Old 01-29-2013, 11:21 AM   #8 (permalink)
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737!!! Great story!

Lillard
25 points, 8 assists, 7 rebounds
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Old 01-29-2013, 11:41 AM   #9 (permalink)
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It just shows you that if you do follow the rules, you are protected as a seller. As crappy as Ebay's policies can be at times, if you abide by the rules they will protect you. When you can lay it out in front of them with proof it is pretty cut and dry. All you sellers out there take this story as a lesson!

Keep the guesses coming guys!

-James
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Old 01-29-2013, 12:02 PM   #10 (permalink)
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754

DL 20pts 8 asst 8reb
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Old 01-29-2013, 01:17 PM   #11 (permalink)
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That's nuts that they would do the exact opposite of what they told you on the phone, but then again nothing eBay does anymore makes much sense. Kudos to you for your sticking with it and getting it resolved properly.

Thanks for the contest.

794 points.

Lillard - 18 Points, 3 Rebounds, 8 Assists
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Old 01-29-2013, 01:21 PM   #12 (permalink)
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Glad eBay was about to work it out for you. Thanks for the contest.

I'm going to say 800 points.

Lillard 20 pts, 4 reb, 8 assists.
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Old 01-29-2013, 01:24 PM   #13 (permalink)
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Wow that is wild that ebay would actually refund him..

Thanks for the contest...

Total for the games------782
lillard---pts-23 ast--8 reb---4
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Old 01-29-2013, 01:42 PM   #14 (permalink)
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I'm interested to see the "damage" lol

822

lillard pts 31, 5rb, 6ast

Thanks for the contest
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Old 01-29-2013, 02:21 PM   #15 (permalink)
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I am surprised the buyer sent back the card!

808 pts
Lillard - 21pt, 4rb, 7ast
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Old 01-29-2013, 04:27 PM   #16 (permalink)
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Great to see eBay is doing better with their customer service. Kinda sucks for the buyer, but there's a good chance they deserved it.

788 Points
Lillard 18 pts 4 reb 7 ast
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Old 01-29-2013, 04:34 PM   #17 (permalink)
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Congratulations to you for following through all the way on this. It's too bad you are now stuck with that damaged card.

I will guess:
Total: 802 points
Lillard: 14 points, 5 rebounds, 3 assists

Thanks for the fun and congrats again!
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Old 01-30-2013, 10:57 AM   #18 (permalink)
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Congrats to Crimedog! There were 827 total point scored so his guess of 822 wins the prize. Thanks again to everyone who entered.

-James
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