Aargh, eBay are driving me berserk!

[davidgillon]

Sample of recent communications wrt returning the incorrectly advertised wheelchair:

Twitter "

Ask eBay @AskeBay

@WTBDavidG trying to resolve this for you. I suggest that you continue to work w/ us by responding to the email we sent you. "

As a friend who saw the tweet commented, that sounds awfully like a veiled threat - it was in response to one where I said they had me on the point of contacting Trading Standards. As for responding to the email, I've asked for clarification of which one. {Crickets}

By email:

Hello dwgillon,

Your case was placed on hold temporarily. We will get back to you with an update by 12 Mar, 2016.

Customer support comments:
We need you to provide us with documentation from a qualified 3rd party showing the current condition of the item and any potential repair costs. You can provide this proof by responding to the email sent with further information.2

 

Problem 1) no email with further information. Problem 2) is this asking me to provide information, saying they will provide an update, or both? I'm an author and I can't tell. I design complex work processes and I can't tell. Problem 3) The requested information is ridiculous, the chair is the wrong size, you can't repair it to the right size, it's like asking for a quote to repair a Landrover into a Range Rover. Problem 4) who is "a qualified third party". Problem 5) whatever information they want, I can't provide, because this message doesn't have a reply option! Out of about 10 messages, this and one other turned up in my eBay inbox only, all other messages were echoed to my own email as well, so naturally I was watching that. Which meant though that message was sent on the 9th I didn't see it til late on the 10th. The other message, also sent on the 9th, says send the chair by the 11th or lose the refund, so is contradicted by this one. As I'm travelling tomorrow there is even less possibility of me posting the chair than there already was.

 

Further email because eBay Customer Services doesn't have a clue WTF they're doing:

"

 

Hello David,

 

We are getting in touch from eBay Customer Service about the wheelchair (item blah) that you purchased from “*****”. I understand you have already posted the item back and provided us tracking information. Allow me to explain why we’re contacting you.

 

Upon checking on your account, I can see here that you provided a tracking number (blah) to your seller regarding this item, and we commend you for doing so. As it is important that we have tracking information so we can verify the status of the delivery. Allow me to clarify things for your benefit but first, I have provided in this email the details of the tracking information:

 

Tracking number: blah

Tracking courier: https://www.royalmail.com/track-your-item

Tracking Result: That item number isn't recognised

 

We now are currently investigating the case filed for the above complaint and in order for us to make the appropriate resolution, please reply to this email within the next 3 days, attaching a copy of your postal receipt that contains the delivery address. All documents sent to eBay must comply with these guidelines:

 

<details>

 

I assure you that once we have verified that the item is delivered to your buyer’s address, we will go ahead and close the case in your favour."

Dear eBay, you can't track the parcel because I haven't posted it because you haven't gotten back to me about my not physically being able to take it to the Post Office to post it.

Email in response:

"

Hello David,

 

Thank you for writing back to eBay Customer Service about the item “Quickie Gpv Mobility Wheelchair” you purchased (item blah) that you wish to return. I’m sorry to know your situation as you cannot able to return the item. I can imagine how difficult it is for you with your condition. Please know that we truly value the business that you bring to eBay. Let me assist you with this.

Upon review, I can see that you provided tracking number. I am sorry to know if there was a misunderstanding with the return issue. We have seen in your case details that you printed shipping label on 28^th of February 2016 and provided tracking number. This is the reason why we asked you to provide proof of postage as the tracking number has no result upon tracking it online.

 

To clarify this, it seemed that the item has not yet posted as you mentioned that you cannot able to bring it to the post office due to your condition. I’m sorry to know that. Therefore, I suggest that you ask for assistance from your family or friends. You may call them if they are not near your location. It is very important that the item will be returned for your refund."

Seriously, WTF, let's patronise the hell out of the customer because he is disabled and clearly incapable of realising he can call his family to come running from the other end of the country to post it for him? Incidentally no, they can't. And let's 'clarify' what he told us by repeating it as though he didn't know it? This response was timestamped 3AM UK time, so clearly comes from a call centre elsewhere, which may explain some of the language. Doubly frustrating, it ignores everything I've raised with them.

I'm utterly seething, and if they decide to rule out the refund because I haven't posted it on the 11th, when they also have it on hold til the 12th, and didn't get back to me until the 9th, and still haven't reached a decision on having Royal Mail pick it up, I'll be incandescent. I'm away from home from first thing in the morning until late Sunday, I fully expect to be on the phone to Trading Standards on Monday morning.

Aaaaarghh!!!!

Comments

[lilysea]

Gah. :(

*is enraged on your behalf*

*at this point, I would be feeling like molten lava*

[maramcreates]

ikr?!
[fumes]

[jesse_the_k]

While ^^^ commands the volcano I'm working on the tsunami, flooding eBay's favorite HQ.

"You can call someone!" my lily-white butt.

Perhaps you could respond with a, "I know it can be difficult to run a multimillion dollar company but you can just send me a refund!"

(One of the few improvements in the US postal service is we can now request pickups of parcels; they ask for weight so they know when to send the Big Truck.)

[maramcreates]

WTF eBay?!?!
The only reason I can think of to even remotely explain their responses to you thus far is that they *don't* actually have a policy in place that addresses how to resolve returns that require accommodations (such as pick-ups and the like). Which, of course, is still their problem -- if an item can be delivered to your door, and postal/parcel services that do from-your-door pickups exist (as they obviously do), then it follows that they should authorize such a pickup and refund you the extra postage.
It's such a simple thing to make happen on their end that I'm baffled no one has taken the initiative to go up the customer complaint chain and got it done already.

[davidgillon]

My theory is they're desperate not to set a precedent of being willing to arrange at the door pick-up.

[hilarita]

At this point, after all the staff time spent etc., it really would have been quicker and easier for them to call a courier to pick the bloody thing up, and pay for it all themselves.

[davidgillon]

Absolutely!