David Gillon (![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
davidgillon) wrote2016-04-15 12:18 pm
davidgillon) wrote2016-04-15 12:18 pm
David 1, eBay 0
"Thanks for contacting us about your case for the following item:
Quickie Gpv Mobility Wheelchair
We've reviewed your concerns and have reversed the outcome of the case. Within 48 hours, payment will be credited to the PayPal account you used for the original purchase."
Result!
It took about 20 minutes on the phone to a very pleasant Irish lass on Tuesday night to convince eBay they were wrong, Almost as soon as she looked at the email trail she noted "Someone's made a right mess of this," though it was going back and forth between her and another team over IM and it wasn't clear how much authority she had.
At one point she said "We've decided not to allow your appeal because we did tell you to return the wheelchair". I then got a little more assertive and pointed out they still hadn't answered the original request I'd made to them, and seeing as it was a request for a reasonable adjustment under EA2010 they're obliged to answer.
I was stunned by a comment "Hang on, they're still typing, they must have seen something else" - if I hadn't hung onto the phone and kept arguing would they even have told me that? But she then said "You know what, this has gone back and forth a ridiculous number of times, I'm allowing the appeal."
Paypal have now confirmed the refund, so that's finally settled.
Thanks to legionseagle for some useful advice which may have added to eBay-girl's sense of "Oh, god, this is going to go on for hours and I want to get home".
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I'm a great believer of citing regs at people on helplines; it rapidly convinces them that you are a problem above their paygrade and the only thing to do if they're going to meet their target is concede.
Doesn't work for Apple, mind.
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(And not mentioning it was my then employer )
As the FBI just found out ;)
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(Why are Scottish & Irish women "lasses," but not British women?)
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Think you meant English there ;)
And we do use lass in England, we'd call someone a "canny lass" in the North East (canny = nice, admirable, and a bunch of other context dependent uses), and a woman from Yorkshire might be a Yorkshire lass, but I think it's a predominantly Northern usage.
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