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what happenend to the negative feedback post about the free map
Comments
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How many emails do you think the likes of M&S or John Lewis get from stroppy (justified/unjustified) customers? Do you think they EVER preach as you did? I doubt it. Your reply to any 'problematic' customer should always be of the utmost dignity and apology (justified or not). That is why some businesses fail and others prosper. The difference is called 'customer service'.0
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theonlywayisup wrote: »I haven't called you mad. I had agreed with you in principle, however, I think you are now getting a little dramatic.
In general the posters on these boards are either somewhat naive or hardened to Ebay and it's ways.
I am a business seller and whilst I don't boast about sales, they are somewhat more than yours. I still get cross and take personally any negative or neutral comments, but I don't dwell on them. I send an email (nothing along the lines of yours) and tbh have found that most 'problem' sellers then turn into my biggest re-buyers or greatest fans! You cannot force a seller to change her mind. You tried, failed and the negative still stands.
As I said before, you may want to try to contact her following discussion here, but I would be more lighthearted with your email and not follow it up if she didn't reply. As a business, I would be more interested in 'her' coming back as a customer and salvaging that part of the relationship than the petty negative I had received. But then I guess, it takes a lot to make the world go round.
theonlywayisup, I didn't mean to say you called me mad sorry if it came out that way, I meant that it may sound strange that I am so upset about this but that is how i feel. I do not consider myself a business seller and even thought I have close to 2000 sales this is not my full time business or anything. I genuinely started selling these as I thought they would be very useful to a lot of people and I think the sales and feedback prove they are. Of course I want a small reward for my efforts and my thinking when starting was that if made enough to pay my virgin media bill every month it would be a just reward for helping thousands of people find their way and save money too.
I may feel so bad as I've not had negatives thrown at me with the exception of this one and you have gotten used to it a bit more than me. I still think that we should put pressure on eBay to impose a time delay on any negative feedback left as this would solve most problems. Forcing the buyers to get in touch, I don't think any seller in their right mind would risk receiving a negative when he is given the chance to avoid it - right?
Perhaps you can send me a copy of that email? ;-)0 -
theonlywayisup, I didn't mean to say you called me mad sorry if it came out that way, I meant that it may sound strange that I am so upset about this but that is how i feel. I do not consider myself a business seller and even thought I have close to 2000 sales this is not my full time business or anything. I genuinely started selling these as I thought they would be very useful to a lot of people and I think the sales and feedback prove they are. Of course I want a small reward for my efforts and my thinking when starting was that if made enough to pay my virgin media bill every month it would be a just reward for helping thousands of people find their way and save money too.
I may feel so bad as I've not had negatives thrown at me with the exception of this one and you have gotten used to it a bit more than me. I still think that we should put pressure on eBay to impose a time delay on any negative feedback left as this would solve most problems. Forcing the buyers to get in touch, I don't think any seller in their right mind would risk receiving a negative when he is given the chance to avoid it - right?
Perhaps you can send me a copy of that email? ;-)
Actually I do feel gutted for you that it is having this effect. Believe me (us), your DSRs are more important that feedback. Actually your response to the feedback is the most important of all.
As bob and others have said. Common sense and apology prevails. I always go with the philosophy that you can never shower someone with too much kindness......the emails I send are personal, apologetic (despite whose fault it is) and a choice of what action the buyer would like (refund, replacement, exchange). I never ask for a faulty product to be returned (yes this can be costly) but my repeat customer figures are in high percentage, so those customers always come back.
I appreciate your buyer may not have been too communicative, most aren't. If the first sign you see is the red feedback, you CAN often retrieve it, not always.
You've had the revision, which is better than the original, but not ideal, we nearly all agree on that.
Just reply with a soft, kind, retort, in lower case! That will get you more sales that those you lose.
Often it is how a seller deals with the bad, which shows others how they are good.
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But it's just a negative, not the end of the world, and certainly not worthy of court action! Just respond to it honestly and it's unlikely to put any buyers off!
A neg on a sellers feedback doesn't bother me in the slightest so long as it's been responded to in a calm and honest manner. It's the responses in capitals with rude words that would be the only thing that put me off!!
As a regular ebay buyer, totally agree with pinkshoes.
The neg won't be on the first page forever** and everyone will see the pos comments first. Perhaps put something in your listing addressing the "available for free" issue. Upon reading the thread yesterday it initially seemed that this item is free everywhere, which isn't the case.
Are you allowed to leave a response to this feedback? Something polite and factual like you've left on here would be good.
PS
Didn't say you were mad, said your email came across a bit mad. Not the same thing at all
**It's on page 3 already!Love the animals: God has given them the rudiments of thought and joy untroubled. Do not trouble their joy, don't harrass them, don't deprive them of their happiness.0 -
I am changing my mind. My initial reaction was to be with you 100 per cent. But your recent posts go way over the top. A single bit of bad feedback causes this reaction. Get a grip."If you can bear to hear the truth you've spoken
Twisted by knaves to make a trap for fools"
Extract from "If" by Rudyard Kipling0 -
theonlywayisup wrote: »How many emails do you think the likes of M&S or John Lewis get from stroppy (justified/unjustified) customers? Do you think they EVER preach as you did? I doubt it. Your reply to any 'problematic' customer should always be of the utmost dignity and apology (justified or not). That is why some businesses fail and others prosper. The difference is called 'customer service'.
I totally agree. I just wish I was given the chance to provide the customer service.
Don't think in almost 2000 sales nothing has ever gone wrong. I've had times of things going missing or arriving damaged - replacements straight out in the post to keep the customer happy. My job is all about the customer, I solve customers issues everyday but to do that I need to be told about it and given a chance to reply as I'm sure you would agree.
In any case the general feeling amongst you guys is that I went over the top when I threatened her with legal action. I have an issue with the word threatening however, I do not consider that I had threatened her at all (at the beginning). I am not sure if you've seen all the emails, the first ones simply explained why i felt she had to withdraw the neg and that she should have told me she had a problem with the item before. It's only after no reply was received that I called eBay to see what could be done, remember at the time the comment read : 'he's a con. this is a free map available widely. He's a Dishonest Seller'. As you all know and as I found out they are not very helpful and this is what they said: We will not remove any comments and the only way we will do that is if you bring us a court order to force us to do so. So I repeated that to her and send her the request to revise the feedback. It is only after she did that and the neg was still there that I threatened and gave her notice of my intention to go to court to remove the comment as in my eyes it was clear that without any communication from her and with the neg still there despite my very reasonable emails up to that point. I didn't kick this off all guns blazing saying I'll take you to court right from the start... no no no... I'm not that mad! As I said I id not see yesterdays thread so I do not know how many of the emails you've seen but you seem to be judging me mostly on my last email to her which was sent AFTER she used the one chance she had to revise the feedback and still left it negative.0 -
I totally agree. I just wish I was given the chance to provide the customer service.
Don't think in almost 2000 sales nothing has ever gone wrong. I've had times of things going missing or arriving damaged - replacements straight out in the post to keep the customer happy. My job is all about the customer, I solve customers issues everyday but to do that I need to be told about it and given a chance to reply as I'm sure you would agree.
In any case the general feeling amongst you guys is that I went over the top when I threatened her with legal action. I have an issue with the word threatening however, I do not consider that I had threatened her at all (at the beginning). I am not sure if you've seen all the emails, the first ones simply explained why i felt she had to withdraw the neg and that she should have told me she had a problem with the item before. It's only after no reply was received that I called eBay to see what could be done, remember at the time the comment read : 'he's a con. this is a free map available widely. He's a Dishonest Seller'. As you all know and as I found out they are not very helpful and this is what they said: We will not remove any comments and the only way we will do that is if you bring us a court order to force us to do so. So I repeated that to her and send her the request to revise the feedback. It is only after she did that and the neg was still there that I threatened and gave her notice of my intention to go to court to remove the comment as in my eyes it was clear that without any communication from her and with the neg still there despite my very reasonable emails up to that point. I didn't kick this off all guns blazing saying I'll take you to court right from the start... no no no... I'm not that mad! As I said I id not see yesterdays thread so I do not know how many of the emails you've seen but you seem to be judging me mostly on my last email to her which was sent AFTER she used the one chance she had to revise the feedback and still left it negative.
OK. Show us the emails"If you can bear to hear the truth you've spoken
Twisted by knaves to make a trap for fools"
Extract from "If" by Rudyard Kipling0 -
I am changing my mind. My initial reaction was to be with you 100 per cent. But your recent posts go way over the top. A single bit of bad feedback causes this reaction. Get a grip.
Hi terryw, as I said to another reply just posted it looks like you guys are much more used to dealing with such buyers than me. But would you really be happy to leave those comments on your profile? I've already said that the emended comments would have been acceptable had the negative rating was removed. I do not expect her to suddenly come out and leave positive saying what a wonderful seller I am, I know she won't.
Please understand that I did not come on here to argue with any of you. The reason I came on here today was mainly to see what people thought about the whole thing and receive your comments which I invited. And you guys have been brilliant in giving that to me, thank you.
I've got to go now, (have to take the wife to the cinema as she's been moaning that i've spent all afternoon on the laptop). I may be back online later if any of you are still around.
In the meantime I have listened and I hope this is summing it up correctly:
1. You all think that I should not had been given the negative and certainly not the original comments. - thank you for that. it's good to know i'm not alone in thinking that way.
2. You think my last email threatening legal action was OTT. Fair enough - point taken and digested.
3. You think I should let it go. Again point taken. Not digested though, it's upsetting my stomach big time. The removal of the neg will settle it. time will tell if that doesn't happen, you have to allow me to feel a bit upset about it.
4. You think it will not hurt sales in the long run. That's good to know. however I don't see why someone should be allowed to cause someone loss like that when it is plainly wrong and illegal.
Once again thank you very much. Irrespective of what you think about this you may still want to block jemz! from bidding on your auctions as it is clear she has her own way of thinking which may cause you problems too.
Have a good evening everyone, chat soon.0 -
Is that why you are CYBER bob and I am 'theres a long way to go up'
:rotfl:
How do you do that?0
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