Can I keep a case open with ebay?

VoucherMan

I bought something last month on ebay but part of the order was wrong.

I'm still waiting for the replacement parts but notice in the resolution centre that The case will automatically be closed on 15 Apr, 2013.

Obviously I don't want the case closed until I have the replacements so is there a way to keep it open or will I have to Escalate the case to Customer Support ?

chancesare_2

What was wrong?

soolin

You will need to escalate.

VoucherMan

chancesare wrote: »

What was wrong?

I ordered some wall brackets. The uprights are fine. The brackets were the wrong size. (probably a simple picking error by the supplier)
They have agreed that the wrong item was sent after I sent a photo of the incorrect item.

It's taking a while to sort as first time around the carrier failed to collect the item. I didn't find this out until four or five days later when I contacted the seller for an update.

It was then collected the following week. Again I only found this out by contacting the seller who then said "will be arranging the replacements asap for you".

This was three days ago. I'd be happy to give them a week or so to sort it but ebay seem determined to close the case so I can't.

soolin wrote: »

You will need to escalate.

Shame really since all started by simple human error. Perhaps if the seller had put a bit more effort into communicating.

Kayalana99

Either that or he is dragging it out on purpose and replacement was never sent.

VoucherMan

I emailed this morning to advise the situation. He replied that the items are being sent out Monday for Tuesday delivery.

Think I'll leave it until Monday and see if I get emailed a tracking number for the carrier. If not it's been suggested I phone customer support but I've no desire to waste time or money on it.

pinkshoes

I'd reply saying that you will need a tracking number by 10am on Monday, otherwise you will have to escalate the case to say that the item has not been received, as they've had more than enough time to sort this out.

What time did you oepn the case? (As I think they close at the same time X days later).

VoucherMan

I did eventually receive the brackets.


I don't often leave negative feedback. Even this one was going to be neutral. I have after all received the items. But having read the message I'm going to send them I may change my mind.

Still think I'll give them a couple of days to see if they can be bothered responding

---

Having reviewed the case I feel I am unable to leave positive feedback in this instance.
As the eBay feedback system does not give sufficient room to explain I felt it courteous to advise you of my reasons.

I bought the items from you on 9th March. The order conformation advised an estimated delivery of Tues 12 Mar - Wed 13 Mar. I did not receive a dispatch confirmation until 14th Mar. The parcel was received on 15th Mar.

On Sat 16th while preparing to assemble the items I realised the wrong size brackets had been sent. At this point I assumed unfortunate human error in picking the items.

I opened a case and on 18th Mar. Your representative responded asking me to phone him, which I did. He asked me send photos of the incorrect parts along with a contact number, which I also supplied. He then wasted three days emailing further questions. I replied shortly after receiving the messages but it seems they were only checked once in the morning. These could all have been answered quickly using the contact number I was asked for and supplied.

After three days I decided to phone up to try and get the case sorted quicker. I supplied an address from which the items could be collected the following Monday, along with a name & number in case the driver making the collection had any problems and needed it.

The following Thursday I was informed that the parcel was still awaiting collection. I emailed to ask why. As it was Easter weekend I had to wait until Saturday for a reply. The response being that the address was not accessible. Could I phone Tuesday (2nd April) to discuss the matter? I then found out that the collection company claimed the business premises were empty / unoccupied. (It’s not a business it’s someone’s house! And it was occupied all day.) Arrangements were remade for collection. The goods were collected on 4th April.

The following Tuesday (9th April), having heard nothing I emailed for an update. I was advised the following day that yes the returned package had been received and replacements would be sent out ASAP.

Three days later (Sat 13th April) having heard nothing I emailed advising that I would now be escalating the case as it would otherwise be closed on the Monday. Apparently eBay consider 30 days sufficient time for sorting a case. Surprisingly I was emailed back the same morning. I was asked not to escalate as they would have to claim for false re-payment once I had the items. He wrote (quote) “the replacements by the way are leaving Monday for delivery Tuesday” and “I am 110% sure are with you Tuesday”

On Monday 15th April eBay closed the case.

The parcel did not arrive on Tuesday. It came Wednesday on a 48 hour carrier. I should have known something was up when someone claims to be 110% sure!

As a final act of apparent incompetence the parcel contained 18 brackets, not the 16 that I’d ordered. I still have these brackets if you would like them returning. This will be subject to finding suitable arrangements which incur me neither cost nor inconvenience as I feel I have been subject to enough of both.

RainbowDrops

VoucherMan wrote: »

Having reviewed the case I feel I am unable to leave positive feedback in this instance.
As the eBay feedback system does not give sufficient room to explain I felt it courteous to advise you of my reasons....

The seller might be able to get any negative / neutral feedback from you removed, as that message reads as feedback extortion.

theonlywayisup

VoucherMan wrote: »

I did eventually receive the brackets.


I don't often leave negative feedback. Even this one was going to be neutral. I have after all received the items. But having read the message I'm going to send them I may change my mind.

Still think I'll give them a couple of days to see if they can be bothered responding

---

Having reviewed the case I feel I am unable to leave positive feedback in this instance.
As the eBay feedback system does not give sufficient room to explain I felt it courteous to advise you of my reasons.

I bought the items from you on 9th March. The order conformation advised an estimated delivery of Tues 12 Mar - Wed 13 Mar. I did not receive a dispatch confirmation until 14th Mar. The parcel was received on 15th Mar.

On Sat 16th while preparing to assemble the items I realised the wrong size brackets had been sent. At this point I assumed unfortunate human error in picking the items.

I opened a case and on 18th Mar. Your representative responded asking me to phone him, which I did. He asked me send photos of the incorrect parts along with a contact number, which I also supplied. He then wasted three days emailing further questions. I replied shortly after receiving the messages but it seems they were only checked once in the morning. These could all have been answered quickly using the contact number I was asked for and supplied.

After three days I decided to phone up to try and get the case sorted quicker. I supplied an address from which the items could be collected the following Monday, along with a name & number in case the driver making the collection had any problems and needed it.

The following Thursday I was informed that the parcel was still awaiting collection. I emailed to ask why. As it was Easter weekend I had to wait until Saturday for a reply. The response being that the address was not accessible. Could I phone Tuesday (2nd April) to discuss the matter? I then found out that the collection company claimed the business premises were empty / unoccupied. (It’s not a business it’s someone’s house! And it was occupied all day.) Arrangements were remade for collection. The goods were collected on 4th April.

The following Tuesday (9th April), having heard nothing I emailed for an update. I was advised the following day that yes the returned package had been received and replacements would be sent out ASAP.

Three days later (Sat 13th April) having heard nothing I emailed advising that I would now be escalating the case as it would otherwise be closed on the Monday. Apparently eBay consider 30 days sufficient time for sorting a case. Surprisingly I was emailed back the same morning. I was asked not to escalate as they would have to claim for false re-payment once I had the items. He wrote (quote) “the replacements by the way are leaving Monday for delivery Tuesday” and “I am 110% sure are with you Tuesday”

On Monday 15th April eBay closed the case.

The parcel did not arrive on Tuesday. It came Wednesday on a 48 hour carrier. I should have known something was up when someone claims to be 110% sure!

As a final act of apparent incompetence the parcel contained 18 brackets, not the 16 that I’d ordered. I still have these brackets if you would like them returning. This will be subject to finding suitable arrangements which incur me neither cost nor inconvenience as I feel I have been subject to enough of both.

And any sane person may think that was a "belt and braces" approach from a seller to a buyer who might find fault again.

VoucherMan

Good points.

Maybe best to just leave feedback & mail them if they query it.

They say to contact them if you have a problem with the order but I have no desire to deal with them any more.


Good to get feedback from here before leaving it there.