Problems with resolution centre - has it been outsourced?

olias

Hi all,

my wife recently opened a case for some socks she had bought that all had holes and the elastic was coming out. She recieved a reply from the seller to ask if she wanted to return just one pair or all of them. There were 3 packs, all faulty so she replied asking to return all and be reimbursed return postage. She did not get a reply and so escalated the
case.

Yesterday she recieved an email allegedly from ebay that couldn't have looked more fake if it tried! It only had one tiny ebay logo, the rest was plain text in a strange font, it referred to the phone she had purchased (although the number related to the socks) and was riddled with spelling mistakes, poor english and grammer and rambled on for about two pages, it was so bad that it was almost unreadable and was difficult to make sense of. We assumed it was fake, although they knew about the case? She went onto her ebay account and saw that the same message was duplicated in her ebay messages so must be genuine.

The gist of the message appeared to be that she could follow a link to print a free postage label (from ebay) and that once the items were returned, ebay would reimburse her.

We have no printer, so she messaged back stating her concern about the non-genuine appearance of the email and also stating that she had no printer.

In reply she recieved yet another long rambling email and message, along the lines of the initial one, and again littered with spelling mistakes, poor english and grammer and making little sense. The gist this time was that she should ask a neighbour to use their printer or go to the library.

We live quite remotely, with no neighbours we know and nowhere near a library so what can we do now? Also has anyone had the same experience lately of very odd, fake/scam looking emails and messages? Have ebay outsourced their resolution centre to a non english speaking country?

Thanks for any replies,

Olias

campdave

Resolution centre is run in Manila.

olias

Thanks, I have used it several times before but have never seen messages as bad as these before, maybe its just this particular member of their staff.

Any ideas on how to proceed as we have no access to a printer.

Olias

porto_bello

olias wrote: »

Any ideas on how to proceed as we have no access to a printer.

If it were me, I would be asking friends, neighbours, the local Council and anybody else where I could lay my hands on a printer and I'd give the owner a quid for their trouble.

In a remote part of the UK, I imagine people are more likely to need their own printers, so one can't be far away.

olias

The problem is, the socks are only worth £12 (3 x £4 packs). We do not know the neighbours, but they are elderly so unlikely to have a computer, and friends/council or library are all far enough away to not make it economic to drive to them to print a label.

Surely, if the seller has failed to respond during a case, then ebay should just be reimbursing me, not faffing around like this?

Olias

porto_bello

Though containing poor English and grammar, the instructions from eBay seemed pretty clear: print the label, return the item, get a refund.

So the choices are:
- Locate a printer and follow eBay's instructions.
- Don't bother and keep the goods.
- Keep on at eBay and hope, eventually, for a different/easier answer/refund.

As the item is worth £12, I'd question whether it's worth continuing with the latter.

theonlywayisup

olias wrote: »

Hi all,

…….and was riddled with spelling mistakes, poor english and grammer
Olias

If the email was also in your Ebay messages then it is bonafide.

If Ebay have offered you a label but you can't print it, let them know. They have been known to make a reimbursement via voucher, so an indirect refund for your postage returns, albeit it will be towards another purchase.

steveo3002

see if you can email the label to someone and have them post it to you

RFW

Ask Ebay to post the label to you, if the department is in Manila they won't be short of envelopes;)

olias

theonlywayisup wrote: »

If the email was also in your Ebay messages then it is bonafide.

If Ebay have offered you a label but you can't print it, let them know. They have been known to make a reimbursement via voucher, so an indirect refund for your postage returns, albeit it will be towards another purchase.

Thanks, and lol at my spelling mistake, but then I'm not part of a £60 BILLION company that should do better

RFW wrote: »

Ask Ebay to post the label to you, if the department is in Manila they won't be short of envelopes;)

:rotfl::rotfl:

Olias