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eBay phone transcripts? Help needed!

zay475
Posts: 7 Forumite
Hi there,
I am currently in a dispute with eBay regarding an item I sold which later arrived back to me destroyed after being lost. The item is a guitar worth £1485 and upon claiming through Packlink, their in house delivery service, I was told that the guitar was not covered by insurance.
Before this however, I had been assured on several occasions by eBay staff that if packlink were to try and pull a stunt like this, that I would still get my money back through eBay themselves. When the inevitable happened and Packlink denied me a refund, eBay said there was nothing they could do, despite the fact that I bought the postage through them and was never informed that my guitar wasn’t fully insured. I contacted eBay again and after many hours on the phone, managed to get through to a manager in the escalation department who has told me he intends to listen to all 15 calls relating to this matter and if he finds evidence of a staff member assuring me I would not be out of pocket, he will refund me the money back. However, apparently he can only listen to 1-3 calls a day after his shift, so I have to wait at least 5 business days to hear anything back from him.
But I am now concerned that it is just a case of him coming back to me and claiming his staff never made any assurances to me. So I was wondering if it is possible to get a transcript of the conversations and if so how? otherwise it is a case of his word vs mine and I stand no chance if I am denied access to the transcripts or a recording of the calls.
Any help would be hugely appreciated as I am at a loss at where to turn.
Many thanks.
I am currently in a dispute with eBay regarding an item I sold which later arrived back to me destroyed after being lost. The item is a guitar worth £1485 and upon claiming through Packlink, their in house delivery service, I was told that the guitar was not covered by insurance.
Before this however, I had been assured on several occasions by eBay staff that if packlink were to try and pull a stunt like this, that I would still get my money back through eBay themselves. When the inevitable happened and Packlink denied me a refund, eBay said there was nothing they could do, despite the fact that I bought the postage through them and was never informed that my guitar wasn’t fully insured. I contacted eBay again and after many hours on the phone, managed to get through to a manager in the escalation department who has told me he intends to listen to all 15 calls relating to this matter and if he finds evidence of a staff member assuring me I would not be out of pocket, he will refund me the money back. However, apparently he can only listen to 1-3 calls a day after his shift, so I have to wait at least 5 business days to hear anything back from him.
But I am now concerned that it is just a case of him coming back to me and claiming his staff never made any assurances to me. So I was wondering if it is possible to get a transcript of the conversations and if so how? otherwise it is a case of his word vs mine and I stand no chance if I am denied access to the transcripts or a recording of the calls.
Any help would be hugely appreciated as I am at a loss at where to turn.
Many thanks.
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Comments
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Additional insurance purchased? I thought they had a £1000 limit?
Adequately packaged?
Website clearly shows that guitars are not covered. One of 3 items chosen that even has a small picture where it says these items are not covered.Censorship Reigns Supreme in Troll City...0 -
Hi, thanks for the reply.
However the merits of whether the refund is appropriate are between eBay and myself. I have already been informed that I will be refunded when the calls have been listened to and it is proven I was told as much, which I was on several occasions. My worry is that the manager may return and deny this. I just need information on if it is possible to attain transcripts or access to the numerous calls I have made, Which is why I posted the query to begin with.0 -
So lets forget call centres.
Why would you send an item uninsured (and likely underpackaged) with such a high value?
Instruments are a high risk item for damage and are often excluded for this reason.0 -
What was said in these calls is not legally binding anyway......so back to the question asked by custardy?0
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What was said in these calls is not legally binding anyway......so back to the question asked by custardy?
It can be legally binding. But only if the information was given to you before entering the contract.You keep using that word. I do not think it means what you think it means - Inigo Montoya, The Princess Bride0 -
I’m quite shocked by the snooty and condescending nature of the replies on this thread, unholy angel is clearly the only person who doesn’t think they are a clairvoyant and has actually given a constructive reply. Three others have quickly gone straight to being judge and jury, rather than trying to help and all assumed that I am some dimwit that sent a guitar in a poorly packaged box and doesn’t read anything contractual before sending an item away.
For the people who have replied negatively for no apparent reason, I did parcel the guitar adequately, it was sent in its original case, inside the original packaging it arrived in when I purchased it. It was a Gibson guitar and their packaging is excellent.
The dispute lies in the fact that the guitar went missing for ten days and when it finally arrived with the customer, it had been taken out of the case and mistreated badly, as well as there being several items missing, guitar strap, multi tool etc.
So when I called eBay and informed them of this I was told that I would be refunded, as the guitar was in such a bad state and for the people who have ‘helped’, eBay agreed that the insurance policy is hidden and not made clear when purchasing the postage.
I simply wanted to know if I was entitled to get the transcripts. Anyway thank you unholy angel for giving me a helpful reply as oppose to the other condescending posts.0 -
unholyangel wrote: »It can be legally binding. But only if the information was given to you before entering the contract.
And seeing as these calls were after the contract had been entered into........0 -
AS above you choose to send uninsured, it is a gamble- I'm sure many have done it and only a few lose that gamble, unfortunately in this instance the gamble was on a high end item.
Customer services on ebay are known for their incorrect advice, they are not usually centred in England and have vague knowledge of the rules on each individual site - each of which offers different services. if you did live chat with them then they will have sent a transcript through to you. If you did it by phone call then it is rare to non existent that any recording is available.
You might try them again (but I suspect it won't help), but stay calm, ranting and getting cross does nothing to help your cause- explain that on X date at X time you were told categorically you were covered - occasionally they do cave in and assist with a goodwill gesture. However as you actually sent something that was specifically excluded by insurance and not even a grey area, I don't think you will get anywhere.
For future reference and for any newbies reading this (and please note we do have an ebay forum - see my signature), using any third party sender - which is what the ebay system is, to send items is not always a good idea as you build in an additional level of bureaucracy. There is no obligation at all to use ebay postage at all, and in many cases going direct to a courier is cheaper. As for insurance, if it says it isn't covered then don't gamble unless you can afford to lose the lot. Instruments are difficult things, very few couriers will accept them- so shop around and get advice for a courier that covers and insures what you need.I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.0 -
I have lots of experience in dealing with eBay, but given the way you’ve spoken to other posters you’re on your own - sorry.0
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Subject Access Request ... send one to Ebay asking for a copy of all information they hold on you. Such information should include (but is not limited to) recordings of any phone calls (or transcripts thereof).
That way you should be able to confirm what was said.
Note however that they have a period of time in which to respond to a SAR with the details ... 30 to 40 days. So this route isn't going to speed things up, but will at least give you evidence.0
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