Is this Type of mistaken/unreasonable Determination common for Sellers on eBay?

[synaptic-anomaly]

Below is the Determination, Appeal and Correspondence

Regarding:

Case ID :xxx2139

Return ID :xxx5255

Request reason :Request for return

"Case reason :Our records show you didn't respond to the case"

I resoundingly point to an error made in the determination as stated: "Case reason: Our records show you didn't respond to the case".

It appears that someone has missed the important fact. There is a clear record of my 'responses' directing the Buyer on how this can be resolved (please see the case logs at:  https://www.ebay.com/res/Case/ViewCase?id=xxx2139    then click the '''SEE MORE''' button  )

 It is well documented and I have copies of its entirety of my 'responses' from Dec. 2nd to Dec 7th. It clearly states that the Buyer needed to allow me to resolve his issue and that the device he purchased had a means for self-diagnosing his issue, enough that I could resolve the issue with him. His claim was based on two eBay policy guidelines; 1-Did the item arrive defective?  2-Was the item not as listed? These two 'principle' within eBay Return/Refund Policy apply to my listing (please read the eBay Policy) and these items were dealt with in my correspondence to which the 'Buyer clearly refused to cooperate'. Please read the full documented replies. A reply from eBay staff is being requested.

 Thx

Listing: 363170842363

Two of the Replies to Buyer:

( 1 ) -As I had stated previously, in order for anyone to help you resolve your issues they will need some details about your setup (this is called diagnostics). One doesn’t just make wild guesses and then say the tuner is no good (that’s absurd). So; 1-Most importantly; please use the REC/CAL oscillator (for diagnostics) button on the front of the TU-x701 which will send a tone to both Outputs and take a photo of the resulting dropped channel (issue) shown on your pre-anp Input meters. [these others are because the Buyer indicated that something broke as he connected the unit]  2--Please provide a clearly focused close-up picture of the TU-x701 RCA Output on the back of the unit (if it is hard to focus, set the camera or phones camera app to Flower or Macro Mode). 3--Please provide a list of radio station that you are having a problem with. 4--Please provide a photo of the AM antenna you’re using and how it is connected to the TU-x701. Note: an AM antenna is very different from the FM antenna.  Sincerely DM

( 2 ) -Making a statement that one radio tuner receives better than the one you purchased does not qualify as a proof of defect claim for a return. No where in my listing is it stated that the TU-x701 is going to sound better than your other radio tuner.

With this last and final note: I've provided videos showing proof of quality prior to shipping our unit (see published videos). [(Quality Pt3 at https:] , [(Quality Pt4 at https:] and [(Ship-Proof at https:] -- [(Here is proof of Character at) http://www.linkedin.com -- After repeated assistance and instruction to the Buyer on how to resolve they’re issue and that the unit itself has some 'built-in' diagnostic, Buyer refuses to cooperate along with any request for photos showing the issue. I will add that the videos published to YouTube was for a dual purpose and to demonstrate just how 'not' to be swindled into purchasing audio gear [see videos Pt-1-4 of Sansui TU-x701 Demo on YouTube].