Nearly Non Existent Customer Service

[bd2595]

I realize customer service has become more and more non-existent over the past few years, but I have to say Ebay is probably the worst  My situation is different but I am sure it has happened before.  I purchased a ride command screen(for $1215) for my 2017 Polaris General on September 16th of 2022.  On September 22nd of 2022 I was notified of a year long deployment for the Military.  I was not able to even open the box from the seller as I needed to prepare myself and my family for the extended absence.  I returned on October 23rd of 2023 and after getting settled into my family I was able to install the Ride Command installation wiring, but when I connected the screen it did not work.  I contacted the buyer and volunteered to send a copy of my redacted orders to prove I was not able to install and even offered to accept a somewhat lower refund, the buyer ignored or refused all efforts and even challenged me to contact Ebay for support.  In my research I found out that he actually sent the wrong screen based on the description and the part number, further, this seller has done this same thing three times to other buyers.  I was told my only option was to report the seller to Ebay, which I did about a month ago, I have received NO response from that report.  I requested a call back four days ago and they said they would take action, but nothing has happened.  I have made screen shots of all messages, the original listing header showing the wrong part number listed (the listing is long gone) and feedback from the other two buyer's that the seller has done this two previously.  I have my orders from the military, and I asked for help but Ebay seems like they can do nothing.  I would like to say the lack of any action from Ebay is appalling, but it would need to improve to get to that level.  I am out $1215 from a seller who has run this scam three times and it's easy to prove, but NO support from Ebay.   

[kensgiftshop · Accepted solution]

Sorry, Ebay provides support for only 30 days after receiving the item.

Since the order was placed in 2022, not much you can do but maybe try small claims court.

[reallynicestamps]

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://www.instagram.com/ebayforsellers/


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
 

[12345jamesstamps]

Not sure what you really expect from a purchase so long ago. No matter where you made a purchase so long ago the affect would be the same no matter who you made the purchase from any store as well.

[kathiec]

Referring the OP to social media support is pointless. There is no place that is going to allow a not as described return a year later. Not eBay, not Amazon, not anywhere. Thank you for your service, but with an item that expensive you should have made some effort to at least open the box and check it out before you left. 

[reallynicestamps]

You bought in September 2022.

You left it in.the box

The eBay Money Back Guarantee ran out  sometime in October 2022.

The Paypal Guarantee ran out in February 2023.

Your credit card chargeback option probably ran out about the same time.

You can try using the manufacturer's guarantee to get a refund or replacement, but most manufacturers only deal with items purchased from authorized dealers

[tobaccocardyahoo]

I don't know where other than Costco you might expect support, and since this is electronic they would have limits as well.

I know of no site where you would be notified of the result of reporting a seller. Most sites treat such actions as protected by the privacy laws.

Although, we share the sympathy for the problem which you experienced while serving our country, it is unlikely any customer service rep, anywhere, would have provided greater support.

[kitschy*loot]

It is extremely important to open packages when you get them, at the very least you'll be able to view the item and take care of any issues that are visible just from viewing. If an item needs testing, you'll want to make sure you test it before all roads to a refund close. I understand being busy with something important, but it probably takes a few minutes to at least open a package since it does appear from your timeline that it was delivered before leaving. All of this is moot after the fact of course. 

The rep you interacted with obviously shouldn't have told you anything would be done to help you; there will be no help for purchases made in 2022.

[mudshark61369]

@bd2595,

Did you check out the Polaris site, to see if there were reviews about issues with their Ride Command systems?  Seller's are not responsible for manufacturer defects the Mfr. is, but they have to be reported while the Mfr.'s warranty is still in effect, and if a seller is not an authorized dealer the Mfr.s' warranty may be void.    eBay actually has one of the best online customer service programs, but it has limits as do most online or B&M store's return policies.

Maybe if you contact Polaris, with your story and a copy of your deployment orders and tell them about the issue. They might be willing to replace the unit.

[bd2595]

I appreciate the advice.  Contacting Polaris was the way I found out that the seller sent me the wrong unit.  I may not have made myself clear on my posting based on the comments.  The seller advertised a unit that was a Polaris Part Number 3286917, the seller sent me Polaris Part Number 3286918.   The seller didn't  just send me a part that appears not to work , the seller didn't even send the part that they listed.  The part number he sent sells for about half of the part number I actually paid for.  This is the third time this seller has done this to a buyer, I would think Ebay would want to take some action on the seller.  I reached out to the seller and offered to return it for a reduced refund, they were insulting in their comments for the most part. 

Let me address some of the less than reasonable comments regarding my deployment.  I have no idea if anyone who commented has ever been deployed or has military service,  judging from the comments, I would say NO.  I was informed less than a week from the purchase about my deployment.  Your first thought when you know you are going away for a year is to prepare yourself and your family for the absence and spend time with them prior to it is not to run over to your eBay purchase and see if you got scammed.  There are a LOT of things that need to be done of much higher importance.   So the snippy comments to the effect of... sorry but you should have opened the box so it's your fault... are not really appreciated.   

I understand what I am asking for is a special case.  As I stated before I am willing to provide my orders and proof that I actually served and have been more than willing to work with the seller and eBay.  I have received nothing from either.   Unfortunately reaching out to the community wasn't any better. 

[gone.c-33]

I’m sorry, but no matter the circumstances, eBay will not act on a dispute for a 16 months old sale, even if customer service was reachable in a minute 24/7/365.

[kensgiftshop]

Sorry, but if they changed the rules for your special case, everyone would have a special case when things don't go they way they want.

I didn't serve, but I'm an old Army brat, dad served 20 years,

[bar233]

THEY HAVE CUSTOMER SERVICE?

[beachfrontcafe]

Ebay doesn't provide support for 30 days. That is a lie. I bought something less than 30 days ago. It never arrived. The seller says tough **bleep** and ebay doesn't show the item in my history so I can't dispute it. I will NEVER buy anything from ebay again and I was a huge customer.

[monster-deals]

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@bd2595 wrote:

but NO support from Ebay.   

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Of course not, there was no support for them to give you after 30 days.

What exactly did you think was going to happen?