I have been selling my products on Ebay since 2007. I sell products manufactured in the US.
I try to be very specific and detailed while selling my products. Their policy encourages you to describe the product the best way possible so the buyer will have a clear idea of what he/she will get...what makes sense.
Here is the case: In the description of one of my products (for vehicles) i specify 2-3 times that the product is not OEM (original/factory). It also specifies that hardware is not included and mentions the website with the installation instructions (which are not the same as the original).
Today i received a negative feedback where the buyer says: "Product does not come with hardware and its not a factory part".
Some clients don't like to read long descriptions and I understand that. So to me, that was an easy case to solve. Just have to call Ebay, ask them to read my description, read the feedback and remove it. Easy! That's what i thought...
To my surprise, when i called them the rep, with a broken English told me, that she inform another department and they will send me an email. It was weird because in the past they used to solve problems right there.
The person emailed me saying that they wont remove the feedback because he is entitled to his opinion when he "supposed opinion" is part of my description that he needed to read before purchasing.
I appealed and a supervisor replied to me with the same answer. I replied back and told him that they don't interpret the language the same way we do here in the US. Customer service is handled overseas with different culture, language etc. That explains everything...
Anybody can give me any tip on what to do next?
What can we expect of Ebay in the future, when if our way of living is handled by underpaid people that doesn't have the training to handle a simple situation like this.
