Blatantly wrong negative feedback

[jakielopez2012]

So very recently I received a negative feedback that was (in my opinion) undeserving. The buyer initially messaged me with a problem with their item (a VCR) saying it ate their tape. I responded that I had a video of the item working and maybe the VCR got damaged in shipping. They responded that they were using an old tape, so I assumed things were fine.

They then left a negative feedback claiming they requested the video (they did not) and that I was not responding to their messages. I immediately sent them the video and asked why they left that review after we had been in contact for the past few hours. The buyer then said that the video was not helpful since I did not show the serial number or model number (even though the video was very clearly the same VCR) and that I should have immediately offered a refund since the item wasn't working. 

I have tried contacting eBay multiple times to get the feedback removed since he blatantly was wrong in the review and that the buyer had literally implied that their old tape could have been causing the problem (making it the buyer's fault and completely out of my control), but eBay has been sending copy/paste answers that did not address the situation that was happening. I then had my privileges to contact an eBay agent removed and I am completely in the dark now.

What are your thoughts and how should I proceed?

[tobaccocardyahoo]

Whether you sold the VCR with return privileges or not, you should be offering a refund if returned.

Nothing good will come of this situation Selling used items with a mechanical component is dangerous.

[cstpos]

@jakielopez2012  I would tell the buyer that you had no idea they wanted a refund since they did not open a return request so you could send a return label.I would also explain that since they mentioned the tape was old, that they thought that might have been the problem, and that all was good. Ask them to open a return in accordance with ebay policy so you can get it back and issue them a refund. They may have assumed you'd issue a refund when you said it might have been damaged in shipping, and you thought they were accepting responsibility because they mentioned the old VHS tape.

Feedback is subjective because it's the buyer's opinion, so unless they violate ebay policy, it's unlikely they'll remove it. You could try again after they return it to you and you issue a refund. I would try ebay Facebook for business page and send a private message if you decide to contact them for more customer service support. Good Luck

[jakielopez2012]

Fair enough, the buyer has not requested a return though and he simply stated that I should have offered a refund after selling a defective item. Yea, I think moving forward, I'm gonna stop selling bulky electronics and stick with more robust items.

[chapeau-noir]

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@jakielopez2012 wrote:

Fair enough, the buyer has not requested a return though and he simply stated that I should have offered a refund after selling a defective item. Yea, I think moving forward, I'm gonna stop selling bulky electronics and stick with more robust items.

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I quit selling VCRs last year - it seriously is not worth it.

[slati_2013]

Telling a buyer the item was working when you shipped it does the buyer no good. The item is no longer working. Why? That is not the buyer's concern. Your job was to get it there working. Your response should have been return for a refund or asked what the buyer wanted to do?

Partial refund or paying for the repair. Personally I would have gone with the return for a refund or if a return was not worth it, and repair too expensive, I would simply have refunded the buyer and told them to keep the VCR. As we say here, "it is the cost of doing business". 

[gamersbaystore]

Go to the transaction and report the buyer for violating ebay's policies. Its against ebay's terms to demand a refund before returning the product. Your buyer will lose their MGB protection for good once this is reported.

As for your buyer's claims the VCR doesn't work, how do you know that? Scamming buyers lie all the time that products dont work in hopes you'll just refund them and let them keep your product.

If the VCR didnt work as they claimed, they would be trying to return it, not demanding a refund. A lot of times, the people demanding refunds are typically the same ones who already lost their MBG protection and ebay wont allow them to initiate a return at all.

You handled this all wrong too. In situations like this, its best to offer for them to return the item if they aren't happy with it.

I've had scammers beg for refunds claiming their brand new factory sealed games and movies didnt work, which is obviously baloney. I trust nothing buyers state.

[gamersbaystore]

I stopped selling bulky electronics years ago, the cost of shipping makes it impossible to turn a profit with such items anymore. I used to sell stereo receivers here all the time, not anymore.

[chapeau-noir]

Yeah, I some sold receivers, pre-amps, etc., too - I'm glad I got rid of all the vintage A/V stuff years back. I've got one computer tower left and that's it. I was really picky with the VCRs - they had to be in-demand models and it was pretty good money while it lasted.

[slati_2013]

With electronics like VCRs, the only time it is worth it and will consider selling them is if they are new in the box. You can get premium prices for those. Selling used basic electronics is not worth it. Especially bulky  ones like VCRs. 

[chapeau-noir]

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@slati_2013 wrote:

With electronics like VCRs, the only time it is worth it and will consider selling them is if they are new in the box. You can get premium prices for those. Selling used basic electronics is not worth it. Especially bulky  ones like VCRs. 

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Depends on the VCR model - some used models get very good money because they're hard to find but have still in-demand functions no longer manufactured. Some of NIB stuff goes nowhere. It's really a narrow market.

ETA: Computer peripherals are similar.

[johnrj1226]

1.  A video of  it working at your house is NOT a valid reason, your  package has  been handled by your carrier and could bee subject to  in transit vibrations, temps, handling etc.  The seller is  fully responsible for  the used item to be fully, operational, complete at the time of delivery.

2.  Read and understand the eBay Money Back Guarantee.