December 19, 2013 2 Comments
After 14 years as a loyal eBay fan, buyer, and seller, I’m pretty surprised at badly they’re trying to fuck me. So much for company loyalty. And once again, I’m reminded of how little companies understand about Customer Lifetime Value. Or how customer service is really marketing function (especially these days).
Here’s the story.
When I upgraded my phone I sold my iPhone 4S on eBay. People in foreign countries pay a lot for these old phones so they can jailbreak them and re-sell them. I’ve done this with every old phone I’ve ever had, and even sold phones for friends and relatives. Never had a problem.
So I sell the phone. The buyer pays for the cheapest shipping, USPS First Class International. No tracking. No delivery confirmation. Nothing. Apparently she’s a gambler.
Fast forward a month and she files a complaint with eBay saying the phone never arrived. eBay immediately sides with her, saying that since there is no tracking, she must be telling the truth. So they refund her money and send me the bill.
She has a 4 month, 4 purchase track record. I have a 14 year, unblemished track record with multiple dozens of positive comments in feedback. But they side with her.
I have receipts showing I shipped it, showing the customs declaration numbers, date of shipment, payment. But they side with her.
Now after several phone calls, emails, and lots of time spent on hold, they’re still telling me I have to pay them for the money they reimbursed her.
Well, good fucking luck with that.
First it was about the money, but now it’s about a principle. And when it comes to principle, I am a stubborn, stubborn man.
So you can get your $327 dollars eBay. When you pry it from my cold. dead. hands.