Ebay Feedback Issue

First, let me say I'm not anti-ebay. But I do have a qualm with their feedback.

I purchased a 2010 Unitrade Catalog from a seller in the U.S. (I'm also in the USA). It was a 'Buy it Now' and I paid immediately. I received no communication from the seller -- other than the automatic "You Won" email from ebay.

The book was mailed first class, but it took two weeks from the day I purchased it. Not speedy, but not terribly slow either.

The book was mailed in a heavy manila envelope, but not exactly what I would call padded. As a result, the corners of the book were bent -- not badly -- but enough to bother an anal-retentive guy like me.

My experience wasn't bad enough that I wanted to return the item, or even complain to the seller, but I did try to leave "neutral" feedback. I explained as best I could in the short feedback box.

Then I learned, for the first time in all my years at ebay, that you cannot post neutral or negative feedback unless you check a box saying you tried to contact the seller to resolve the issue.

I don't think that's fair. I don't want to contact him. I got my book, I'm less than 100% happy, but not unhappy enough to make a fuss. I should be able to post my feelings/feedback without having to get confrontational with the seller.

Am I wrong?

KirkS

The customer is never wrong, and you're right to be less than fully satisfied. I totally understand the anal-retentive issue.

BUT, that is eBay's rule and has been for some period of time. IMHO you could have given positive feedback but awarded less than five stars in the appropriate category(ies) and mentioned the inappropriate shipping container in the feedback instead. If I understand it right, less than five stars will eventually result in higher selling fees in one way or another.

Remember, eBay, like the U.S. Government, is a higher power and knows what's best for us even if we don't.

you havent experienced anything yet. ebay sucks some creep bought items off me would not pay demanded freebies then left negative and ebay listened to him. if I had an alternative I would never ever go back to ebay

I feel your pain. When you're the first owner, you want it to be right.

I think I, too, would have taken the "damn with faint praise" approach and then hit the star system a bit. I might have let the seller know of the damage, by starting out the email saying "I won't leave negative feedback, but you should know..." in order to alert him/her.

On a lighter note, do you know how long Unitrade has been colorized? The only one I've flipped through was black and white. I've seen some pretty cheap used copies online, but they are silent as to whether they are black and white or color. I should have one...

C.

I agree with KirkS on the 'should be able to leave whatever feedback you wish' idea.

Perhaps with that check box eBay is trying to prevent the angry sudden response and let one cool down a titch and then respond more calmly. That feedback is not removable once left. (Kirk, you sound like you were calmed down and rational.)

The customer is not always right IMHO but it is good business practice (I think) for the seller to be able to take an opportunity to listen to honest feedback and hopefully correct any wrongs or misunderstandings or miscommunications.

That was a no-no to ship an item that, in the mail system, would be fragile and likely to be damaged. He could have wrapped it in something first and then put it in a heavier envelope. Protected it somehow. Not just to protect the item but to prevent future non-positive feedback and bad feelings.

I sold a thinned stamp once and didn't notice it (I was ill and tired for a week) and the person left positive feedback, but YELLED (with capitals) that the stamp was severely thinned. I was surprised but looking at the back scan of the stamp I did notice the thin when examined closely. I was embarrassed and offered a full refund plus plus. However, I think the fellow was so angry himself to have me 'rip him off' that he must have destroyed the stamp first and left feedback second. He never did respond. I asked twice if he wanted a refund. But, I feel, his feedback for me was deserved. I messed up. Hopefully I learned better. You make a mess, you clean it up.

As laswabbie says about the DSR stars (detailed sales ratings), the fellow left me all 1's and ruined my record for months. Not really deserved, in hindsight knowing the whole story, but it happened.

I guess my long-winded point is that mistakes can happen and it would be nice if everyone could realize that and be able to forgive and then communicate and resolve the matter to everyone's reasonable satisfaction. But, I realize, the above is a lot of shoulds and ifs and you would be lucky to have that happen with every buy or sell.

But to maintain a good business and customers over time, your reputation is everything. And there is why the customer thinks he is always right. But on eBay the seller can block a buyer from buying from him. Preventative medicine.

I don't think you are wrong Kirk. Everyone is different in their need and skills at confrontation and sales and talking to people or emailing.

I think the seller could (and should in a perfect world) learn from his mistake no matter how the feedback was left. It wouldn't kill him, not one feedback, and it is up to him to choose to take advantage of the opportunity to learn something. A negative or neutral or a positive. He could learn either way. And it is nice to put a warning flag up for new prospective customers. He could respond to the feedback, explaining his side, and that would tell customers something also, how he responded tells something about what to expect.

I guess in this world you can only do the best you can do.

I should be a politician, I think I took both sides at once.

This is interesting. As I mentioned back in mid-December, I finally purchased a 2010 Unitrade catalog. It's one of the few times I've gone back to eBay. The seller was Bluenose in the US, so that cut down on shipping costs. I paid a total of $30.95 (postpaid), also as a BIN purchase. I wonder if we bought from the same seller?

I didn't expect to receive it until after Christmas. But to my surprise I got the catalog in a couple of days, just prior to my leaving town, and in a well-padded (bubble-wrap) envelope.

Thanks for the input, gang.

I know I could have asked the seller for a refund or replacement, but I didn't because the damage was minor and I don't want the hassle of shipping the book back and waiting on a new one.

However, after reading your input, I think I will email the seller and share my experience with him.

But I still don't like the idea of posting POSITIVE feedback. Isn't the real issue here that ebay discourages any feedback less than positive? Oh, you can post neutral feedback if you want to, but we're going to put in some extra steps and make you confront the seller first.

Oddly, I guess that more upset with ebay than I am the seller

KirkS

You're spot on here Kirk. I'm not an eBay expert, so I'm not sure what the motivation behind that policy is, but it does limit the buyer's option significantly.




I guess it's not really funny, but

My Ebay score is over 400 to date, and I've never had a problem with Ebay. I've had a few problems with buyers and sellers, but never with Ebay. I guess you just gotta read the rules and go with them. I used to sell and buy cameras. Where else could I do that without the internet...AND Ebay! They offer a wonderful service to all buyers and sellers, and I will happily continue to use them, almost on a daily basis. The only other spot I like better is right here on this forum.
Allan

Point taken, Allan.

As I said in my original post, I don't mean to be "anti-ebay." I've bought and sold cameras, computers, stamps, and miscellaneous junk. And I agree, one has to read, understand, and accept the rules -- they're there for a reason.

By the way, I know lots of stamp people don't like ebay, but I think we'd all have to admit, ebay created a huge worldwide marketplace for stamps where none existed before. Yes, there are other auction sites, but none of them resulted in a fraction of the sales volume that ebay did during its formative years.

Anyhoo....
KirkS

You can always leave a sarcastic positive feedback.. Such as " Great book, received in lousy condition, due to improper packaging "

I don't think you can even do that. It says in the "rules" you cannot leave derogatory comments with the feedback. It will be removed. I don't agree with the feedback guidelines Ebay has in place now. As a result I don't sell on there anymore.

I would side with cjd's opinion. Were I the seller, and sincere in doing business on the e-bay or any other means, I would want to know of issues arising that cause less then satisfaction. There may be little one can actually do to redress the particular situation but the seller should care enough to want to know.