On Mar 7, 2013, at 9:39 PM, customerhelp

On Mar 7, 2013, at 9:39 PM, customerhelp_uk@ebay.com wrote:

eBay sent this message to Robinson, Frank (fsr-coins).

Your registered name is included to show this message came from eBay. Learn more about how to tell if an email is really from eBay.

RE: Buying - Returning the item SR# 1-6626097690

Hello Frank,   Thank you for contacting eBay Customer Service about the coin (item # 140895798007) you bought from “coinsverwalter”. I understand that you already returned the item back to the seller and received no refund.

I reviewed your account and I commend you for trying to resolve this with your seller. I know that this is hard for you since you provide considerate time for the seller to provide solution and being open minded with the situation. I'm sorry to hear that you encounter problem with your transaction but please be informed that we have a deadline for buyers to open a case. Opening a case is only 45 days after the payment has been made.

What I can advise you is to contact your seller directly and try to resolve the issue with both of you. I can provide you the steps on how to request for the phone number of the seller.

Here is how:

1. Click 'Advanced Search' at the top of the eBay homepage.

2. Click 'Find Contact Information' on the left-hand side of the page.

3. Enter the item number for the relevant purchase. You can find the item number in My eBay.

4. Enter the seller's user ID on the lower box and Click 'Search'.

We will then send you an automatic email with the seller's contact details. Please be aware that we will send the seller your contact details at the same time. We feel it maintains trust and fairness on eBay if members are made aware when other members request their contact information.

I have forwarded a report onto the appropriate department about the seller but please understand that proper investigation must be done first before we can warn or worst is to suspend the seller because of several complains that was filed against him. If you want I can walk you through on how to report seller for seller non performance. Here's how:

1. Click "Help" at the top of most eBay pages.

2. At the Help page, please type at the search box "Reporting Inappropriate Trading Behaviour".

3. On the next page, please find "Buying".

4. Please click the lick for "Transaction interference".

5. On this page, please find "Why does eBay have this policy?" and click the "report it to us link".

6. You will be directed to a page wherein you need to fill out the information needed for this seller to be reported.

7. After providing the details, please click the "Send button".

Here are a few more options to help you resolve this:

- If you'd like advice on your consumer rights, you can contact the free Government advice line Consumer Direct on 08454 04 05 06.

- Contact the postal carrier with the tracking number, if the seller has provided one. The postal carrier should be able to investigate further.

- For advice from the Metropolitan Police about Internet fraud and for information about how to contact your local station, go to:

http://www.met.police.uk/fraudalert/internet_auction.htm

If you do decide to contact your local police, we'd be happy to help with the investigation if needed - police officers can email us by following the link below and then clicking on Law Enforcement (to be used only by the reporting officer).

http://pages.ebay.co.uk/safetycentre/

I have outlined some tips below which may help you to avoid similar issues in the future:

1) If you have not received your item after the estimated delivery date you can use the ask the seller a question function to get in touch with your seller

2) If you received an item that doesn't match the seller's description, you can open a case right away.

3) If you haven't received an item, you can open a case 24 hours after the estimated delivery date (if available) or 8 days after you paid for the item (if no estimated delivery date was provided).

4) Be sure to open a case no later than 45 days after paying for the item. To learn more about the eBay Buyer Protection program please visit this link:

http://pages.ebay.co.uk/ebaybuyerprotection/index.html

I know this was not the response you were hoping for but I am sure you can understand that our current policies do not allow us to hold sellers accountable outside this timeframe.

I trust this information is helpful and wish you all the best on eBay in the future.

Kind Regards,

Rachel Orchard

eBay Customer Service

 From: <frank@fsrcoin.com>  Sent: 3/7/2013 1:41:13 PM  To:  CC:  Subject: Buying - Returning the item

Sent:	2013-03-07 06:40:06.0
Subject:	Buying - Returning the item
Enter item number(s)	140895798007
Enter your question/concern	After seller said he would accept return, due to doubts about authenticity, I sent it by registered mail #RB582151737US, on Jan. 12. After several messages exchanged with seller saying he hadn't received it, I checked Postal Service tracking, which reports the item was delivered on Feb. 4. Seller still claims he did not receive it
BREAD_CRUMB	Help+Contact+Us+Next+Gen
BROWSER_INFO	Mozilla/5.0 (Macintosh; Intel Mac OS X 10_6_8) AppleWebKit/534.57.2 (KHTML, like Gecko) Version/5.1.7 Safari/534.57.2

[THREAD ID: 1-6626097690]

MY RESPONSE: This response is simply not acceptable. I want to talk to someone at eBay about this. It seems to be impossible. I telephoned and the recorded message says I should click on a "live help link" but I find no such link.

Frank S. Robinson

518-482-2639

Hello Frank,   Thank you for getting in touch with eBay Customer Service about the coins (item 140895798007) you purchased from "coinsverwalter" and I understand that you have returned the item back to the seller yet you haven't received your refund. I'm sorry to hear that the transaction didn't go as expected. Please allow me to explain what happened.

Frank, I have tried to open a case in your behalf for us to be able to protect you from this claim but I also failed to only to find out that the transaction for this item has been made for more than 45 days ago. In order to be eligible for eBay Buyer Protection, you need to submit a claim within 45 days of payment date. As you have past this timeframe, you are unable to open a claim.  If you've sent an email to the seller and haven't gotten a reply, I’d strongly recommend that you contact the seller by phone as we’ve found a quick call can often solve misunderstandings with transactions. You can request the seller's contact information by clicking “Find contact information” in the link below:  http://www.ebay.co.uk/sch/ebayadvsearch/?_sofindtype=9&&tokenstring=GQfaXgcAAAA%3D  We'll send you an automatic email with the seller's contact details. At the same time, we'll also send the seller your contact details as we feel it maintains trust and fairness on eBay if members are aware that another member has asked for their contact information.  I’d also like to offer some advice below which may help you to avoid this situation in the future:  1) If you have any queries regarding an item, you can use the “ask the seller a question” function on the item page  2) If you received an item that doesn't match the seller's description, you can open a case right away.  3) If you haven't received an item, you can open a case 2 days after the estimated delivery date or 7 days after you paid for the item (if no estimated delivery date was provided).  4) Be sure to open a case no later than 45 days after paying for the item.  In addition to, please be advised that you can also report this situation to the trading standards as I trust they can help you get your money back.  I know this may not be the answer you are hoping for but I trust I was able to explain things clearly on what you can do about this problem. Thank you in advance for your understanding and we still look forward to your continued support here on eBay.      Kind regards,  Bridget Carthy eBay Customer Service

MY RESPONSE: Sorry, your answer is still not satisfactory. I want to talk to a live person. Why does eBay make this so difficult or impossible??

Your 45 day policy is unreasonable when it comes to foreign transactions, given the length of time that registered mail normally takes in such cases. I returned the item in a timely manner but I was not aware that there was any problem until the 45 days had already elapsed.

You mention "you can also report this situation to the trading standards as I trust they can help you get your money back." Please be specific about this, I definitely want to do this.

Hello Frank,  Thank you for writing to eBay Customer Service regarding the coin (140895798007) which you purchased from your seller “coinsverwalter”. I understand that you feel this could be resolved more quickly over the phone.

I acknowledge your effort in explaining your situation. I understand how that would be upsetting. This is something that we definitely look into and let me take care of this for you.

Frank, we are unable to make an outgoing calls and our phone support is limited to inbound calls only at this time.

You'll need to verify yourself with a temporary PIN when you call and here's how:

- From our homepage, click the "Customer Support" link on the top, right hand side of the page. You'll be asked to sign in. Enter your question and click "Call us" on the right hand side and you'll be given your PIN.

Bear in mind the PIN number generated is only valid for 15 minutes, so make sure to call us shortly after having received it. You'll need to repeat this process each time you call.

Should you require any further help, please don’t hesitate to contact us by simply replying to this email or giving us a call on 0800 358 6551 to speak to a dedicated member of our eBay Customer Support.

8:00 am - 10:00 pm Mondays - Fridays

9:00 am - 6:00 pm Saturdays & Sundays

For faster service, please use a PIN for verification. To get it, please log in to your eBay account and click on "Help Pages".

I trust this information is helpful and wish you all the best on eBay in the future.

Kind regards,

Julia Tyler

eBay Customer Service

MY RESPONSE There is no "sign in" and no "call us" option on any page accessed from "customer support." (Nor is there any "live help" button as stated on your recorded telephone answer.)

I am frankly getting pretty angry at the difficulty of discussing this with you.

FSR

(LATER): Furthermore, nor is there any "help" page when logging into "My eBay"

FSR

Hello Frank,

Thank you for writing to eBay Customer Service regarding the coin (140895798007) which you purchased from your seller “coinsverwalter”. I understand that you wish to talk to our customer live support. I’m sorry for the inconvenience that this transaction has caused you.   I know your time is valuable, and I admire that you're taking time to share your experience with us regarding this transaction.   Frank, I have carefully checked your account and I can see that my colleague already provided the steps on how to contact us by phone. You'll need to verify yourself with a temporary PIN when you call and here's how:

Bear in mind the PIN number generated is only valid for 15 minutes, so make sure to call us shortly after having received it. You'll need to repeat this process each time you call.

8:00 am - 10:00 pm Mondays - Fridays

9:00 am - 6:00 pm Saturdays & Sundays

For faster service, please use a PIN for verification. To get it, please log in to your eBay account and click on "Customer Support".    You are a valued eBay member, and we want you to get help when you need it. If we could be of any further help please don’t hesitate to contact us again by simply replying to this e-mail.    Kind regards,

Naiome Timmons

eBay Customer Service

MY RESPONSE: You keep giving me these instructions. THERE ARE NO SUCH FEATURES ON YOUR WEB PAGE

FSR

Hello Frank, Thank you for contacting eBay in relation to the coin (140895798007) which you purchased from your seller “coinsverwalter.” I'm sorry to hear you are having difficulty reaching us. Allow me to assist you.  In order for you to call us here is our contact number.  0845 355 3229

eBay Hours of service:

8 am-9 pm Mondays - Fridays

11 am-5 pm Saturdays & Sundays

I hope the above information was useful.

Many thanks,  Marie A.

eBay Customer Service

MY RESPONSE: Now you've given me a disconnected number.

I AM GETTING REALLY F E D U P !!

FSR

Hello Frank,

Thank you for writing back regarding the coin (item 140895798007) you recently purchased from "coinsverwalter". I'm sorry to hear that this transaction didn't go smoothly as expected. I understand you're unable to contact us.

Frank, I apologise for the inconvenience.

I understand you've already returned the item to the seller but he's claiming he hasn't received it.

Unfortunately, because this listing ended 45 days from the time you made the payment, it's too late to open a case in the eBay Resolution Centre or the PayPal Resolution Centre. We have a 45-day deadline as we feel it's a fair amount of time for buyers to identify a problem while allowing for delays in the post and personal circumstances.

Here are a few more options to help you resolve this:

- Talk to your seller. Copy this link into a new browser window to request their contact information:

http://www.ebay.co.uk/sch/ebayadvsearch?_sofindtype=9

- If you'd like advice on your consumer rights, you can contact the free Government advice line Consumer Direct on 08454 04 05 06.

- Contact the postal carrier with the tracking number, if the seller has provided one. The postal carrier should be able to investigate further.

If you funded the purchase of this item via a credit/debit card or bank transfer you may be eligible for payment protection directly from your bank or card provider. You may wish to contact them directly to find out what options they can offer you.

I trust that this information helps and I wish you all the best on eBay in the future.

Kind regards,

Adam McCabe

eBay Customer Service

MY RESPONSE: Totally unresponsive. I will be complaining by mail to eBay headquarters about the utterly atrocious customer service you have been giving. Repeated non-working phone numbers etc. You should be ashamed of yourselves.

FSR

Hello Frank,  Thank you for writing to eBay Customer Service regarding the coin (140895798007) which you purchased from your seller “coinsverwalter”. I understand that you wish to talk to our customer live support. I’m sorry for the inconvenience that this transaction has caused you.

Frank, we truly value you as a member here at eBay and are committed to providing you with the best customer Services possible. I know your time is valuable, and I admire that you're taking time to share your experience with us regarding this transaction.

I have carefully checked your account and I can see that my colleague already provided the steps on how to contact us by phone. You'll need to verify yourself with a temporary PIN when you call and here's how:

Bear in mind the PIN number generated is only valid for 15 minutes, so make sure to call us shortly after having received it. You'll need to repeat this process each time you call.

8:00 am - 10:00 pm Mondays - Fridays

9:00 am - 6:00 pm Saturdays & Sundays

For faster service, please use a PIN for verification. To get it, please log in to your eBay account and click on "Customer Support".

In order for you to call us here is our contact number.

0845 355 3229

eBay Hours of service:

8 am-9 pm Mondays - Fridays

11 am-5 pm Saturdays & Sundays

I hope the above information was useful.

Kind regards,

Lisa Sims eBay Customer Service

MY RESPONSE: Please submit this matter to a supervisor instead of repeatedly giving me canned responses with phone numbers that have been disconnected and on-line instructions that do not work.

(This was followed by another reply from yet another name, repeating exactly the same boiler-plate language as before without responding to what I've said.)

MY RESPONSE Repeating the same boiler-plate as before is not responsive to anything I've said. Your customer service is disgraceful. I am sending a letter of complaint to the President of eBay

Guten Tag fsr-coins,

vielen Dank f¸r Ihre Nachricht.

Wir werden Ihnen so schnell wie mˆglich antworten. Bitte schicken Sie uns in der Zwischenzeit keine weiteren Nachrichten zum selben Thema.

Falls Sie eine weitere Frage haben, nutzen Sie bitte unser Kontaktformular:

http://pages.ebay.de/kontakt

Geben Sie dann Ihre Frage ein oder klicken Sie auf eines der vorgeschlagenen Themen. Auf diese Weise stellen wir sicher, dass Sie uns auf den schnellsten Weg erreichen und die richtige Antwort erhalten.

Mit freundlichen Gr¸ﬂen

eBay-Kundenservice

MY RESPONSE: Ich nicht Deutsch gesprechen!

No further response from eBay