[Resolved]  Ebay.in — Refund not received from the grievance team

Address:	400063
Website:	www.ebay.in

Hi Team,

I'm writing this concern with a hope of getting my issue resolved. I am adding the forwarded email below which I had sent to the Grievance team on October 5th for the same query which is pending a resolution. It will give you a high level on my issue from scratch.
Followed by the recent update, I was in touch with Shalini Yadav from the grievance team who called me with a great will of helping me to get my issue resolved. She was good till an extent and I was really happy someone is really looking at my issue. I have got 2 replacements from the seller for my HTC one M7 phone. There were many issues with my phone and the best part was the seller was very well aware of it. I was not ready to take another replacement and that's when Shalini and the seller requested me to take a replacement. I did it, as I wanted the phone but I had no trust on the seller. But as eBay suggested, I went ahead with it and I got the phone with same issues. Irrespective of informing the seller about what a basic feature of a phone. Informed the same to Shalini and she conferenced the call with the seller (Cellpoint) and based on our discussion they asked me to ship the phone back to seller and she said once the seller receives the phone she will process the refund which was agreed by the seller and eBay. For your reference, Fedex Tracking No:[protected] which says its been signed and received by Satish (Seller). I have not received a single phone call from anyone to process the refund. I regret for listening to eBay and the seller now. I have placed several orders with eBay recently and I have accepted it without any concerns. Because, I'm not a person to create nuisanse with no reason. It has tossed my head now. This is ridiculous, Its just going haywire. I don't understand why don't anyone take a good step to get only one issue resolved.
15000/- means a lot for me now. I understand you are a big brand, but I believe this customer service will lead to frustration where i would need to think before placing an order any time with eBay.
Please check my account on the number of orders that I have placed with you and then take a decision on it. I need someone to call me asap and get this issue resolved with no less time or else I would be forced to take this concern legally and return all the purchases made from eBay.

Extremely Disappointed,
Allan
[protected]


From: [protected]@hotmail.com
To: [protected]@ebay.com
Subject: No one Called me yet...!!!
Date: Mon, 5 Oct 2015 13:44:45 +0530

Hi Officer,

Hope you doing well.

I'm writing this concern hoping you would be able to help me out. This is in regards to a new phone (HTC ONE M7) which I ordered on August 15th (PaisaPay ID: [protected]). The phone came in and unfortunately there were several issues with the phone (Camera, Network issues, Sim card slot issues). However, I contacted the seller and through eBay claim[protected] I got it replaced. It took close to a months time to get a replacement. I faced a lot of issues to get that replaced which is not my concern for now. However, I was really happy that I finally received the phone and it worked well for some days. The seller said its a new phone, but it wasn't. As it had scratches on it. However, that was again not my concern, I was ready to use it. Just after I received the phone after 2-3 days my phone was dead. I tried few troubleshooting to fix it. It did not work. After a day it turns on and then again goes off. Now the phone is as simple as a show piece. I was helpless. I was just thinking that do I really have to go through all this again? However, with all courage and patience I called eBay again informing the issue and they said they are going to reopen the claim and will get it replaced or refunded.

And that's where your eBay customer service came into picture. I spoke to ample number of reps and managers. No one wanted to help me. The only thing which they could say is "Sir, You will get a call within 24-48 hours" I don't want to blame them. But as per their protocol, they could not do any thing and I understand. I asked them to escalate it to a Supervisor/Manager. I spoke to Ravi Sharma, Raman, Manoj Kumar from Gurgaon team & finally Akash Bhatt from Ahemdabad. The best part was they all had the same tone and just repeated the same thing what an agent could say. They were just able to say that I will receive a call from the claims manager and he will resolve it. What I liked about these managers and supervisors is the way they make promises and swears. No one can beat them. NO ONE CALLED ME. And, Yes after 20 days of my continous calling/follow ups and talking to managers, I got a call from Vivek (My Claims Manager) who had made up his mind that he doesn't want to help me. He just directly told me he can't help me and cannot do anything for me. I asked him about eBay guarantee and gave him information about your own terms and conditions. He did not wanted to discuss on anything and trust me, an arrogant person among every one out there. He was being very rude and since he did wanted to help me with no words, he cut me off the phone. I simply don't understand if this is called Last mile resolution team? He very well knew that I'm not that kind of a person to simply argue for no reason. Nor, I forced him for anything. But if you see under my account, I have purchased many accessories including 3 phones from eBay and I don't have any complaints about them. Its only one phone which I have an issue with? I don't need any replacements as I don't trust any sellers. I need my money back for my phone which was for 14, 299/-. Its not a small amount for me. Hope you understand.

I'm just hoping that you would be able to take care of my Grievance and will provide me a resolution. If I don't get a resolution ASAP, I will be forced send out all the other products which I recently bought trusting eBay.

Disappointed,
Allan Ashwin
[protected]