Reviving this thread instead of starting a new one......Fairly long but all good.
Ebay experiences for me have always been rather easy. In all cases (not all that many - 3 or 4) found in my favour. This week is number 5 and concerned a Stanley SW low angle Jack Plane #62. This is a high end Stanley plane and retails a bit over $200 USD but you can get them from an Factory Authorized Outlet for around $134 NIB. So I bought one about 2 weeks ago and it arrived on Tuesday afternoon (6th) and I got to it when I got home around 8 pm but didn't open it until after dinner so around 9pm.
When I get more costly goods from overseas (eBay or any other retailer) I tend to take photos with my phone of the arrival box, and progressive pictures when I open it (just in case). Glad I did in this instance. The outer shipping box was in perfect shape. The Inner box was also in perfect shape. Upon opening the box, the plane was wrapped in a waxed paper and the whole thing inserted in a clear vinyl bag. All in good shape.
When I unwrapped the waxed paper from the plane I turned it over to look at the sole of the plane and was greeted with a long stretch of sole with a nice nick/gouge on the left side of the sole edge near the throat of the plane that caused a bump in the bottom of the sole about 1.5mm high, making the plane unusable. Sooo. I got on skype and called the seller's hotline in Ontario, CA. Pleasant conversation and they took my email and then immediately sent me an email created a case number and asked for details and photos of the damage which I duly sent them (16 photos in total). As it was getting near midnight, I shut it down for the evening and when I awoke I had a message from them. To which I replied and then they sent me another reply which said......
"We do greatly apologize for any inconvenience. This unit was shipped using the eBay Global Shipping Program. For any damage claim you will need to contact the GSP directly at 877-322-9227 to receive a refund.
Matthew Shaw | FAO Marketplace - Max Tool"
Now they were fully aware that is wasn't damaged in shipment and the damage was probably sustained at the factory before it was wrapped up and boxed for shipment to the suppliers. I don't like the GSP program by Pitney-Bowes so figured I would be having some problems, so I didn't call as I wanted all in black & white, so off to the GSP program site I went. Eventually after a lot of reading, you get redirected to eBay Resolution Centre. :-/
So, armed with the photos I'd already sent to the seller, I sent all of them to eBay as well as images of the email correspondence I'd already had with the seller. (this was Wednesday afternoon). Here's what happened and what I sent & received from eBay.
"Dec 07..................You created a return
Reason for return.......Arrived damaged
I bought this high end Stanley low angle Jack Plane as an heirloom for my son, as my G.Father did for my Father and my Father did for me. It was supposed to be new but it is obviously been damaged in such a manner that it cannot be used as a plane due to the sole of the shoe having been struck apparently extremely hard in order to damage the sole causing a protrusion below the level of the sole. This means the shoe can not plane properly at all and for all intents and purposes it is a piece of junk. I have attempted to contact the seller with photos and such but they tell me I have to get a refund of my money via the GSP (shipped using the Global Shipping Program by Pitney-Bowes). (see attached PDF files of eMail correspondence complete with photos of packaging (undamaged) and sole of plane showing damage. The seller claims that once the GSP program accepts the package all reimbursements must come from them. The problem is not a shipping problem but and piece of defective merchandise from the seller. But I would have to pay my own shipping back and they would only reimburse original costs less a 15% restocking fee. That is a lot of money for something that is not the fault of the buyer. The problem is that the Pitney-Bowes page refers me to eBay so here I am. Respectfully, Ken Meals
5798 Ontario Mills Pkwy, Ontario, CA, 91764-5116"
Last night (Thursday) I received a second email from eBay with my return being cancelled because the seller had requested eBay to step in and help out.
factory_authorized_outlet has asked us to step in and help. We'll make a decision within 48 hours.
We'll get back to you within 48 hours."
This morning I received the following two emails....
eBay ruled in your favour in your dispute case, and a full refund of $134.99 USD was sent to your PayPal account for your purchase from Factory Authorized Outlet. It may take 3-5 working days to receive the refund in your account. eBay will then consider the dispute closed. If you have any questions, please go to the eBay Resolution Centre."
eBay ruled in your favour in your dispute case, and a full refund of $27.48 USD was sent to your PayPal account for your purchase from Pitney Bowes, Inc. It may take 3-5 working days to receive the refund in your account. eBay will then consider the dispute closed. If you have any questions, please go to the eBay Resolution Centre."
The upside to this is the whole thing only took 3 days to sort out (albeit I had all the details & Photos) AND I've got a plane that is only worth half of what I originally paid for it but once the gouge hump has been filed down and the sole lapped it should still be a very usable plane. But I got all my money back as well.
I've never had a problem using eBay/PayPal and the fees that they charge, well, to me it's the ease of handling of legitimate problems to equitable solutions that make it worth while.
I wonder what type of feedback I should give to the seller???