Very dissapointed with purchase

Forums like this are one of the few effective ways in which consumers, who otherwise are individuals without access to all the relevant data, can get access to the experiences of others so that they can try to behave in the way that economists describe as rational. That is why retailers and suppliers who have poor service don't like forums and other organisations that allow consumers to share information. Those that have good service, and a good attitude to dealing with the stuff-ups that inevitably occur, support places like this.

I don't understand why a retailer would cause this much ill will for less than $20 (even for $40 including post) ... it baffles me.

As far as posting this on a forum - if WW had done it before/without seeking a resolution, then that certainly would have been poor form. However he had tried to resolve the problem with the retailer prior to posting, but got nowhere.

Sounds like the retailer has dropped the ball on this one.

I, also, am with WW on this one. The company had ample opportunity to bring about a favourable outcome for all involved but failed utterly in my opinion. The mantra of 'The customer is always right' doesn't appear to hold sway.
While i won't go as far as saying I will not use them any more (I have purchased quite a few items from there and have only had minor stocking issues to contend with) they will be a long way down the list when it comes to locating an item via the .net.

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Originally Posted by jmk89

Forums like this are one of the few effective ways in which consumers, can get access to the experiences of others .

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and also an extremely effective way for the retailer to get very valuable feedback on their products and service ( if they're prepared to listen)

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Originally Posted by Vernonv

I don't understand why a retailer would cause this much ill will for less than $20 (even for $40 including post) ... it baffles me.

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yep...it's got me buggered as well....:?
If the problem had been sorted as it should have been in the first place, I'm sure WW would have been on here praising their prompt response.

I've had the occasional drama with carba-tec , a quick call ....."problem sir?...no problem".....I'd recommend them to anyone

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Originally Posted by underfoot

and also an extremely effective way for the retailer to get very valuable feedback on their products and service ( if they're prepared to listen)


yep...it's got me buggered as well....:?
If the problem had been sorted as it should have been in the first place, I'm sure WW would have been on here praising their prompt response.

I've had the occasional drama with carba-tec , a quick call ....."problem sir?...no problem".....I'd recommend them to anyone

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Yup, I think that's the issue here. Stuff goes wrong when buying/selling stuff and life goes on. It's the poor handling of the issue that makes them look bad.

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Originally Posted by underfoot

If the problem had been sorted as it should have been in the first place, I'm sure WW would have been on here praising their prompt response.

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I had an all-smiles draft post prepared - in my head, assuming the first salvo would have the desired effect, but alas, no.

Lesson learned,don't buy a $19.00 routerbase and expect it to have the accuracy of a Woodpecker,Jessem or Incra.

No matter who you buy it from.

Clearly there is two sides to every story, the way you have attacked the reputation of this business on an open forum is quiet petty.


I dont think loosing a customer such as yourself will bother them one bit.

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Originally Posted by FRB Design

Lesson learned,don't buy a $19.00 router plate and expect it to have the accuracy of a Woodpecker,Jessem or Incra.

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I merely expected it to perform as advertised. It didn't.

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Originally Posted by FRB Design

Clearly there is two sides to every story, the way you have attacked the reputation of this business on an open forum is quiet petty.

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Of course there are two sides to every story. Timbecon have every right and opportunity to make their case here too. Quiet petty? Should I have screamed my frustrations from the roof tops?

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Originally Posted by FRB Design

I dont think loosing a customer such as yourself will bother them one bit.

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I don't doubt it for one minute. Most other companies would probably take a different view though.

I recently bought 4 Berg chisels from Ebay. The seller assured me prior to my bid that there was little or no pitting on the backs.

When they arrived one had enough pitting to give it a pretty short life.

I emailed him pointing this out; also, since they were cheap, that I would leave no feedback as I figured that he didn't have the knowledge to make the assessment that he did.

In a matter of hours he refunded the pro rata cost of that chisel and emailed an apology.

So while Ebay gets some bagging on these forums, the public feedback system is one that provides some discipline for sellers.

This seller turned a negative into a positive for himself because of course my feedback was now going to be favorable.

The seller WW has been dealing with has just multiplied the negatives. Plain self-interest has been ignored as he's shot himself in the foot.

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Originally Posted by FRB Design

Clearly there is two sides to every story, the way you have attacked the reputation of this business on an open forum is quiet petty.

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Incredible... it is in no way petty. I would say WW has conducted himself in an entirely appropriate manner regarding this issue.

A businesses reputation stands as a result of many things, sales and service included. It is not something that should in any way be protected at the expense of a customers legitimate satisfaction. This is where forums such as this are invaluable. If WW had posted a lengthy tirade, expecting the world on a (free) plate, most would have disregarded the issue. However it seems to obvious to me where the fault lies in this issue.

Yes.

And a customer has statuory rights to redress if something is sold that is not fit for purpose. A seller may try and stonewall, and some presumably do hoping to wear down the buyer, but ultimately under fair trading law if unfitness for purpose is established the retailer has to offer a refund.

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Originally Posted by rsser

So while Ebay gets some bagging on these forums, the public feedback system is one that provides some discipline for sellers.

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Indeed it is. Buyer feedback in all its forms is an essential cog in our free enterprise system. Without it, there is no level playing field for consumers.

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Originally Posted by rsser

I recently bought 4 Berg chisels from Ebay. The seller assured me prior to my bid that there was little or no pitting on the backs.

When they arrived one had enough pitting to give it a pretty short life.

I emailed him pointing this out; also, since they were cheap, that I would leave no feedback as I figured that he didn't have the knowledge to make the assessment that he did.

In a matter of hours he refunded the pro rata cost of that chisel and emailed an apology.

So while Ebay gets some bagging on these forums, the public feedback system is one that provides some discipline for sellers.

This seller turned a negative into a positive for himself because of course my feedback was now going to be favorable.

The seller WW has been dealing with has just multiplied the negatives. Plain self-interest has been ignored as he's shot himself in the foot.

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Sometimes I wish we had a list of eBay Sellers-To-Be-Avoided-At-All-Costs! It is neither practical nor ethical, but I still wish for one.

Recently I won a cast iron level on the local eBay. It was advertised as "BEAUTIFUL CAST IRON & BRASS" and the pictures appeared to back this up. There was no japanning, but that part did not bother me. I should have enquired in writing but I was not going to bid too much - these are not really collectable. I wanted it as it would make a nicer looking 18" straight edge than just a length of wood or aluminium.

Anyway I duly won it. When it arrived I discovered that the brass had been sanded (with a disk sander) and then polished within an inch of its life, and the whole deal lacquered. The centre vial was working but the side ones were missing. I wrote back to complain, and the Seller agreed to take it back, saying, "IM SORRY FOR YOUR INCONVENIENCE /IM NO EXPERT ON THESE TOOLS /WHAT I DESCRIBED IS ITS APPEARANCE AS A WHOLE OBJECT /I SOLD A SIMILAR BRAND LAST YEAR FOR OVER 300 DOLLARS BUT THEREFORE I LOOK AFTER MY CUSTOMERS AND WILL REFUND YOU FULLY PLUS YOUR RETURN POSTAGE".

On one level this looks reasonable. However this Seller has completed nearly 1000 transactions and is not a novice. I was fully aware that I paid about the going rate for a level that does not come on the market much in Oz, but generally sells for less (and in better condition) in the UK (I did my research on that).

I decided to keep the level and fix it myself. In spite of the misleading advertising I liked it enough to keep it. However this did not make the transaction OK. So I left negative feedback stating "Missing parts, sanded brass, lacquered iron. Inaccurately described". If there had been space I would have mentioned that the Seller offered to take it back. My point is that the advertising was essentially fraudulent. Buyer beware this Seller. Having said that, I must emphasise my earlier point that I assumed and did not write to the Seller to check on the condition before bidding. I wonder what she would have written back?

Do you consider this worthy of negative feedback? This is only the second or third time in a decade of using eBay that I have given someone negative feedback.

Regards from Perth

Derek

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Originally Posted by derekcohen

Do you consider this worthy of negative feedback? This is only the second or third time in a decade of using eBay that I have given someone negative feedback.Regards from PerthDerek

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I think you may have been a bit hash on the seller Derek, seeing as he offered a full refund on the item. I guess we do have to take his word that he didn't know anything about the item he was selling. Nevertheless, he offered to rectify the problem with a full refund and an apology and I guess that's all one can expect. I mean if we buy something from a retailer and have a problem with it, the most we can expect is a refund on the item.
I think I would have taken into consideration the feedback rating of the seller too. If it was 100% I would have thought twice about discrediting his rating. We all work hard to keep a good feedback and the last thing anyone wants is a negative feedback to take away the 100% rating. If I was really concerned, as I feel you genuinely were, I would have probably contacted the seller and had a quiet word in his/her ear.
Hope you fixed up the problems with the level.
I get a feeling that you do feel a bit guilty about leaving the negative rating.

Hi John

The reason I posted this was to examine what and when negative feedback should be given in auctions generally (not just this case specifically). So I accept your view and no way will argue your opinion. I will add, however, that I did discuss this with the seller over a few emails. I was trying to make clear that the Seller knew enough to sell vintage tools (- had sold a lot already) and that the advertsing was misleading. Deliberately so I believe. I have a responsibility to check out details first (and I did not do so), but that does not take away the part played by the Seller in the eBay advert. That she (it was a she, not a he) was prepared to repay the amount also does not change the way the item was advertised. My feedback was to alert Buyers that the the goods from this Seller were not as advertised. I did only look at her Feedback history later (again, I should have done this before - I relied on pictures). I left wondering about this. I also accept that I may have been expecting too much. That is for discussion here.

Regards from Perth

Derek