posted on June 11, 2001 03:49:34 PM
www.ecomplaints.com.
Apparently, they forward complaints to the offending companies. I just posted my lengthy tale there, and we'll see what happens. Can't be any worse thaen the response I have gotten so far.
posted on June 11, 2001 04:36:19 PM
Hi purplehaze,
The information I have states that the transaction was in October and you filed your claim in February, which was well after the timeline specified in the terms of use. I have also been advised that the Buyer Complaint team did contact you about the matter.
What you say about the 30-day window is technically 'true', but it doesn't begin to scratch the surface of the whole story.
First and foremost, PayPal rep 'Shannon' told me that I had 30 days from the date of promised delivery. See this:
Subject: Re: quite poor (KMM7640420C0KM)
Date: Fri, 02 Feb 2001 12:35:02 -0800
From: Expectations- <[email protected]>
To: Rob <[email protected]>
Dear Mr. Militzer,
Thank you for contacting PayPal.
I will forward the information needed to file a fraud report. The fraud report may be filed from the date of promised delivery.
Thank you for your interest in PayPal's Buyer Protection Policy
If you pay a seller who does not ship the promised goods, you should first contact the seller directly and attempt to resolve the dispute. If you are not able to resolve the dispute directly with the seller, you may file a buyer protection claim under PayPal's Buyer Protection policy.
You may submit your claim by replying to this email with the following information (please provide the information in the same format as below):
1) Your email address
2) Date of transaction
3) Amount of transaction
4) Seller's email address
5) Category of merchandise (choose from the following list)
a. Computer Hardware or Software
b. Home/Consumer Electronics
c. Jewelry
d. Antiques/Collectibles
e. Other
6) Type of Dispute (choose from the following list)
a. Non-receipt of goods
b. Goods not as described
PayPal will investigate your claim, contact the seller and, if the seller
does not provide appropriate proof of shipment, a full refund, or other
evidence of a satisfactory resolution, PayPal will seek to collect the
amount of the transaction from the seller on a best effort basis. You and
other buyers who file claims against the same seller will be entitled to
the return of any and all funds PayPal is able to collect from the seller,
on a first-come, first served basis.
Please note that recovery of your claim is not guaranteed. We will
actively work this claim on a best effort basis.
PayPal will seek to resolve your claim within 35 days from the date the
claim is filed, though such time frame may be extended to accommodate the
investigation.
If you have any further questions, please feel free to contact us again.
Sincerely,
Shannon
PayPal Customer Service
===========================================
We at PayPal would like to know how well this response accommodated your
request. Click on the appropriate link to send your feedback. We welcome
your comments.
PayPal's Buyer Protection Policy applies to purchases for which payment was
sent through PayPal on or after 8/1/00. Because your inquiry applies to a
purchase made before that date, we cannot reverse your transaction or issue
a refund.
So, clearly, the claim was filed, processed, and denied for a false reason. This is no longer about 'not filing 30 days from purchase date', and my continual efforts to show that PayPal DID accept the claim are tiresome.
Since PayPal agreed to open this claim, and PayPal lied about the reason for the claim being denied, It is only fair that PayPal step up to the plate, admit (at least some) responsibility for this protracted battle, and do SOMETHING to set it right. Most companies would. It sincerely puzzles me why PayPal has chosen to adopt a customer service policy that serves to confuse, frustrate and ultimately alienate good customers.
As to your contention that a PayPal rep has contacted me, that is false as well. The only contacts I have had (all initiated by ME) have been posted in my original thread. Nothing has been done based on the thread, or your replies.
Thanks for your efforts on my behalf, but how about some RESULTS?
Rob
[ edited by purplehaze1967 on Jun 11, 2001 05:16 PM ]
posted on June 11, 2001 05:30:27 PM
Hi paypaldamon,
The information I have states that PayPal made many egregious errors in handling PurpleHaze's case and told him that "the fraud report may be filed from the date of promised delivery." I have also been advised that PayPal has never acknowledged or apologized for the unsatisfactory customer service he received.
Sincere thanks for sticking up for me when you have no reason to even be involved. Amazing that the only support I receive here is from other users, not PayPal itself. The only things I get from them are delay tactics, quotes from the TOU, and half (or quarter) truths.
take care
Rob
[ edited by purplehaze1967 on Jun 11, 2001 05:40 PM ]
The only things I get from them are... quotes from the TOU...
This is the point that bothers me more than any other. You can read many posts here and on other message boards where people ask questions regarding PayPal's policy, and the answer provided is a copy-and-paste of the TOU. Or the reply to a question is an answer, but not an answer to the question asked.
I find it hard to trust a company that is unable to answer questions in plain english. Or (as appears to be the case with your situation) be willing to admit when they made a mistake, and take responsibility for fixing it.
You can often read posts here on AW from sellers who have inadvertently quoted a shipping price to their buyer which is not enough to cover the actual cost, and they ask for suggestions as to how to proceed. The response from nearly everybody is to accept responsibility for the mistake and ship for the quoted price, even if it costs them some money.
That being the case, I see no good reason why PayPal should be excused from making good on a claim made based on the information provided by their own customer service department.
posted on June 12, 2001 05:42:17 AM
mrpotatoheadd:
You, I, and everyone else (except paypaldamon) seems to be in complete agreement about this situation and what SHOULD happen.
Unfortunately, PayPal has the final say. They apparently feel that they have given me acceptable service, and do not seem too willing to deviate from what they have already stated. As loggia has pointed out, they have not even offered a simple apology for the inaccurate info given to me by their rep.
