Similar thing happened with us.
A buyer left negative " Damaged my item not working"
I called customer care to remove the feedback as it was powership order , broken in transit.
Customer care asking me where it is written that it has broken in transit.
So it means we have sent broken item? really? We are top rated seller since 10 months continously. Why a seller will ship broken item.
That feedback not yet removed sent email so many times.