Performance of GEB over the last one month - i2cseller

[josephanand]

I had the following problems with my most recent transaction with i2cseller (of eBay's Global Easy Buy)
1. Does not respond to emails
2. Does not respond to concerns raised
3. Unable to call their toll free number (always engaged)
4. Provides false shipping details (causing your money to not be refunded after the due date)
5. Does not ship the product
6. Even eBay's customer support seems to be unable to help with GEB

This was surprising since I never faced a problem earlier with eBay or Global Easy Buy. So I decided to have a look at i2cseller's feedback profile at
http://feedback.ebay.in/ws/eBayISAPI.dll?ViewFeedback2&userid=i2cworld_inc3&ftab=AllFeedback

What is clearly obvious is that over the last 1 month the negative feedback is very high compared to the last 12 months. The feedbacks at the time of posting this feedback is 673 positive and 105 negative. Their feedback rating when computed for the last 1 month alone is below 90%.

My previous transactions with GEB had no problem whatsoever. When I read through others negative feedbacks, there were others too who had the same problems as mine.

I wonder what eBay India is doing about it. In my calls to eBay customer support they seemed to be more ignorant about the status of my GEB transaction than me. I had called the courier service ICC World to confirm if the item has been shipped. They told me there was such AWB no in their database and so it has not been shipped.
I also have a look at the corresponding item on ebay USA website and bookmark it to know the status of the transaction. In this case there was no confirmation from i2c on whether they have been able to purchase the item. I also found that the corresponding item was purchased through bidding and not outright purchase. So i2c first did not purchase the item, did not ship it and yet gave false shipping details.

Also the GEB process can be simplified and improved by eBay handling all the purchase related processes with eBay International and i2c being involved only in the shipping of the product.

[Anonymous]

Dear Joseph,

How are you? This is Sushant from eBay Global EasyBuy.

Thanks for pointing out your concerns on the service levels of i2cworld. We have been very concerned of the same and have made focussed efforts in significantly improving the buyer experience on Global EasyBuy over the last couple of weeks.

As you yourself might notice on i2cworld's feedback page, the seller's feedback over the last one month has moved from a 86% levels to a 94% level (with 51 negative feedback in the last 1 month compared to 105 negative feedback a couple of weeks ago).

Having said that, there is a lot of ground to be covered and we are doing everything possible to ensure folks like you who make purchases on Global EasyBuy are provided the best of service.

If you have any other concerns/feedback relating to Global EasyBuy, feel free to reach out to me at sushant@ebay.com

Regards,
Sushant

[josephanand]

I am attaching a copy of the recent proceedings of the community court, which would make it quite clear that the way GEB has improved its feedback ratings is by getting them removed through the community court. I am also attaching the summary of the Seller's appeal, the summary of my response and the courts decision in this regard.

First I would like to state that my feedback (currently removed) was a negative feedback based on the fact that the seller provided false shipping information, thus abusing the due process wherein if the item was not shipped, the money would have been refunded back within the shipping deadline.


1. Seller's appeal
The seller appealed against my negative feedback by stating that according to the terms and conditions of GEB, delivery is conditional to being able to procure the product from eBay's Global site.

2. My response:
My response was factual and based on the following points:
a) Providing false shipping information, thus lying to the buyer and delaying the refund by over 20 days.
b) Failure to replying to my email
c) Failure to answer my phonecalls
d) eBay's customer care inability to contact i2c and provide me with any response.

3. Courts decision:
My feedback to me removed with a majority of 51%

There is no way for me to know the basis for the entire "kangaroo court" proceedings.


Copy of the recent email conversations with TnS

You fail to realise that as GEB is a service being actively promoted by eBay, it needs to ensure
higher levels of standards. Providing false shipping information is definitely not expected.

My feedback to GEB on the basis of the following points was rejected by the community court.
1. False shipping information provided
2. Not reachable through phone, email or even through eBay

There is a serious misunderstanding here. Let me correct those
1. This is not about non delivery of item. This is about providing false shipping information
2. There were many attempts from my side to contact the seller. I received no response.
3. This is not about being on the losing side, but not knowing the reason for doing so. The reply
by the seller to my response on the community court is not visible to me and you call the entire
process fair. This is a mockery of the buyers right. There is also no way for the aggrieved party
to know the basis for the jury to arrive at the decision. This is no community court, but just a
kangaroo court. By removing the right to cross-examine the sellers reply, you have made a
mockery of the buyer.

ps: Mr. Sushant, I now know the reason for the increase in the feedback ratings of GEB. It is by
removing the negative feedback ratings of the buyers that i2cseller (GEB) seems to have achieved it.

On 25 July 2010 15:14, eBay India Customer Support - inrswebhelp wrote:

Hello,

Thank you for writing to eBay. Please allow me the opportunity to assist
you further with your concern on seller terms on feedback.

Please note that as per some policy enhancement made in February 2008
Sellers are no longer able to leave negative or neutral Feedback for
buyers. Since sellers have no option to neutralize the impact of a
negative feedback which they might feel unfair or unwanted, there may be
instances where they request to contact before leaving a negative
feedback.

I realize how frustrating it can be when you have sent the seller your
money and you did not received your item. Even in such cases before
leaving negative feedback for a seller it would be advisable to contact
the seller and resolve the issue as ebay does provide many avenues for
resolving such disputes.

Please note that Community Court works totally independent of any eBay
control or interference. I can understand if you feel the Community
Court has been biased, I am sure, you are aware that in any judgement
there is an aggrieved party feeling betrayed.

Unfortunately we don?t have a system where you can appeal against
Community Court verdict. Since it is a decision collectively taken by
qualified and experienced eBay members (both buyers and sellers) we
think there is no need for any forum for appeal.

I am sure you have made your points very clear by giving negative
feedback and made the seller aware that as a seller he cannot ignore the
sensibility of a buyer.

Your cooperation is appreciated in this matter.

Best Wishes,

Sunilraj N.
eBay India Trust & Safety



Protect your eBay account by changing your password regularly. For more
information, please visit the link below:

http://pages.ebay.in/help/newtoebay/account_protection.html


Original Message Follows:
------------------------

Form Message: %42200% 052909
D_ID072420100719D_ID/W_ID207007590W_ID/S_ID203S_ID
Subject: FB=C00230 The problem you're having with feedback isn't listed
[180513277760 #IN US $IN 100771B !12283! 060509 ?01 -01 ]
User Feedback: 11
User State: ?01

Browser info: Mozilla/5.0 (X11; U; Linux x86_64; en-US; rv:1.9.2.6)
Gecko/20100628 Ubuntu/10.04 (lucid) Firefox/3.6.6

Feedback > Feedback Concerns > The problem you're having with
feedback isn't listed


Item number:
180513277760 $IN


Message: I am really concerned with the manner in which the community
court has addressed the matter of my negative feedback for GEB. My
feedback was fair and to the point. I had no opportunity to review GEB's
reply to my complaint. 51% of the votes does not make a majority. If
this is indeed the way you carry out the community court proceedings, I
have to confess that I would no longer like to be associated with eBay.
There is no information on the reason why my feedback has been removed.
There is no way for the buyer to know the seller's response to my
justification for the feedback rating. Is this indeed fair in any
place?

[josephanand]

Hi josephanand,

Item Number: 180513277760

Feedback Content: False shipping information provided, unreachable through phone/email.

The Community Court has decided that the feedback for this transaction should be removed with a majority of 51% of the votes.

eBay TnS will be acting on this outcome shortly.

Thank you for your participation.

Sincerely,
The Community Court

[c153niyam]

well...u do realize seller cannot leave -ive so the only recourse for seller left is to appeal in CC. U do have a chance to respond and read his reply in 10 days. Then he will respond, which u cannot read..TRUE but lets say u read his response.then what? it will be a wresting match forever! But yes, u do have a point - atleast u should be aware of what his response is - even if u don't have further recourse through appeal etc.

But the fact that u were unable to reach him and his failure to respond to ur emails is grounds for -ive IMHO - as long as u were not sending unnecessary emails etc. to him however ; if that is indeed the case.

I have had good deals wth i2c never a problem, however.

[josephanand]

My first two transaction with i2c went on without any problem whatsoever. It was the third that seemed to have a problem (also the time during which he received many negative feedbacks)

[varun_singh]

The same thing is happening with me. i2cseller_inc3 sent me the wrong airway billing no. and has not replied to any of my messages. It has been almost 3 weeks and i have no idea where my shipment is or if the seller even shipped it.

[seshuaseema1967]

I am now facing simmilar problem with i2C. They have forwarded me a wrong item and are askening me to send it back to them before they can send me the correct item. They are not very clear as to who should born the postal cost and how is it guaranteed that they will send me the correct item after that? I am not happy with their response. Please comment

[kidsfront]

I was about to order a mobile phone using GEB but during order process by chance I checked rating of "i2c world Inc" and it was my surprise feedback rating was something 95.xx%.

Most of negative feedback was recent. It was my surprise how ebay has this kind of untrusted setup where ebay on other side offer buyer protection. But reseller with 95.xx% rating has been endorsed by ebay.

I stopped by order processing. I need to buying a mobile which is not available in India at present, I need an alternative option for this.

[josephanand]

i2cseller/GEB is just a way to procure items from eBay International without too much of the hassle. I had 4 transactions with i2cseller. Transaction 1, 2 and 4 went through without a problem. Transaction 3 however did not. The product was never purchased from the International seller, and worse false shipping information was provided. This is the primary problem with i2cseller which requires the customer to claim for a refund after 25 days, when ideally the refund should be automatically processed within 10days.

Except for the delay in refund, there should not be much of a problem with i2cseller. And yes most of the negative feedback is recent because he manages to get the older ones overturned through the Community court which in my opinion is a joke.