auctions

Hi Auction Trouble Shooter, I hope this finds you well. I had an interesting experience this weekend when a number of my listing got VERO'ed. I'm selling rare acetates of songs. These are for the most part, single copies created back in the 60's. The songwriter created this for his masters, lost them in a separation and hasn't seen them in 50 years. We've sold a number of them over the last year but last week, we got VERO'ed by the guys attorney. Ok, they don't belong to him and he knows it but that's another story for Jersey Guys. The issue more so is being locked out of selling on Ebay for seven days which is what Ebay did to us. We got a seven day suspension of listing privileges. We are power sellers and have a 99.7 rating. We've been on Ebay since 1996. Now the fun starts. Can I get it removed. I called Ebay support and talked to support. The person I reached was in Israel. After getting the canned speech on how they can't change anything, I asked for a manager. I get it, sometimes the wonks can't fix things out of their power. Managers at least have some leeway. I'm told I can't talk to a manager and even if I could, he won't change anything. After 15 minutes of asking for a manager and being told I couldn't talk to a manager that won't help me anyway, I figured it was just a overseas thing and I'll try later. I call again and this time I get Manila. And I get the same song and dance and how the support staff can't help me, which I get still. I ask for a manager no less then 5 times and I'm told each time, the answer won't change and this wonk is telling me the way it is going to be. I call back 1/2 hour later and also get Manila again and go and do the same song and dance. There must be someone with some sense that understands I want to talk to a manager but the support staff is doing everything it can to stop me from talking to a manager. I call again and reach another support staff. This time I feel I'm in America, probably out west but when I ask where they are located, I'm told they can't tell me. That's after Israel and Manila both told me where they were located. (I don't want a town, a state is fine and I do that to try and create some type of bond between support and myself). I again run the story and I'm told no help can be had BUT, did I take the VERO test so I know what is legal to be sold on Ebay and not. I hadn't but I'm still asking for a manager and told again, a manager won't do anything different. If this were my company, I'd be retraining and then firing staff that think they are the managers and final decision makers. People normally lose jobs over that type of claim. I take the VERO test. 13 questions. No big deal. Take 4 minutes. 100% correct. I call again and reach support. Hey, where you from, you sound like you have a west coast accent. "I'm in Utah". Bingo, I get Ebay or Paypal.com's headquarters if I'm correct. I explain the issue. I'm told nothing could be done. I say I've taken the VERO text. I'm told nothing can be done. I ask for a manager. I'm told they won't and can't do anything different. I demand a supervisor or manager. I'm done. I'm pissed off. The guy again tells me nothing can be done. I demand again, a manager. The guy says hold on. A woman named Sherry? who says she is a supervisor gets on the phone after 10 minutes of waiting. I explain the issue. She asks if I contacted the person that filed the VERO. I explained I know perfectly well who filed the VERO and I have his home phone number and have talked over the year with him about the collection he no longer owns. (Remember, it's his ex-wife's by decree). I also explain, it will probably take longer then one week to clear the issue with the VERO claimer. I explain, I've been on Ebay for 16 years, I'm a power seller with a 99.7 rating. I'm about a perfect a seller as you can ask for. She say, I see that, I see you took the VERO test and if you'll hold on, I'll remove the seven day suspension. 2 minutes later, she gets back on and she has lifted the suspension. I thank her for her professionalism in this matter, and I ask another question. She says she'll check into the question and email me back. I never get the email. So the first lesson is, never take no for answer and the second lesson is, stand firm and ask for a manager or supervisor since in this case, I didn't get the same answer I got from the 5 other support staff. Anyone else run into Support not wanting to pass calls onto managers for final answers? Regards and good luck selling on Ebay.