Disputing Negative feedback from - GromHellscream

[SpecializedMMO]

It's been months now that we received this negative feedback. I never really took the time to make a post disputing our case simply because I didn't even know this section existed. I contacted Mike via PM and he told me to make post on here disputing our case.

In any case, on January 25, 2011, GromHellScream ordered a gladiator boost package for his World of Warcraft character. We agreed that he was allowed to pay in installments rather than all at once. As a bonus, we gave Albert (GromHellScream) a free 2v2 boost along with his order because he had ordered a big package. Thus, the 2v2 team was something he did not even pay for, it was completely given to him for free. One day, we woke up to emails with him pissed off simply because we added another member to the 2v2 team.

Additionally, our team was trying to play his character for the gladiator boost, but he attached an authenticator to his account. When we tried to log on, he would never be online and refused to remove the authenticator, making it difficult to even boost his character. For days, he would haggle our EU team leader and complain to him about why they weren't playing. Our EU Team leader would constantly tell him to be online for the authenticator code, instead he would counter saying "i cant be here all the time" but meanwhile he was being impatient about the team not being finished.

He got so mad that he started making threats about contacting his lawyer and suing us to get his money back and cancel the order with us. Without making any argument, we canceled his order and refunded his money. The next thing we know, we got negative feedback on our itrader page.


Here are some screenshots of our emails (edited out is his last name):





Paypal Screenshot of Refund:



Edit: for some odd reason it will not let me add the images, if possible I can send them to a mod via AIM or Skype.

 

[EpicNPC]

Any image host should work like imageshack. I'll wait for the screenshots before commenting.

 

[SpecializedMMO]

Any image host should work like imageshack. I'll wait for the screenshots before commenting.

Postimage.org for some reason doesn't work.

Emails:

http://imageshack.us/photo/my-images/4/screenshot20110729at107.png/
ImageShack® - Online Photo and Video Hosting
ImageShack® - Online Photo and Video Hosting



Paypal:
ImageShack® - Online Photo and Video Hosting


Order Information:
ImageShack® - Online Photo and Video Hosting

 

[EpicNPC]

Ok so there were 2 items, gladiator boost package and free 2v2 boost, what is the $1150 price he mentioned? Is that the full price? I see he paid $575, so he paid about half? Then you refunded him $240, correct? Which is less than half of what he paid you.

How far did you get with the leveling? Was the refund amount agreed upon? If so can you post a screenshot of that?

 

[SpecializedMMO]

I'll explain everything in further detail:

Albert came to us in full greens asking for a Gladiator boost. We told him we would not only accept his order, but we would firstly give him a free 2200 2v2 boost. Not only that, but we also told him right from the beginning that we would add a free full conquest point cap above 2200 2v2 the second week. Once we completed these 2 weeks of work for him we would start his gladiator boost. We were 100% on schedule with his order; completed 2200 2v2 during week 1, and gave him a full conquest point cap on week 2. We were then going to begin his gladiator boost during the third week of his order. For the first few days of the third week we couldn't play because one of our players was ill. And the following day we couldn't reach Albert because he chose to keep his authenticator activated so we were unable to log on to his character. From this point we decided to give one of our players contact over skype to Albert so they could better communicate his authenticator code since we are in US time zone and Albert is in Spain. Let me add here that up to this point Albert has come up to me during the third week to complain about us not being able to play each day that one of our players was sick (during the beginning of the third week). Even after we offered to give him a free 2200 2v2 boost as well as a free full conquest point cap the following week, and we were still on schedule and had a few days left in the third week to continue his order, I decided to give him some money off since he hasn't even paid us the full amount. We were letting him pay in installments at the time. Albert then decided to send his complaints over to the player which we set in contact with him for his authenticator. Our player, not being someone used to speaking with our clients, said the 'f' word, in a non derogatory context (not directed at Albert). Albert took this chance to give us a negative feedback point by stating that we used a curse word in dealings with himself as a client. We never intended for our player to be in contact with Albert, but we had to because he refused to remove his authenticator. We refunded Albert everything except for the 2200 2v2 and conquest point cap because that is the work that we did. We normally wouldn't give a client a free 2200 2v2 boost and conquest point cap and we only gave it to Albert with the agreement that he was ordering a Gladiator boost. It would be a scam in my eyes for someone to do what he did purposefully. We were completely on track on his order of which we were incredibly gracious with.

He wanted a gladiator package. The $1150.00 was regarding the package he was thinking about doing (the gladiator plus full gear). He decided to go with the regular Gladiator package. In any case, I don't have every single email that we exchanged because it was months ago, but I am providing as much information as possible.

Due to him canceling his order, we agreed that we would charge him for 2v2 2.2k boost and refund the rest of the payment. "You can even note in the email he said return me part of the money (discounted the 2v2)." Which we did.

His negative feedback was left due to him thinking we were not respectful, not because of the refund - He was happy with the amount refunded, hence why he did not make a scammer thread.


WoW Screenshot of the 2v2 team:
http://imageshack.us/photo/my-images/28/wowscrnshot012211214616.jpg


Emails:
Imageshack - screenshot20110801at417.png
ImageShack® - Online Photo and Video Hosting
ImageShack® - Online Photo and Video Hosting

 

[EpicNPC]

Here the problem, his feedback wasn't stating you were a scammer, only that he had a poor experience with your service.

I see a partial refund was given, you provided part of the service promised and that an issue arose with an authenticator and not being able to complete the service. I can't really tell who's fault it was and without GromHellscream replying its really a one sided arguement. This was 7 months ago and he hasn't visited the forum since so I don't think I'll get a reply out of him.

This should have been dealt with at the time of the feedback. It won't be fair to members if sellers can just wait a year and start disputing ever negative they receive without the buyer responding.

Sorry, but the feedback will remain.

 

[SpecializedMMO]

Here the problem, his feedback wasn't stating you were a scammer, only that he had a poor experience with your service.

I see a partial refund was given, you provided part of the service promised and that an issue arose with an authenticator and not being able to complete the service. I can't really tell who's fault it was and without GromHellscream replying its really a one sided arguement. This was 7 months ago and he hasn't visited the forum since so I don't think I'll get a reply out of him.

This should have been dealt with at the time of the feedback. It won't be fair to members if sellers can just wait a year and start disputing ever negative they receive without the buyer responding.

Sorry, but the feedback will remain.

There is no where on the forums that states when we can dispute the feedback. NO rules that I see state this. Its not fair to come up with rules on the spot, and I'm sure you would agree. Also, I did try dealing with it when the problem occurred - no one would respond to me on AIM , even I tried contacting several mods and nothing.

I really did not even know about this forum section until you had directed me towards here, had I known, I would have posted and disputed earlier.


I don't think its one bit fair for us either. The way you just described how to handle this thing can be exploited in so many ways. People can receive negative feedback so easily then.

We provided all of the information we could, its not our fault that the gentleman can't revisit the forums, if it wasnt for us telling him to post feedback in the first place, he wouldnt even be a member here.

 

[EpicNPC]

Feedback can be disputed at any time, you're right about there being no rule. However it's decided on a case by case basis. If this was a situation where neg feedback was left and no transaction took place, it would be removed regardless of how long it was.

The issue here is that there was a dispute between the two of you and without input from the buyer there's no way I can tell who was at fault. So perhaps the neg feedback was warranted. How do I know you're not purposely leaving out chats and emails that show you were at fault?

If I removed this feedback, this would allow members to dispute feedback from months and years ago from members that no longer visit the forums, which isn't fair to them.

This forum has been open for a year and was announced in the main MMOBay News forum, (http://vbforums.mmobay.net/mmobay-net-news-announcement/389546-new-itrader-dispute-forum.html) so it is not my or the mods fault you didn't see it.

 

[SpecializedMMO]

You're right; however, I believe regardless of what is done (after hearing your explanation) it would be unfair. Removing it would be wrong, and not removing it would be wrong - so with that said, we'll accept the negative feedback and move on.

Thank you for your time.