Negative Feedback for an FBA order

[Southern Jewel's Fab Finds]

Shipped in perfect condition.
Received by Amazon in perfect condition.
Placed into my inventory for sale by FBA.
Customer placed order, received damaged.
Negative received.
Contacted Amazon for removal.

Nope.
And here's their frickin' reason:
I have researched our inventory for this ASIN and currently there are 0 units in your Fulfill-able inventory. Amazon Fulfillment Center team requires at least 1 unit for checking and as there are none, they are unable to perform a physical check. Therefore, in this case we would need to go by what the buyer has stated in the feedback. Having said that, you have yet another option to get the feedback removed.

What the heck?
This is not normal.
No, No, No.
I reopened the case.
Nope, no feedback removal.
Anybody run across this flimsy excuse from Seller Support?

I ship to Amazon FBA and assume that my items will be kept in the same pristine condition I shipped to them.
If this is not the case, it's just wrong.

Team Leader here I come with a new case.

[uncleleroy]

I've never heard that one before.... and trust me I've heard some doozies from seller support.  smh

[Southern Jewel's Fab Finds]

Spoke with them today on the phone.
The person I spoke with stated they had never heard of that either and said of course the negative should be struck through.
FINALLY!
Oh...there's more?
She sent the ticket over to the department that handles the feedback with instructions to strike through the feedback as the item was received as new and was more than likely damaged in the warehouse or in route to customer.
Ok...that sounds reasonable.
Makes me happy and I figure this will be taken care of...
Nope?
I receive a note from the department that handles feedback saying they would not be removing the feedback.
The reason?
I have researched our inventory for this ASIN and currently there are 0 units in your Fulfill-able inventory. Amazon Fulfillment Center team requires at least 1 unit for checking and as there are none, they are unable to perform a physical check. Therefore, in this case we would need to go by what the buyer has stated in the feedback. Having said that, you have yet another option to get the feedback removed.

I. Am. So. Beyond. Upset. Over. This. Issue.

Calling again tomorrow.
And will continue to call every single day over this.
I pay high fees to insure that my items are kept in pristine condition and that my customers receive the items in the same condition AND to insure that should an item arrive damaged shipped by FBA I will not be at fault.

Mad?
Dayum Right.

[uncleleroy]

Wow.  Just wow. As if seller unsupport couldn't get any worse...

Time to call President Trump to get it fixed? 

[Southern Jewel's Fab Finds]

Time to call President Trump to get it fixed? 

Ack!
Nope. Nope. Nope.
<smile>

[WayOutWest]

Hoo boy!  I'd be banging my head against the wall, for sure

[Southern Jewel's Fab Finds]

Even after FBA contacted (I have a copy of the email I also copied and pasted) the department that handles feedback...
I just received another notification from 'that flipping department' stating that no the feedback wouldn't be removed.

Ok, FBA states it arrived in new condition.
FBA states it was received in new condition.
FBA states it was shipped out in new condition.
FBA states the item was probably damged in route.

I'm told no the feedback can't be removed by the feedback removal department.

ARGHHHHHHHHHHHHHHHHHHHH!

I do not know what other department to contact...
Perhaps it's time to bother @jeffbezos to a problem that is 100% pure ignorance on the part of his Seller Support System.

I'll be on the phone tomorrow....again.

[WayOutWest]

Yeah, I hate to say it, but it sounds like a time to use the Jeff@  addy   which is absolutely nuts that youd have to resort to contacting the ceo over something that should be such a simple matter.

[Southern Jewel's Fab Finds]

Yessssireee!
I saw a posting on the Seller Forums stating that they held out contacting Jeff Bezos via email.
When they did the negative was lifted.
A seller should NOT have to go through this to have a negative removed that was fulfilled by Amazon and arrived damaged to the customer.

Thoroughly ticked off about this issue. 

[Southern Jewel's Fab Finds]

This regards another feedback issue that I was hitting my flippin head on my desk.
Countless, Countless emails.
Yes, the feedback your product falls under the guidelines for removal, but we can't remove it.
Months and months of reopening case after case.

Finally decided to try Mr. Bezos. (even though it's manned by a crew, it was worth a try)

Your email to Jeff Bezos - RE: feedback removal consideration

Upon review of said feedback, I concur that it is somewhat ambiguous as it does not indicate whether is referring to the product or you service. Given these circumstances and in order to support your selling efforts, I went ahead and removed the entry as requested.

I hope that this result is satisfactory and should you have further concerns, please contact our Seller Support Team at your earliest convenience.



WOOP WOOP!

[WayOutWest]

Crazy that you'd have to go through all of those hoops.  Meanwhile, a FB I left for an FBA seller that sent in cutout DVDs and listed them as new (with condition note of brand new) got quietly pulled by Amazon (I'm sure at seller request) without any notification to me and with no opportunity to leave an alternate FB for her.

[Southern Jewel's Fab Finds]

Really?
Really, Amazon?

Cut DVD's and you left a warranted negative and it was pulled?
Wrong!
That seller needs to be booted from Amazon for breaking rules/regs set up to protect the buyers.

[uncleleroy]

Crazy that you'd have to go through all of those hoops.  Meanwhile, a FB I left for an FBA seller that sent in cutout DVDs and listed them as new (with condition note of brand new) got quietly pulled by Amazon (I'm sure at seller request) without any notification to me and with no opportunity to leave an alternate FB for her.

Did you request a return due to not as described/defective? If someone sends me something like what you received, a return request is immediately what I would do.

[Southern Jewel's Fab Finds]

Worth a try, Steve (WOW).
I'd ask that's for dayum sure.

[WayOutWest]

I woulda, but bought as gifts and they were of a tv series that's hard to find here in the states  (easy to find if you want region 2 dvds, but region 1, not so much).  Which made it really suck that I found myself in the position of giving cutouts as gifts, but. . .

[Southern Jewel's Fab Finds]

Oh My...How embarrassing for you.
I wonder if you worded it this way to Seller Support if you'd have a leg to stand on.