Without any claim for a problematic item. Without any contact with our support team. Without writing the reason that he writes a negative feedback.
He just wrote in eBay feedback system the following (in French):
Ne marche pas lightning trigger
I take the chance to inform of our buyers that, they have nothing to gain, if for any reason they are disappointed with one of our products. Especially when they do not report this to our support team.
Theoretically, if someone who bought a defective item, and he did n’t contact the seller, we assume that he accepts the loss of his money.
This is NOT our policy! And we do n’t want to get money from disappointed buyers!, we always offer solutions that are only for the interest of the buyer.
We want all our buyers to be happy with our products.
We have noticed that in one of our lots were found some defective items. So on August 6th 2015, we sent an email to our buyers that we believed they may have one of these items. The email (that we introduce below in this article), was sent to friend vert-de-mer. But he didn’t contact us.
As everyone can see we try to be by the side of our customers. We never leave the customer alone!
We just doing our best…
Here is what we answered to friend vert-de-mer for his negative feedback:
Dear buyer, we recently noticed that you left a negative feedback for our Lightning Trigger. We also noticed that your trigger was marked probably as defected in our records. For that reason we sent you on Agust 6th email informing you that we would like to send you a new trigger if your trigger was defected.
You probably realised that your trigger was defective and you left the negative feedback. But with this action you didn’t solve the problem and it seems that you just lost your money.
We are here again to ensure you that no matter the feedback, YOU DIDNOT lost your money. We are here to give you a brand new working trigger FREE OF CHARGE.
We want you to be a member of our big family of happy buyers. We want you as a friend.
So, please if you wish send the defective back to us, and you will get a brand new checked and fully operational trigger FREE of charge. We also pay you the return shipping cost ($10 for US and $8 for EU).
Thank you very much
The email sent on August 6th:
Technical Support Team
enhance® Software Co.
94 Trikoupi Str