I did everything by the book, and by their rules.
I bought a guitar online for $4,000 by having the seller send me a paypal invoice
Paypal terms say that I am protected if the seller sends me a counterfeit item and there is a Paypal invoice for the transaction (there is)
The seller sent me a counterfeit guitar.
Paypal told me to get documented proof from a guitar repair person and to send the guitar back with signature proof of delivery. Paypal told me to upload both documents to Paypal. I did both
Multiple representatives told me that I did what was asked and that I'd be refunded in a few days, but they have no power because the mysterious "back office" is handling this claim due to it being over 1,000 dollars. Back office has no emails and no phones accessible apparently
After talking to 10 people and calling for 4 weeks, Paypal denied my claim. Each person I spoke to said a different BS reason
Reason 1: The signature at the address wasn't from the person who sent the guitar (there is nothing in their policy that dictates who the signature needs to be from, and a rep on the phone verified that
Reason 2: I didn't provide tracking and delivery confirmation info (I know, ironic how they could claim #1 and #2 at the same time. I resent them the info, and they re-confirmed that I in fact sent the correct info
Reason 3: That the guitar was a "resale" (again, nothing in their policy saying anything about that exluding me from buyer protection. I verified with a rep on the phone that this was BS)
Reason 4: I had someone repair the guitar (uh, what? This is bogus and not true)
I called back, again, and reopened the case, but the whole process is just starting over again, with little hope for me I fear. Don't know what to do