I'll let her email speak for itself.
The summary is that I want to save others from the pain I experienced.
If you put new strings on an instrument, this counts as an "alteration", which voids both ebay's buyer protection as well as any warranty the seller had.
Unbelievable. I'll never buy anything on ebay again, I feel so unethically treated.
Thank you for contacting eBay in regard to the Kentucky Mandolin (item #180655366862) that you recently purchased. After reviewing your email, I understand that you received the item from the seller, you restrung the item and when going to play the item it made a buzzing noise and noticed more damage to the item. I also understand that you feel we did not use the messages between the two of you as evidence and would like that concern addressed. As well as the sellers return policy not being taken into account. I know how disappointing it is to receive an item that was not described correctly. I would love to take a moment to explain why the case closed out the way it did.
While reviewing your account, I couldnt help but notice that you have been with us for 7 years, and have dabbled in both buying and selling, and your feedback speaks for itself on how well you handled your account. Thank you !. One thing I did also notice is you dont have a huge history with having to open and proceed with cases, so I wanted to spend an extra moment to explain what transpired in our investigation and how we came to the conclusion that we did.
After reviewing your case, I see you have altered or made changes to the item that you received, this information was received from your initial messages between you and the seller. Unfortunately, when alterations are made to an item, eBay Buyer Protection as well as the sellers return policy is then voided. I regret to inform you that this claim will not close in your favor because of the alterations that have been made. You will also receive an automated email with this same information, but I wanted to take a few moments and explain our decision in further detail.
In summary, because the item was altered upon receiving the item, the buyer protection and sellers return policy has been voided. I would encourage you to continue working with the seller to see if they might have other options for you. In the future please make sure that you reach out to the seller with any concerns you have before making or changing the condition of the item in order to protect yourself from a similar situation.
I want to thank you for your patience with this matter, you have done a wonderful job at communicating your concerns to both eBay as well as the seller, and I wish you the best of luck with this item!
eBay Customer Support