I am writing this review to thank Brian, a very special person in the Ebay Leadership Team. After being a faithful and loyal customer of Ebay for almost 20 years, this January I went through a very unpleasant experience. A very expensive kitchen appliance (Vorwerk Thermomix TM6) I had bought from an Ebay seller 2 months earlier stopped connecting to Internet and I sent it to the manufacturer for repair. The manufacturer called me immediately to let me know that the appliance was part of a lot of 288 similar items that were stolen whilst in transit in Belgium. The seller had clearly disappeared with my money and the initial customer service advisors weren't very helpful. Being outside the 30 day guarantee they advised to raise a claim with the credit card, but then, strangely, Ebay fought against the credit card charge back "tooth and nail" so the credit card dispute ended up being rejected. I tried every possible avenues with the credit card, including raising a "Section 75" claim, but they were alway able to find a reason/excuse not to pay, advising to resolve the issue directly with Ebay. In the end of March I called Ebay and explained all the above. The advisor was very nice and put me through to Brian and, for the first time, I had the feeling that someone truly cared about understanding the whole story and helping me to find a resolution. Since then Brian has taken ownership of the issue asking me to provide documents, evidence etc. and kept me informed every week about the status of the refund. He was like a real "guardian angel", it rarely happened in my life to find someone that truly cared. If you should have problems with a purchase on Ebay I seriously hope thst you fill find someone like Brian. Yesterday I got the final confirmation of the refund and today the money is back on the card. I cannot thank Brian enough. I hope Ebay will seriously reward him for taking such a dedicated and attentive care of its customers in trouble, going the extra mile to help and support them. I hope Ebay will also rethink some of its policies. The 30 day guarantee is probably good enough for standard transactions etc. but in the case of stolen goods, for example, there must be more flexibility and care to protect the customers from what is real fraud that unfortunately can take place anywhere nowdays, including Ebay. I hope this review is not too long and can be of help to other customers in similar trouble. Brian, thanks so much again for everything, you have been a true support and a guiding star in the middle of all these very unfortunate circumstances/events!!! I wish you all the very best for your future and career in the company!!! You are a living example of how customers should really be treated and cared for!!!