Feedback - follow up Vs reply

[nudder12]

Sold a fridge. Was working perfectly beforehand. Buyer paid cash at pickup and I turned the fridge on to show it was working. Actual payment and pickup was fine so I left positive feedback. They then put it in a trailer and drove it about 80Kms home, and then complained it wasn't working properly. I've offered advice about how to correct the issues (common to fridges) but they've left negative feedback.

Pretty disappointed as I've always been 100% honest, and this buyer is being very unreasonable and unfair.

Am I able to leave a follow up feedback comment as well as reply to their negative feedback? Or will using a follow-up mean I can't reply to their feedback? (and vice versa).

Meantime, I have sent a request for removal of their negative feedback (not expecting any luck there).

PS - character limit in feedback sucks - I could explain so much if I had more available characters