Yes, there's no accounting for how some people give feedback. Sometimes it is grossly unfair or ridiculous.
If you sell on ebay over several years, you are almost sure to run into this trouble sooner or later.
The actual number of feedback, seller versus buyer, can't really be taken into consideration by ebay when it comes to removing feedback, as even a good seller might sell something that turns out to have a fault.
Ebay has no way of knowing if what the buyer stated is true or not. Your video isn't absolute proof that the train is running that way now. I didn't get the feel the buyer was trying to be vindictive, he was writing from his own experience.
However, you did reply and I think if I were a future buyer, I would be satisfied from your reply that perhaps the buyer wasn't running it with the correct controller. I would also be satisfied that the item itself was in working order as such and was 'lovely'. That is what the buyer himself has said.
Sometimes you just have to credit other, future buyers with some common sense. I am sure they may see this neg but your other feedback is good enough to counter it. Unfortunately, it has pulled your feedback % down but it certainly would not stop me from buying from you as the overall impression is you sell great products, well packaged.
Many buyers will never even get as far as checking feedback anyway.
Don't let it get you down too much. Look on the bright side. Okay, you got a neg but the disappointed buyer did not open an ebay claim for a full refund and he didn't contact you where you may have felt obliged to offer a partial refund. So you've sold it clear and free. That's a win!
