Personally my experience with eBay phone help in the first instance has not been at all satisfactory.

TBH downright unsatisfactory and I would get 1s across the board.

.... however in response to the standard scripted canned responses without any references to eBay own published policies, I just politely request to speak to a supervisor, or have a supervisor call me back. 

Without exception that I can recall, the supervisors that I have dealt with have been able to provide advice / information consistent with eBay policy and assisted me resolve any issues I have had.