Customer support regarding dangerous welder recall support responce

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Summary: 882anthony shared their experience with eBay customer support regarding a dangerous product recall involving a welder. They received an automated email from eBay about the safety recall but faced challenges in obtaining a refund or return since the item was purchased over a year ago. eBay directed them to contact the seller or Citizens Advice for further assistance, as the eBay Money Back Guarantee only covers returns within 30 days. A follow-up response from tobiasd4 advised contacting Citizens Advice if the seller is unhelpful and suggested searching online for more information about the recall.

I got this email from ebay yesterday

We take product safety very seriously.

We’re reaching out to you because an item you purchased may have been recalled or pose a safety hazard.

We recommend that you stop using this product.

If you have questions about the item(s), please reach out to the seller or the manufacturer. Item details are listed below.

Please stop using this item and return it to the seller.

Formal sample testing found the product to be unsafe with multiple failures,

including risk of electric shock,

fire and explosion. Please follow the instructions from eBay

- 3 IN 1 MIG Welder Gasless ARC MMA Inverter 270A 220V Flux Core Welding Machine

So contacted ebay via the chat platform this is a copy of the responce

eBay Assistant: Hi 882anthony, this is Vipasha.

I'll leave you both to it and come back once you're done.

eBay Assistant: Thanks for contacting eBay Customer Service.

My name is Vipasha, and I’ll be assisting you today.

eBay Assistant: For security purposes, can you please provide your full name?

You: Refund Request for Recalled/Hazardous Item (Item ID: 335890361931) Hello,

I received an official safety alert from eBay stating that a product I purchased is unsafe due to

"multiple failures, including risk of electric shock, fire and explosion. " The

eBay Assistant: Hello, hope you are doing well. Nice to meet you here on the chat.

eBay Assistant: Upon reading your query,

I understand that you are contacting us regarding the purchased item, am I right?

You: yes i received a email requesting me to stop using the welder due to a safety recall

eBay Assistant: Okay, thank you for clarifying. I'll be more than happy to help,

let's see what we can get worked out for you.

eBay Assistant: To be able to assist you in resolving this issue accordingly,

I will need to transfer you to our specialists who can further help you with the reund. Would that be fine with you?

eBay Assistant: *refund

You: yes that will be fine

eBay Assistant: Thank you for approving the transfer.

The specialist will connect you in the next 2 minutes.

Thank you for contacting eBay. Have a great day.

eBay Assistant: Thanks for contacting eBay Customer Service.

My name is Anand, and I'll be assisting you today. Please allow me a moment to catch up on your conversation so far.

eBay Assistant: Just to confirm, you need help with order for "3 IN 1 MIG Welder Gasless ARC MMA Inverter 270A 220V Flux Core Welding Machine" and you got a safety e-mail from us, right?

You: yes thats right

eBay Assistant: That is an automated e-mail but has the item gave you any issue since order from last year?

eBay Assistant: It has been a while since you have responded. May I know if we are still connected on chat?

You: i have not used it yet because have been ill

eBay Assistant: Ohh. So you have not able to use it until now.

eBay Assistant: Allow me to explain and I assure you best guidance and support on this.

eBay Assistant: If you wish to get refund or if there is any issue with the item,

you need to message the seller for this as this is their item.

eBay Assistant: I do not find any message to seller so kindly message them so we an notify the same to the seller.

You: i am unable to message the seller because you have removed the item and it no longer shows up on my purchase history

eBay Assistant: Let me check.

eBay Assistant: You can use the e-mail:

eBay Assistant: If there's anything you'd like me to clarify on, please let me know.

You: how do open a return if the seller does not respond to my email sent from out ebay

eBay Assistant: When you get the item delivered to you, we cover you for 30 days under eBay money back guarantee.

eBay Assistant: So if there is any issue with the received item, we are directly able to open a case for you and take action for refund if the seller does not help you out.

eBay Assistant: But after 30 days, as per policy, we are not able to recoup the funds of the seller for a particular order.

eBay Assistant: As you cannot keep or action the funds for a long time.

eBay Assistant: So I will explain the best way to seek a refund.

eBay Assistant: Citizens Advice are able to assist with refunds when it is outside our time frame, And we recommend this quite often as it is the quickest and easiest way to learn of how to obtain a refund in which with a case such as this you are entitled.

You: why did ebay contact me and ask me to return the product if you say i only have 30 days to return it

eBay Assistant: We have 30 days under eBay money back guarantee for any case.

eBay Assistant: But the e-mail you got is automated if any report is made for the item.

eBay Assistant: Did you gave positive feedback for the item, right?

You: that does not answer my question it was ebay who contacted me first

eBay Assistant: On September 10, 2025 you mentioned " a1 thank you".

You: yes a1 for the service provided

eBay Assistant: So after 30 days of order, you need to contact the seller or Citizen Advice.

eBay Assistant: Anthony, if case was the option, I would have opened it for you until now.

eBay Assistant: But after 30 days of order, the case cannot be opened.

You: you have provided me with a product that as not passed uk safety standards

eBay Assistant: When an item is reported, you get an automated e-mail.

eBay Assistant: But is is just a safety e-mail and it does not mean the item is dangerous.

eBay Assistant: Have you encountered an issue with the item?

eBay Assistant: If you have a question about this topic you can contact the Citizens Information Phone Service on 0800 144 8848. (Monday to Friday, 9am to 8pm).

You: are you having a joke it only a safety email so if i get injured or killed by it who do i sue you ebay or the seller

eBay Assistant: When you get the item delivered to you, we cover you for 30 days under eBay money back guarantee.

eBay Assistant: So if there is any issue with the received item, we are directly able to open a case for you and take action for refund if the seller does not help you out.

eBay Assistant: But after 30 days, as per policy, we are not able to recoup the funds of the seller for a particular order. As you cannot keep or action the funds for a long time.

eBay Assistant: If you have a question about this topic you can contact the Citizens Information Phone Service on 0800 144 8848. (Monday to Friday, 9am to 8pm).

You: i will be reporting this to trading standards and let them deal with ebay selling illegal electrical products

eBay Assistant: I have explained you that you can obtain refund from the seller.

eBay Assistant: We cannot open a case after 30 days for an order for refund.

Thank you ebay for contacting me and wasting my time

ANAND Ebay specialists