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Incomplete item
Summary: thematrixx-3 sought advice on how to address an issue with an incomplete air conditioner bought from a seller on eBay in September 2024. The item was found to be missing a crucial component after the standard eBay Money Back Guarantee period had expired. papso22 and red_magpie both noted that eBay typically does not extend their 30-day guarantee and recommended either consulting legal advice or considering the purchase a lesson learned, as options for recourse through payment providers have also likely expired.
Hi everyone, I'm hoping someone can give me advice, I sent this email to eBay regarding an item I bought in September 2024 which I put into storage ( because I trusted the trader) . Please read and give me some good advice.
Subject: Request for Exceptional Review – Incomplete Item Purchased September 2024
Dear eBay Customer Support,
I am asking eBay to please review an issue concerning an item I purchased through eBay on 15 September 2024.
Order number: 09-1724-24858
Purchase price: £380.98
Item: 24V DC Truck Parking Air Conditioner 13,500 BTU
Delivered: 18 September 2024
I appreciate that this purchase is outside eBay's normal Money Back Guarantee timeframe. However, I am asking for your assistance because I have only recently discovered that the product I received was incomplete.
After receiving the item in September 2024, I placed it into storage without opening and installing it. I only opened the package last week and discovered that the essential controller/control unit for the air conditioner is missing.
The box I received could not reasonably have contained the missing component, which also led me to believe that the system was supplied in more than one package. The photographs associated with my purchase also show the control equipment as part of the air-conditioning system.
This is not a case of changing my mind or discovering a minor missing accessory. The missing controller is an essential part of the system and, without it, the £380.98 air conditioner is effectively unusable.
I am therefore asking eBay to please look at the original transaction and listing and consider whether the seller supplied the complete product that was advertised and purchased.
I understand the normal eBay claim period has expired, but I am asking for this to be considered on its individual circumstances. I had no reason to believe there was a missing component while the item remained stored, and I could not reasonably have discovered the problem until I opened the package and attempted to establish what had actually been supplied.
I am happy to provide photographs of the packaging, the equipment I received, screenshots of the original purchase and any other evidence eBay requires.
I would be grateful if this could be escalated to a member of eBay's customer support team who can review the circumstances rather than simply directing me to the standard 30-day claim procedure.
I paid £380.98 for a complete air-conditioning system and currently have an incomplete system that cannot be used.
I would appreciate eBay's assistance in resolving this fairly.
Kind regards
I contacted eBay and so far had nothing from them.
red_magpie
Mentor1 week ago · EditedI'm afraid there was no point in writing to eBay. They don't do "special reviews" of cases outside the 30 day time limit for their money back guarantee. Feel free to contact them is you want, but that's what they will tell you.
In your case you are sadly also well outside the time limit (usually 120 days) to seek help from your payment provider, e.g. credit or debit card issuer.
If there's enough money involved to be worth considering your legal rights, I suggest you start by consulting citizens advice or a solicitor. Otherwise I fear that you will probably end up writing this down to experience. Buying from unknown sellers online always carries risks, and eBay's user agreement states explicitly that beyond their own 30 day time limit any responsibility rests with the seller.
papso22
Mentor1 week agoEbay doesn't extend the 30 day money back guarantee for any reason. It would be chaos if they didn’t stick to their own rules.