Return and Replacement Issue - eBay ChatBot Call Back Not Calling Back

[rfctabs]

Hi All,

I purchased a refurbished hard disk that immediately developed a fault. The seller was really good and we agreed a replacement. I raised a return to get a postage label. The seller said I had to close the return so he could send a replacement else eBay would force a refund (which I didn't want), so I closed it and said I'd take the replacement. 

The replacement arrived and was unfortunately completely Dead on Arrival! Again seller is happy to replace, but now I can't open a return request as the original was closed and eBay seem to think that only one would ever be needed.

I've tried the Chocolate Teapot Chat Bot and just go round in circles because it clearly can't understand the problem. I eventually got it to arrange a call back, but the call back never happens. If I try to chase the bot, it just goes round the same loop, says I already have a call back request, and says I'll be called but... zilch, nada, nowt!

I tried the independent link elsewhere in these forums but that, too, knows I have already asked for a call and goes round the same loop.

How can I break this unhelpful cycle?

Thanks,

Peter

[tressygirl]

You are not in an unhelpful cycle just unfortunately didn't follow eBay's 30 day MBG policy fully.

  That is,  it's always best to receive a full refund for a faulty item,  and not a replacement,  because as you have found,  the second item if faulty,  will not be covered for any refund from eBay.

If the seller is not being helpful now, try your payment provider for help with a refund.

@rfctabs 

[rfctabs]

Thanks for the reply, @tressygirl.

It seems to me I did follow the policy. I reported the faulty item within the time limit and, with the seller's agreement, sent it back. The seller offered a replacement, which I was happy to accept.

I read the policy and it talks about refunds but, whilst it does mention replacements (twice), it's in the context of it being an acceptable solution. It  doesn't say that that's the only chance at resolution.

The returns form offers the option to say the buyer received a replacement, but not that you have no further recourse if the replacement is also faulty. It doesn't say that if I accept a replacement I'm limiting my eBay "rights".  As the replacement is also faulty, are eBay are saying that you have one shot at receiving what you paid for? Clearly there has to be a limit somewhere else some sellers would no doubt keep offering replacements to avoid a refund, and some buyers would probably keep asking for a replacement to make some kind of oblique point.

It also seems that eBay may not be following UK consumer law. A quick Google gives:

"If a replacement item is also faulty, you have the right to a final right to reject for a full refund or a price reduction, particularly if the fault appears within the first six months. After the first repair or replacement attempt, you can choose to reject the item, as the trader has had a reasonable chance to fix the problem."

The seller, by the way, is being super helpful and I have no doubt we'll sort something out between us. 

Any idea why eBay won't call back? Maybe that's for another post.

[claire_leonhart]

Hi, when chatting with the bot, type "Speak with an agent please", it will bring you in the chat with someone, you might have to try this a couple of times, cause he might suggest you stuff, should you not find anything helpful there, insist with the agent and explain to them.

[rfctabs]

Thanks Claire, I'll give it a try.

[tressygirl]

Replacements can be acceptable in some circumstances,  but personally, if an item needs to ' work' and the first is faulty,  good chance the second will be too,  so best to receive that refund,  and buy the item from another seller.  

This is eBay position on replacement items:

The original eBay UK Money Back Guarantee (MBG) does not cover a replacement item that becomes faulty after the i...

If a seller provides a replacement, the original 30-day window for the MBG is not reset. If the replacement item develops a fault outside of that original timeframe, it is considered a warranty issue, not an MBG claim. 

If you still wish to speak to eBay,  this is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@rfctabs

[papso22]

Your 'good' seller lied to you about eBay forcing a refund and also told you to close the case when you didn't have to, and by doing so you ended any ability to get ebay to help you.

The money back guarantee is in addition to your statutory rights, it doesn't have to replicate them entirely.

[rfctabs]

Thanks again tressygirl - very useful to know.

[rfctabs]

I see. Not so good, then.

What should they do in that case? When they replaced the drive and sent it to me, what should they do on their side to record that in their seller account?

Thanks,

Peter

[papso22]

They could send a replacement while the case is open and in time for you to check it works, before your case reaches the point where you can escalate it.  With a live case you have options.  With a closed case you have none.

Given that they don't seem to want the broken one back they could also just have refunded you and hope you buy another from them rather than another seller.

Don't forget they sent you a faulty item in the first place and you are entitled to a refund for that. They have now made it impossible for ebay to help you with a refund and you now have two useless items.