'Refurbished on Ebay' warranty meaningless

[johnmintonandmore]

I would welcome suggestions on this. Bought a Macbook M1 via this Ebay branded warranty scheme in April. The refurbishment included the fitting of a new screen by the company who were selling. Worked perfectly until Sunday morning. Went out all day and came back to a black screen. I can hear startup so knew it was a screen issue. They asked me to send it back. Told me it was a cracked screen and therefore not covered as screens never crack by themselves. There was no surface damage but a small red dot at the top which I had photographed. I have received no warranty details from them. I have asked them for them, but they have said that it was all on Ebay. Ebay simply states that all faults are covered for 12 months. Asked Ebay to step in but they told me that 'Refurbished on Ebay', (granted to 'quality-vetted eBay sellers') has no status and that they will not intervene. To cap matters, the company has returned the laptop with a large horizontal crack and a lid which will not close. It now looks like a laptop which has been dropped, which rather aids their position but not mine. I have also discovered that, far from the fact that 'cracks don't ever appear on their own', the Apple M1 is renowned for this happening-there are hundreds of stories online about this problem. And this company fitted the screen.  The seller is now ghosting me. Ebay is not interested in being involved. Not sure what to do next. Anyone know how to tackle this? Thanks. 

[jckl1957]

This looks like a good scheme and can only be offered by certain 'trusted?' sellers.

However, like all warranties, there are terms and conditions which can, potentially, be used as get out clauses.

The warranty is between you and the seller and it is crucial that you find out what is and what is not covered.

All the details should be provided at the time of purchase.  If they were not, then I think you would have a case for using the 30 day Ebay Money Back Guarantee and returning the item for a full refund.

I have read all of your post and I note that you did ask for warranty details.  It looks as if the company fobbed you off.  You did need to pursue this.  Without knowing what the warranty covers, you can't enforce it with the seller.  The terms and conditions include 'The guarantee covers any defects in functionality.'  I assume the seller believes a cracked screen is not a 'defect in functionality.'

'Once your order has been confirmed, the seller will send you a separate email with details of the seller guarantee, what's covered and their contact information. Alternatively, this information will be included in the parcel when the item is sent to you.'

I don't think there is any way forwards with this unless you paid by credit card - you may be able to use Section 75 (which I know very little about) or you might be able to take legal action.  There is not, as far as I can see, a quick/easy solution.

[*vyolla* · Accepted solution]

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It sounds like you're in the realms of legal action now, to be honest.

Go to the Consumer Action Group (first site that appears it you Google it) and post this same question there, there are some excellent legal people responding there who will be able to advise. 

[johnmintonandmore]

Many thanks for your help.