Urgent Complaint – MacBook Sold with Government Lock (Order 13-04102-18180)

[thebestdeals201616]

Assunto:

 Urgent Complaint – MacBook Sold with Government Lock (Order 13-04102-18180)

Dear eBay Support

My name is Josiane, and I am writing to report a serious issue with a MacBook I purchased on your platform

On 6th November 2019, I bought a MacBook Air 13” (Core i5 1.8GHz, 8GB RAM, 128GB SSD, Mid 2017) for £570.

Order number: 13-04102-18180

At the time of purchase, the device appeared to work normally. I used it for a while but eventually forgot the password I had been using. Recently, I decided to reset it via Apple’s recovery system.

To my surprise, after the reset, the MacBook displayed a Remote Management lock screen showing it is enrolled in the system of “H M GOVERNMENT CABINET OFFICE”, which is a UK government department. The screen requests login credentials that only someone employed by that institution would have. I have attached a photo of the screen as proof.

This means the MacBook is still under Mobile Device Management (MDM), and the original organization never removed it from their management system — making it completely unusable to any buyer outside of that organization.

This is a hidden defect that I only discovered after the reset. As the rightful owner who purchased this laptop legally through eBay, I never had any access to this information and was never warned that the device was locked to a government system.

I am kindly requesting the following:

1. That the seller be contacted to remove this device from the government MDM system,
   OR
2. That I receive a full refund and assistance in returning the device, as it is locked and unusable.

This is a violation of both eBay’s selling policies and the Consumer Rights Act 2015 (UK). I appreciate your urgent attention to this matter.

Thank you in advance for your support.

Sincerely,

eBay Buyer

[61stephenuk]

You have left it far too long for any claim with eBay or your payment provider,eBay time limit is 30 days from estimated delivery and payment providers generally 120 days

[jckl1957]

This is a member to member forum.

You are not contacting Ebay by leaving a message in here.

Your only redress is with the seller, as advised, it is far too late for Ebay to do anything.

[plpmr]

adding to the advice already given -

Unfortunately as the purchase was during 2019 there's nothing you can do.

You could try asking citizens advice but doubtful they could help,

[red_magpie]

I've never reset a MacBook, but I'm sure they don't normally display a Remote Management lock screen on being reset. I imagine this is a security program added to the Mac before use in HM Cabinet Office, where the highest levels of security will be applied. If has a remote management program the whole contents could probably be wiped remotely if it was lost or stolen. Real James Bond stuff!

Any refund claim you may have will be against your seller, but as you've had six years use from what was already a used MacBook I doubt it would be worth very much money. And you did contribute by losing your own password!

As a wild card, why not write to or email the Cabinet Office and ask their security department for help? You can point out that any Remote Management security program added for government use should surely have been uninstalled before the item was cleared for resale? If you give them the serial number it may still be on their records - they might even be able to unlock it remotely. Or offer to uninstall it if returned to them. I should add that this depends entirely on some keen IT taking this on for the fun of it - otherwise, you're likely to get a standard unable to help reply.

It might even turn out to have been stolen, in which case you could have half of MI5 on your doorstep!

[thebestdeals201616]

Subject: Urgent Request for Resolution – Possibly Stolen Item Purchased on the Platform

Dear eBay Support Team,

I am writing to formally express my deep concern and disappointment regarding a serious issue that occurred through your platform.

In good faith, I purchased a computer from a seller active on eBay, which is now showing signs of being locked by a government organisation, strongly indicating that the item may be stolen or of illegal origin. I want to highlight that I have been completely harmed as a consumer, trusting the credibility and safety of your platform, which, in my understanding, bears joint responsibility in this sales process, as outlined in the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008.

Even after reporting this issue, no effective action has been taken by eBay, and the seller continues to operate freely on your platform. This is not only a clear violation of your own policies of trust and safety, but also may constitute negligence on eBay’s part in protecting consumers from fraud and illegal activity.

I remind you that, as a buyer, I have the legal right to protection and compensation for the damage caused, whether through a full refund, product replacement, or legal support. If I do not receive an adequate and urgent response, I will be reporting this case to the appropriate authorities, including Citizens Advice, Action Fraud, Trading Standards, and will also make this situation public through consumer protection channels.

I expect an immediate resolution, in accordance with the legal principles governing consumer protection in the UK. Please be advised that this message will be retained as a formal record of my attempt to reach a fair resolution.

Sincerely,

Josiane

[tressygirl]

Did you send that message to eBay, did they reply?

You are showing that message to us here and asking for action ?  We are members like yourself so cannot perform any actions/ refunds on your account.

You bought this item in 2019,  you are way out of time to report this to eBay  or to your payment provider.

@thebestdeals201616 

[thebestdeals201616]

Im so sorry for the mistake
What I need to do?
Sent from my iPhone

[red_magpie]

I remind you that, as a buyer, I have the legal right to protection and compensation for the damage caused

You haven't read the user agreement. Read Section 2. You will see that if you have a right to compensation from anyone it is from the actual seller who sold it to you, not eBay.

One of the realities of buying on eBay is that even when you have legal rights it's liable to be difficult or pointless to pursue them against distant, uncooperative eBay sellers. Best to consult a solicitor or Citizen's Advice first.

In any case, as this was a second-hand Mac and you've already had five years use of it it's doubtful whether you have a claim of sufficient value to be worth the uncertainties of pursuing. 

[thebestdeals201616]

inglês:


“The problem is that the seller is not responding to me and is ignoring my messages, while they continue selling computers on eBay as if nothing has happened, even though their computers are from HM Government Remote. Everyone who buys from them will be harmed. That’s why I requested action to be taken.”

Sent from my iPhone

[*vyolla*]

@thebestdeals201616  eBay won't take action for an item purchased back in 2019, why not follow the excellent advice offered in post #5.

[jckl1957]

Just checking ...

Have you actually contacted Ebay or are you simply posting your complaint in this member to member forum?

And ...

have you read any of the responses?

[thebestdeals201616]

I did mistake I’ll do it
Many thanks for your help
Sent from my iPhone