seller says ignore a recall message from ebay because ebay sends out spam....

[phil111]

Hello, I received an email and message from ebay saying a product I'd bought, a table top alcohol burning heater, was being recalled and I should return it. I started a return and the seller sent a message saying the ebay recall notice is spam and I should ignore it. Of course I tried to contact ebay to ask for advice, but it's hopeless as usual. Anyone else come across this? Thanks  

[tressygirl]

Two things you can do before starting a return.

Contact eBay Customer Services,  their lines open a little later today at 9 a.m. and ask if they did send this message confirm that it wasn't a spam message.

Secondly,  contact the manufacturer ask what the issue is , does it concern the exact model you have .

If you are then still concerned and are within 30 days of the item's last estimated date for delivery send it back to the seller at their expense opening a case fo item not as described.... Item Doesn't Match Photos orr Description.

The seller can then fight their case with the manufacturer, buying their item, which has had a product recall.

@phil111 

[phil111]

Thanks for your advice. I have started a return as I was told to by ebay's message. If it says the product is unsafe why would I disbelieve it? I take safety seriously, especially with two year olds in the house. It's in the message system so not an external fake email.  Contacting ebay customer services is, from past experience, a massive runaround and automated responses, seemingly designed to make you want to give up.  Confidence in buying here is falling rapidly. Thanks anyway.

[tressygirl]

Thanks for that extra information that it did come from eBay ,  we hav no access to your account , so I couldn't tell if this was spam or not, hence the advice to contact CS , who would confirm whether they sent it or not.

Yes, if it came through eBay messaging then you are doing the correct thing with a toddler in the house or not, an unsafe item is not one you wish to harbour.

The seller has to accept a case for item not as described,  so accept no excuses, and do not forget to escalate if they do not refund in 3 days,  or if they want the item back first,  they may need it to send back to the manufacturer, they pay for that return label, and on receipt of the item, they have 48 hours to refund you.

Again, if they don't when that time lapses,  you must escalate.

@phil111 

[papso22]

In a way the seller might be right, when Ebay send these messages they cast a very wide net and include many items that are not actually part of a recall, just similar.  That could be described as 'spamming'.

Are you within 30 days of receipt though, that's very important if you are to make a claim through eBay.

[red_magpie]

It would have helped to tell us when you received this item.

If you opened a money back guarantee case within 30 days of receiving it, eBay will support you.

If it was beyond 30 days then regardless of anything eBay has told you they are likely to disallow the case.

eBay's policy is stated very clearly in the user agreement: after their own 30 day MBG period the seller is entirely responsible for the sale. eBay may send out recall information when they receive it, but any action taken is between the buyer, the seller or the manufacturer.

[phil111]

Thanks everyone, it's 28 days so I posted it back this morning.

[papso22]

Did you do that through an ebay case for item not as described?

[phil111]

I just said it was faulty, as I assumed a warning that it was unsafe and could cause fires was hardly the description of an item which worked as it should