Ebuyer Success Again - Update

pcombo

Bought a Television in june 2009. TV became faulty this year 2011, TV completely died in June funny enough. So contacted ebuyer they wouldn't budge on wanting me to get a fault report untill this week.

It seems the agent on the returns department passed my complaint to someone higher then they passed to even higher, Now ebuyer resolution department have arranged to have my television collected next week free of charge, have a fault test/report created for free aswell.

I am writing to you today further to your letter of complaint which has been passed to me to be addressed. First of all please accept my most sincere apologies on Ebuyer’s behalf for any inconvenience that may have been caused with this issue. I can assure you this is not indicative of the usual high levels of service offered at Ebuyer.

Having looked into your query further I can advise that as per the Sales of Goods Act 1979 (as amended) you are able to have the item repaired or replaced up to 6 years. However, this only applies if you are able to provide proof that the item was purchased with an inherent fault or a fault that has occurred due to a manufacturing defect.

We will arrange for the item to be collected and returned to Ebuyer, where the item will be tested and a technician’s report created. Once this has been completed we will contact you within 7 days to advise on an outcome.

Please note: if the item is found not to have an inherent fault or manufacturing defect we will return the item back to you, this will incur a £10 delivery charge.

Please can you contact me with a suitable date and address for the collection to take place from and I will action this. We offer collections between the hours of 9am and 5pm, Monday to Friday. Please can you also provide the fault description in full for reference.

I am just glad there actually taken some action to help me, If there is a fault which is stated under sale of good act then that will be good for me, If not then atleast I know it's all been tested and they tried.

UPDATE: Ebuyer emailed me today 20th october, to say my tv has been repaired and that they will send it back to me free of charge.

didn't even cost me a single penny.

forgotmyname

Damn why didnt you post this 3 years ago. lol.

I bought a TV from them and it packed up not long after warranty, I contacted them they said warranty 12m
so tough basically.

Cost me £60 to get it fixed.

Antispam

You should have got a engineers report and then quoted them sale of goods act assuming the tv had an inherent fault and not any misuse

forgotmyname wrote: »

Damn why didnt you post this 3 years ago. lol.

I bought a TV from them and it packed up not long after warranty, I contacted them they said warranty 12m
so tough basically.

Cost me £60 to get it fixed.

pcombo

Ebuyer is taken my tv back and testing it without me getting a fault report test

fozmcfc

pcombo wrote: »

Ebuyer is taken my tv back and testing it without me getting a fault report test

Then they are stupid and making a rod for their own back.

One thing I have learnt in customer services, is do a customer a favour you shouldn't and they are bound to drop you in it when they don't get the same treatment from someone else.

And I have no doubt you are the very sort of customer who doesn't appreciate it and would be extremely likely to do just that.

pcombo

fozmcfc wrote: »

Then they are stupid and making a rod for their own back.

One thing I have learnt in customer services, is do a customer a favour you shouldn't and they are bound to drop you in it when they don't get the same treatment from someone else.

And I have no doubt you are the very sort of customer who doesn't appreciate it and would be extremely likely to do just that.

What a judgmental and arrogant idiot you are.

I am very greatful for what ebuyer is doing for me. And as i said in my post if it comes in my favour i am happy, If not then atleast i know they tried there best to comply with law.

Techhead_2

pcombo wrote: »

What a judgmental and arrogant idiot you are.

I am very greatful for what ebuyer is doing for me. And as i said in my post if it comes in my favour i am happy, If not then atleast i know they tried there best to comply with law.

From your point of view, they have gone above and beyond their responsibilities under the law. Suppose they test it and find there isn't an inherent fault, you then pay for it to be returned. Will it not occur to you that it is in their interest not to find a fault? Will there be a doubt in your mind ?

That doubt would have been alleviated if you had an independent report.

pcombo

Techhead wrote: »

From your point of view, they have gone above and beyond their responsibilities under the law. Suppose they test it and find there isn't an inherent fault, you then pay for it to be returned. Will it not occur to you that it is in their interest not to find a fault? Will there be a doubt in your mind ?

That doubt would have been alleviated if you had an independent report.

I have already had this brought up by ebuyer them self actually, They said the following:

Thank you for your response.

I apologise for the delay in responding to your enote.

Unfortunately we would not be able to perform a fault report on a TV we
sold as it would be against Trading Standards regulations and may be seen
as a biased report.

I apologise for any inconvenience or annoyance caused.

Kind Regards,

Rikki

Ebuyer Customer Support Team