Item faulty - What do I do?

TwinMummy2be

Hi All,

I purchased an electrical item from an Ebay seller (one of these with an online shop) that is brand new. The item arrived yesterday and I unpacked it and tried to use it today. When I switched it on it made a loud bang and started to smoke tripping all the electrics in my house out.

I have messaged the seller and they haven't replied yet, fair enough it was only about 2 hours ago but I am starting to worry. Where do I stand with this? Do they have to replace this item?

I paid through Paypal, not sure if that makes any difference.

Thank you.

McKneff

I would have thought tht they have to replace it under the DSR.

I wouldnt worry too much, they may be out or anything.

Let us know how you get on.

Sgt_Pepper_2

McKneff wrote: »

I would have thought tht they have to replace it under the DSR.

I wouldnt worry too much, they may be out or anything.

Let us know how you get on.

As long as it was a buy it now.

TwinMummy2be

Thanks, it was on a buy it now. Just by chance I was flicking through their feedback and although the vast majority of it is positive all the negatives seem to be regarding lack of communication and terrible customer service so that got me worrying. Sorry to ask another question but how long would you say leave it before messaging them again? Really disapointed as I wanted to use this to make a sunday dinner for family. Typical I guess!

Avoriaz

TwinMummy2be wrote: »

Hi All,

I purchased an electrical item from an Ebay seller (one of these with an online shop) that is brand new. The item arrived yesterday and I unpacked it and tried to use it today. When I switched it on it made a loud bang and started to smoke tripping all the electrics in my house out.

I have messaged the seller and they haven't replied yet, fair enough it was only about 2 hours ago but I am starting to worry. Where do I stand with this? Do they have to replace this item?

I paid through Paypal, not sure if that makes any difference.

Thank you.

Don't worry about this. Just stay calm and follow the Ebay/Paypal process. These things can happen even with the best Ebay seller.

If it is brand new than it is not the Ebay seller's fault that it is faulty, although it is their responsibility to sort it out as quickly as is reasonably possible.

Give them 24 hours to respond and then chase them if you don't get a reply. The weekend may complicate that but try anyway.

Hopefully they will respond quickly and properly and arrange either a full refund or replacement on return of the faulty item.

As you paid with Paypal, your money is protected.

You will probably need to return the item by a tracked method but that will ensure you get your original purchase price, plus postage back.

Whether you get the return postage back is less certain. It depends on the seller. In law they are probably required to refund you but enforcing that might not be easy if they are unreasonable.

Hopefully they will be responsive and reasonable. Most Ebay sellers are.

hiccup123

Give them a couple of days then open a case. You can then request refund or replacement. You will need to wait for sellers response and take it from there. The worst that can happen is that you Will be out of pocket if you have to return it..you will have to pay postage with tracking..unless seller offers to refund the return postage. Not all sellers do and they are not required to.

hoadie

I would not be having another item off them, they have sold something which is faulty and unsafe so I would be wanting my money back, if they don't contact you offering a refund then open a dispute through eBay and state that you have contacted them an they have not replied, eBay always back the buyer and if they still don't reply you will get your money back.

soolin

Sgt_Pepper wrote: »

As long as it was a buy it now.

No need for it to have been a BIN, the item is faulty.

Crowqueen

Sgt_Pepper wrote: »

As long as it was a buy it now.

This would be covered by Sale of Goods Act; the buyer would have a right to return even if it were sold by a private seller as it is very definitely faulty.

Crowqueen

In law they are probably required to refund you but enforcing that might not be easy if they are unreasonable.

They are 100% required to refund you. I certainly would have checked feedback before buying something like that.

A word to Trading Standards might also be in order if their feedback suggests they are regularly getting this kind of issue.