Ebuyer Refusing Exchange/Return

StuieUK34

Hey guys,
need some help please


Ordered a Flat screen monitor for a PC from Ebuyer, was delivered on the 10th Dec.
As it was a present for my step-son, like any present, you wrap it up and present it on the 25th..... (although the guy said I should have opened it on delivery day to check it ? why ? do they make a habbit of sending faulty goods ?... I said to him, if u bought a DVD for your wife, would u remove the wrapper and check the disc, and then give it to her as an open/used item? )


When box was opened and screen taken out of the polystyrene, and screen cover removed, there was a crack in the bottom right corner of the screen, like a chip in the screen...
Turned the screen on, and there is a dead spot, the size of maybe a 20p piece....

Put it back in the box and wrapping, and then logged onto Ebuyer and raised a return request, indicated the fault and selected direct replacement.
I get an email with an RMA number and a tele number to call, which was closed up until Today.. (29th dec)


After several attempts to speak to someone, I finally get through, and I talk to the guy, explaining the same as above.
I said this is how the item was received, so I need to return it for a working unit.


In an in-direct way, the guy kinda says I cannot return a faulty screen as it outside the transit days ??? ??????
I explain that's my not my issue, I gave a good description of the screen, to which he states, send us an email with some photos of it, and we will take it from there...

I made the mistake of paying by Debit Card, don't know why as I usually buy through them with paypal


So, where do I stand, and what steps can I follow to recover from this ?
£89.99 for a damaged screen delivered to me, and to be told they possibly wont exchange or refund me, is not what I want to hear
Any guidance would be grateful.
cheers

unholyangel

Are they in the UK?

I wouldnt say a reasonable time has passed here - but even if it had, it only means you cannot demand a refund - it doesnt mean that their liability ends.

There is a chargeback code for defective goods so may be worthwhile asking your bank to see if they can help.

StuieUK34

cheers for the advice...
I asked for a direct replacement, as don't need a refund, just a 24" screen I ordered from them....
Ebuyer are in the UK, almost as big as Amazon....


I am just dumbfounded as to how a company can turn round and say NO, when you report to them that they delivered a faulty item.
The idiot on the phone said "manufacturers don't send out faulty goods"...
Clear I had the unfortunate event of speaking with a retard given that quote.

unholyangel

StuieUK34 wrote: »

cheers for the advice...
I asked for a direct replacement, as don't need a refund, just a 24" screen I ordered from them....
Ebuyer are in the UK, almost as big as Amazon....


I am just dumbfounded as to how a company can turn round and say NO, when you report to them that they delivered a faulty item.
The idiot on the phone said "manufacturers don't send out faulty goods"...
Clear I had the unfortunate event of speaking with a retard given that quote.

Ah sorry, no idea what I was thinking there.

Card company arent going to help with an exchange so might be worthwhile writing to ebuyer and setting out a clear complaint.

Keep it simple. Ordered item for x price, delivered x date and put away for christmas. Opened xmas day and found to be faulty. Contacted them at first available opportunity and they are refusing to meet their obligations under the sale of goods act. You are not seeking a refund at this stage, just a replacement.

bris

They are treating it as user damage which they are entitled to do, despite what the post above says.


The onus is now on you to prove you didn't break it.


The law says the retailer is liable for faults in the first 6 months as they are treated as inherent, this excludes fair wear and tear or accidental damage. Ebuyer clearly see this as accidental damage so the ball is back in your court to prove otherwise.


From a retailers point of view just because it's December doesn't mean everything bought is for an Xmas gift and having it from the 10th doesn't help your case.


If they stick to their stance then the only thing you can do is take them to the small claims court and try your luck there.

StuieUK34

Defo not something I done....


and the box when it was delivered (the hole in the box is in the middle, and inside the box, its the back of the monitor... transit damage if any, is nowhere near the chip in bottom left....)

chickendipperbabe

If you paid on a Visa Debit Card you still should be able to initiate a chargeback for a refund?

Ebuyer are a Joke and are best avoided. Possibly one of the worst online retailers to deal with when it comes to returns, they do get quite underhand occasionally.

I would just deal with your bank/card company from now on as you wont get any help from ebuyer. A long shot would be to complain on their Facebook/Twitter and write a factual review based on your experiences on popular review sites, I've known a few people get positive responses doing that.

Failing that, not really much you can do except hope your card company plays ball.

Timalay

If you have Facebook page, post it on their page. Making public on FB generally gets things done.

System

StuieUK34 wrote: »

Defo not something I done....

You sell something to a random person on the internet, two weeks later they say it arrived damage. What is your response?

You have a reasonable time to inspect and reject the goods, how long is reasonable? What if you didn't open it for 30 days, 90 days?

sebtomato

Raise a money claim online, Ebuyer are useless and customer service is appalling when dealing with issues.

And no, they are nowhere as big as Amazon, or have a similar CS...

Marktheshark

Opening and inspecting any delivered goods is a matter of common sense unfortunately.
The law affords you 14 days from delivery to inspect your goods you order online for damages, after this the law now says you are happy with the goods you ordered.
I know it's not nice having to open presents to inspect them, but unfortunately it is now a fact of life, if its faulty or damaged then you are on your own after 14 days other than the draconian retailer stacked sale of goods act.