Reclaiming for faulty phone items via paypal

Donury236

My partner bought a replacement screen for my phone from ebay which we had fitted a few weeks after it arrived (due to holidays and work etc). One button didnt work which wasnt a huge issue and thought I could live with that (yes wrong I know). However a couple of weeks after the screen began to glitch, then became unstuck. We assumed it was because of loose connections so got it checked and nope, they are ll in fine, but the screen now won't restick fully.

So I contacted the seller - and sods law we were just outside the 30 days to return. Seller sold this screen via his private ebay rather than the one that they sell the majority of these phone screens though - though they were still using the business looking one. Seller basically says do one.
So we have pursued via paypal. I am happy to return it for them to replace with a screen that is not faulty. Though I am now sure that the screen is not a genuine Samsung part and I have contacted Samsung to ask if they sell the service packs wholesale to individuals.

Has anyone ever managed to successfully pursue a claim in PayPal when outside the ebay 30 days?

theonlywayisup

When you say "we have pursued via Paypal" what do you mean?

If you feel the item isn't a genuine part, that would be an option to effect a return with Paypal. There is a 180 day period where you can open a case and you would need to show some evidence that the item isn't bonafide.

I'm not sure about you being able to pursue a return for SNAD (significantly not as described) but that really depends on if you found the item faulty at first use, if you did, then that will be the easiest option.

However either way, you don't need to waffle in the case. If you go for SNAD then you need to say the item doesn't work or is defective, don't extend the timeline of the damage not bothering you and then eventually it all failing - as Paypal SNAD isn't a guarantee. You need to say the item was faulty on first use (I wouldn't even bother saying you had it fitted as the reps that read the cases probably wouldn't understand).

If you google "paypal returns on us" you will be able to register for a paid return with Paypal (when and if they tell you to return the item). You should bear in mind the item needs to be sent tracked/with a proof of delivery.

dj1471

There are several issues here...

Firstly, it doesn't matter which account the seller used, if they are selling as a business then you have all the usual rights under the Consumer Rights Act, assuming the seller is UK-based. Within the first 6 months it is the seller who has to prove that the goods aren't inherently faulty. I'm not sure about the PayPal / eBay rules, you're better off asking in the eBay board.

Are you sure the issue wasn't caused by improper installation?

Was the screen sold as genuine Samsung but is in fact counterfeit? What evidence do you have of this?

JJ_Egan

Is the basic problem that one button did not work but you where ok with that . Then the screen came unstuck ?
Could well be a fake screen or a faulty install of the screen .

Donury236

JJ, sorry for the slow reply ! Its been return to school nightmare this week.
The back button didnt work but then the screen after a while it would glitch and like, randomly press buttons and then it became unstuck - held on jsut by the connections.
The seller has said that the company they got it from do nto accept returns any more - and I know for a fact it will be fake as I have written statement (albeit from their FB page ) that samsung do not supply independant retailers with genuine samsung S5 LCD screens. So if it has as they have said come from a service centre then it is stolen, or its a fake.
Seller has now escalated it to a claim to be reviewed by paypal, and annoyingly it was on my partners paypal and he didnt read the email so I dunno what he has to do now. I might get him to call Paypal.
The screen looks immaculate, the connections are all in and when it came unstick we actually checked them to make sure they were connected.
He has said

" Everything has returns and policies and ones have to must comply with that. I didn’t give you life time returns and refund guarantee. UK and eBay returns policies are under 30 days. We bought that product from someone, so the return deadline is expired, no one will take it back. We extremely sorry for the inconvenience caused"

He clearly hasn't read the Consumer Rights Act 2015, as that states that a fault that occurs within 6 months is assumed to have been present at the point of sale and it is up to the seller to prove that there was without a doubt no fault.

I have given him the option to replace the screen, which Paypal will see in the messages, and it is my right to ask that. I guess it will all depend on if he is a business seller via paypal will it not?

Fosterdog

Was the screen advertised as being a genuine Samsung part? There are thousands of replacement screens available but very few will stock the genuine samsungs part so unless it was advertised as genuine Samsung part then they haven't misadvertised it at all.

Who did the screen replacement for you? Was it a DIY job or did you have a competent repairer who knows what they are doing?

You say it was fixed with just the connections, did you not use any adhesive at all? If you are lucky with these replacements the original adhesive is still sticky enough to hold the replacement but 8 times out of 10 the adhesive needs replacing too, it's no wonder it came apart if you missed out this important step. It's just thin strips of double sided tape (I prefer medium quality as low quality isn't sticky enough to hold and the high quality can hold too well any make any future screen replacements a nightmare)

This does sound exactly like incorrect fitting, even the original button not working. I've seen it so many times and have even made the mistake myself a couple of times because they are quite fiddly to get just right and it's so easy to get wrong and so many ways the fitting can go wrong.