EBuyer - Damaged Returned Item

ZanaJay

I bought a new PC from EBuyer in December 2019. Everything was fine with it until March/April 2020 where the graphics card started over heating. So I started my RMA on the 9th of April. I packed the whole PC at their request, using the courier they provided, ensuring to place foam on the top bottom and sides of the PC and sent it back to them on the 10th. I had confirmation of delivery being received by them on the 13th but it took them till the 20th of April to confirm that they had received the PC. I had been calling two, three times a week, each week to chase up the RMA. I was told on the 29th of April that my RMA will be sorted within 48hrs. I called today 01/05/2020 and they have just informed me that my return has been so badly damaged that the plastic window on the front of the PC has been smashed in and all the components are hanging out. They are trying to state that the PC was insufficiently packed and now my warranty is void.

I have obviously disputed this and told them to take it up with DPD courier's as the PC was packed securely and if it's been hit so hard to break the box, foam, and PC case then it's on their courier. Not my fault. How do I know they haven't damaged it in the warehouse? It took them a week to book the package into their warehouse where I assume it was just sat on a pallet until picked up.

Can I please get some advice on where i stand here? I know they are already trying to blame my packaging. But from the sounds of it the damage was so bad there's not much else I could have done to prevent this sort of damage.

Any advice would be very much appreciated

ZanaJay

Any help? 

Timalay

Maybe try posting on their Facebook page.

ZanaJay

That doesn't really help me much. I wanted to know where I stand in terms of my legal rights of getting either a replacement or full refund

DoaM

As they arranged the courier then they took on liability for the goods from the time they were collected.

Were the goods repacked in the original packing box? If not, did the courier express any concerns about the packaging on collection?

ZanaJay

Okay I'll keep going back to them with that I accept no liability for their courier. 
It  wasnt in its original box. But the box I used was more than adequate and I had packed each side with foam. The courier didn't express any concerns at all. 

DoaM

Was it packed sufficiently that the contents could not move about inside the box?

What about stuffing/packing inside the PC to stop components inside becoming dislodged?

Was their a FRAGILE sticker/marking on the packing box?

rach_k

Would you have been happy to receive your PC back in the packaging you used?  If so, tell them it was packaged correctly and to take it up with their courier.  If you wouldn't, you know it wasn't packed properly so you are responsible for that.

liggerz87

Remember the bootloop problem with lg g4 they told me they couldn't do nothing lucky qwnt to lg who fixed it not bought from ebuyer again

ZanaJay

The only issue I can see it that I didn't pack the inside of the PC itself. Everything else was packed in well and tight on every side and the box was taped shut.
But my question is,  how hard must the box of been hit to smash the plastic window and knock the components out of the motherboard!? 

They haven't sent me photos yet. And I know the box was sat in their warehouse from the 13th till the 20th without even being booked in. They didn't even notify me that there was any damage until the 1st of May 

I've still not had a response from them about any of these issues. They've had the PC for nearly a month now. Where would I stand if I took this to a small claims court?