Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
eBay

If you buy or sell items on eBay, you will find tips and advice on this forum.

Original poster

Can anyone advise of rights regarding expensive faulty item..

32 replies

welsh26 · 05/01/2018 11:58

Dc used their Xmas money to buy an electric £150 scooter. It arrived prompt and they were delighted and played for half an hour happily before one wheel stopped working causing them to fall off (luckily not hurt) and it's it's not "fixed" itself after us doing the basic checks of looking to see nothing is in the wheel and turning it on and off (that's the full extent of my fixing powers)

I'm a bit of an eBay novice so not sure where we go from here, I emailed the seller last night but still not heard back and while I know it's not long dc is gutted they've put all their money into this and it's now not working. Am I better waiting to hear back or opening a PayPal dispute or something else?

It also says on the sellers page that returns are at the cost of the buyer, is this still the case with faulty goods as it's obviously a heavy item.

If I was to return do I wait till I have a new scooter or have to return and then wait for a new one?

Many thanks for any help Smile

OP posts:
Original poster
welsh26 · 05/01/2018 13:19

Bump Smile

OP posts:
extinctspecies · 05/01/2018 13:25

Did you buy it from an eBay shop or a private seller?

Original poster
welsh26 · 05/01/2018 13:29

I think it would be a shop as they have sold almost 30,000 items?

OP posts:
Medwaymumoffour · 05/01/2018 13:30

I would open a case asap if the seller won’t respond to you. They then have seven days to respond before eBay step in.

I don’t trust sellers on their right now and I would open the case to protect yourself and your kids money.

Original poster
welsh26 · 05/01/2018 13:55

Ok thank you I've just opened a PayPal dispute (I'm hoping that's the right thing)

OP posts:
Medwaymumoffour · 05/01/2018 14:04

I think so. If it’s a genuine broken item then the seller has a week to respond to you. You tried to contact them before opening a case.

In the past I have waited a week or so for reply’s but not any more. If anything is wrong the quicker to sort it the better I think, but I have been burnt a lot on eBay recently

19lottie82 · 05/01/2018 14:10

I wouldn’t even wait to hear back from the seller.

Just open a not as described case with eBay (not PayPal), and the seller will have to send you a pre paid returns label to send it back for a refund.

The bit about returns at the buyers cost only applies to non fault return, like a change of mind.

19lottie82 · 05/01/2018 14:11

PS no under a not described case you return the item for a full refund, then you can buy another if you wish.

Original poster
welsh26 · 09/01/2018 11:28

Another question sorry...

The PayPal dispute has been raised and escalated and the seller has till next week to respond, meanwhile the seller has messaged me through eBay (still showing as no contact on PayPal) saying to read the instruction manual but when I tried messaging back to say I'd done that they've blocked me! What would the reason for them doing it, will that effect the PayPal dispute? I've had a look without being logged into eBay and the seller is still selling over 2000 things so they've not stopped trading.

OP posts:
CraftyJojo · 10/01/2018 10:00

Hello,

It wont affect the Paypal dispute - even if the Seller doesnt respond you will be able to escalate the case and get it sorted.
However Paypal usually request for the Buyer to send the item back to the Seller at their own cost - whereas an eBay case for NAD/Faulty etc requires the Seller to provide a returns label.

I would try messaging them again, if you need to, as it shouldnt be possible to 'block' a buyer from contacting you if you have been in a recent transaction with them. If this continues it may be an eBay glitch and a quick call to them could sort it.

Hope you can get it sorted asap. :)

19lottie82 · 10/01/2018 12:59

Why didn’t you open an eBay case as advised? As you opened a PayPal case you could be responsible for and the return costs which will be a bit of a headache with such a bulky item.

Dodie66 · 10/01/2018 13:34

Definitely open an eBay case against them. I had a faulty item and they had to send me a returns label via email to return it to them. That way you won’t have to pay to send it back. It won’t matter that’s you’ve opened a PayPal case against them too

Worldsworstcook · 10/01/2018 13:46

Keep the email and send it to eBay/PayPal as evidence they've gone NC and if you can sow you're blocked from sending emails to them provide that too.

My dc spent £289 in October and straight away I was offered a refund which never arrived and the company also went NC. I took it up with my cc co rather than Paypal and it took 8 wks to sort. I wonder if I had approached paypal instead would it have been resolved quicker.

19lottie82 · 10/01/2018 14:28

Dodie the op has already opened a PayPal case.

Worlds no need to forward anything...... at this stage PayPal will just tell the OP to return it for a refund (at her own cost, I would imagine).

FishFingerPie · 12/01/2018 13:27

I've had exactly the same issue - bought my daughter a hoverboard on Ebay for £150 (wonder if it was the same company?) and a week after she had it for Christmas, one of the wheels stopped working.

I emailed the seller with no response so opened a case on Ebay to return it for a replacement or even a repair but the seller declined the return. They actually said I should have tried to communicate rather than opening a dispute but as I replied that's difficult to do when they won't answer their emails! Anyway, today I have raised a Paypal claim and have 11 days for the seller to respond to them.

It makes me very wary of buying anything expensive on Ebay - and I think in future will only risk what I am prepared to lose, but it shouldn't be like that. Anyway, I will let you know the outcome!

19lottie82 · 12/01/2018 15:41

Fishfinger Just to make things clearer, I’m guessing you opened the case more than 30 days after the item was delivered? If so then that is why the seller was allowed to refuse the return.

You did the right thing then turning to PayPal as their time limit is much longer @ 180 days HOWEVER you may not be covered in this case as the PayPal and eBay protection schemes only offer protection the item will be as described at the time of delivery...... ie it’s not a 30/180 warranty. However, PayPal and eBay will usually force through returns anyway, unless the seller has the knowledge to point this out, so the seller not responding will prob work in your favour!

FishFingerPie · 12/01/2018 15:56

Hi Lottie - yes, the seller only offered 14 day returns and I bought this at the end of November and put it away for Christmas. Won't be making that mistake again!

19lottie82 · 12/01/2018 16:16

The 14 days only applies to non fault returns (ie a change of mind) If an item is faulty then you have 30 days to return it (which sadly you overlooked when purchasing it early as a Christmas gift, which loads of people do!) . I hope you get a positive result from the PayPal case.

Dodie66 · 12/01/2018 16:22

I know they opened a PayPal case. They should also open an eBay case against them then eBay will sort it out. They will have to send a prepaid label for you to return it. They sent me one via email

19lottie82 · 12/01/2018 16:29

You can’t have cases with both running at the same time.

19lottie82 · 12/01/2018 16:30

That’s why I advised the OP to open a case with eBay not PayPal.

PayPal cases are a good option as a back up, but an eBay should always be first choice as long as you’re within the 30 day limit.

Original poster
welsh26 · 15/01/2018 10:54

Fishfinger do they have winter in their name?

Lottie I never done it to annoy you Confused I have no idea what I'm doing with this and PayPal was the only way I could see to open a dispute. I don't know if they had maybe already blocked me at that point but the scooter isn't even showing in my bought items now.

UPDATE- anyway PayPal have said we have to return the item at our own cost (bugger!) to get the refund. Can anyone help me on the best way to do this? I take it it'll be better using a courier rather than sending through Royal Mail?

OP posts:
leeloo1 · 15/01/2018 11:00

Use a courier definitely - so much cheaper. If you put the details (weight and dimensions) into parcel2go then they give you a range of options for prices and times (24hr, 1-2 days etc) for different couriers for that weight and size.

Original poster
welsh26 · 15/01/2018 11:58

Thank you lee, just had a look at the return address and it's China 😩 it said when we bought it that it was coming from Manchester. I can't believe how complicated this all is.

OP posts:
FishFingerPie · 15/01/2018 12:22

Hi welsh, no must have been a different (equally difficult) company!

Please create an account

To comment on this thread you need to create a Mumsnet account.

Join Mumsnet Log In

This thread is closed and is no longer accepting replies. Click here to start a new thread.