Ebay situation/questions (long)

[brubacca]

I don't use ebay a whole lot. I may have bought 4 things ever.

In January I purchased on ebay a brand new product from a company the represents the line and typically sells through its own website. I intentionally purchased from them knowing they were authorized for the brand.

Fast forward a few months and this product needed some warranty repair. I contacted said website direct and got no response. I then contacted them through the ebay system and got a response. They issued a rma amd I sent the product back to them. I checked the tracking and they received the material. I notified them through ebay that they had received the material. One week later I inquired as to the status of the repair (That was on a Wednesday). On Friday I got a response asking for the tracking number because they are moving buildings and aren't sure where it is. I sent them the tracking number and asked to be notified that they had found my unit and what the plan was going forward. No response. Just two days ago (Wednesday) I asked through ebay if they had foune my unit. Again its Friday and no response.

Do I have any recourse through ebay? How long should I have to wait for them to figure out if they lost my unit or not? Should I push for a refund as the service has been horrible or push for a new unit?

Thanks for reading.
(Its not Emotiva and not an emotiva product)

[dcg44s]

I do not think that you will have any recourse through eBay and here is why. Ebay protection is usually for two things,items not received and items significantly not as described. You did receive the item so that is out and it was the correct item in as described condition so there goes the second one.

 I suppose you could attempt to claim a not as described claim based on it not working but a- it was functioning initially and b- they can point out that they did authorize a return for the issue and say that you have not given them enough time yet to repair the unit and resolve the issue. This would be rather stretching and abusing the buyer protection if they did allow the claim. The months between purchase and now are the real issue in any kind of claim through eBay.

If the eBay listing had a return option you could use that to ask for a return for refund but because of the extended time period between purchase and now I seriously doubt they would have offered that big of a return window .Typically you don't see more than 30 days.Besides,that is a refund,not warranty service.

 I could be wrong about eBay claims but I think your best bet is through the manufacturer if the seller is an authorized dealer and the item is under warranty. If it were me I would contact them again and express my concern at the lack of communication , explain that you simply want to know the situation and a reasonable idea of when to expect a resolution ,and let them know that if they can't give you the basic courtesy of contacting you that you are prepared to contact the manufacturer to seek resolution.

 I would contact them one more time and give them between one to two weeks depending on how generous you feel to respond. Their response would dictate my next move. I am giving them a touch of slack because I can see how a move of location could cause a disruption of normal procedures. That does not excuse a lack of communication though and I would say,hey,talk to me.


Good luck. 

[geeqner]

I believe that you have been patient and understanding for a reasonable length of time.

If I were you - I would escalate this to "someone in-charge".
Make it clear that you feel you have been patient, but you are DEEPLY disappointed / dissatisfied.
I would show willingness to be reasonable by giving THEM the OPTION of a Refund or a New Exchange Unit
I would set a reasonable deadline (maybe give them one more week)

Then, if they do not come through or make SIGNIFICANT progress - I would be polite, but RAISE HELL!

[brubacca]

My biggest concern being that they can't locate it and nonresponse.

I've even thought that I could ask for a loaner while they search and have the warranty work done. Its been over a month since I first tried to contact them. In fact, its been closer to two months.

I'm not trying to be a jerk about it I just want to know what is going on so a resolution can be worked on.

[Boomzilla]

Hi brubacca -

If you paid through PayPal, talk the them. They may or may not be able to help, but I've generally found them more responsive than eBay.

Best of luck!

[KeithL]

It's also worth mentioning that, if your item was lost on its way back to the manufacturer, you should have a claim with the shipper.
And, if they just plain lost it, and you did insure the shipment, then THEY should pay you off on its value...

[brubacca]

I insured the shipment. And the tracking info shows as received where I was told to ship it. Company lost it in house.

My question being what length of time should I wait for them to look for it?

[dcg44s]

Aug 2, 2019 18:08:09 GMT -5 brubacca said:

I insured the shipment. And the tracking info shows as received where I was told to ship it. Company lost it in house.

My question being what length of time should I wait for them to look for it?

How long has it been since they received the returned item? How long since they said they lost it?

[brubacca]

July 26th they asked for the tracking number, Saying they were moving building and it was making the shipping department confusing. (I'm guessing they meant receiving dept). I replied that day asking for confirmation that they found my unit. That was Friday a week ago. They should have received the unit 9 calendar days previous (Wednesday). I asked again this past wednesday and now as of a week later I have no reply.

July 17- They received unit per tracking information
July 26- They requested Tracking info
Aug 2- Still no reply after two requests to confirm receipt of the unit.

Am I out of line to call the retailer on Tuesday afternoon? Most retailers are closed on Mondays.

[dcg44s]

So they have had your unit for just over two weeks and it has been a week with no word since they admitted they don't know where it is.

I say go ahead and call them Tuesday and tell them that hearing that they lost it has you worried and the lack of communication has you annoyed. Tell them that it has been 10 days (by Tuesday) since they asked for the tracking number and surely that should have been plenty of time to locate the item and let you know so what do they plan to do to resolve this.

They either found it in which case you should ask why they did not say so and ask what kind of time frame you should expect for the repair or they still can't find it in which case you should ask how they intend to compensate you for the loss.  A refund or a new replacement unit seems the only fair compensations for losing yours. Either way I would push for some kind of time frame commitment rather than leaving everything in limbo. I understand that things happen and it might take a bit to figure it out and fix the situation but it is not reasonable to expect you to wait indefinitely with no word.

What comes next I would base on their answers. 

[dcg44s]

This is yet another example of how a little simple communication could go a long way to fixing a situation.