Replacement part not received.
Summary: thebunchofkeys describes an ongoing issue with a seller who is not providing a replacement part or refund for a faulty Philips razor bought on eBay. Despite contacting the seller multiple times for a tracking number and resolution, they have not received the replacement or proof of delivery. lezned-toycollector and sandypebbles clarify that eBay's Money Back Guarantee (MBG) does not cover warranty issues for items working initially. *casey* and others suggest that without warranty from an authorized dealer, the buyer might face difficulties. springyzone advises against extensive messaging and recommends opening an eBay claim at the start of issues, noting that returning items should always involve a dispute process.
PLEASE CAN I HAVE SOME HELP WITH THIS ISSUE.
This seller is not doing the right thing.
Return request has been cancelled. Item broke after 3 weeks use.
Negative feedback has been removed.
Message 15. Be advised that I am returning the Philips S9000 Prestige Shaver to you. See below.Ebay states - Yes, you can return it. Because the electric razor broke within 3 weeks of delivery, you are fully covered under the eBay Money Back Guarantee policy. eBay’s buyer protection gives you 30 calendar days from the actual or estimated delivery date to file a claim for an item that is faulty or stops working. Rules That Work in Your Favor "No Returns" doesn't matter: Even if the seller'slisting explicitly states "No Returns," they are still required to accept the return if the item becomes faulty within the 30-day window. Free return shipping: Because the item developed a fault, the seller is responsible for paying the return postage costs. They must provide you with a pre-paid shipping label. Do not wait: You must open the official request before your 30-day window from the delivery date expires. Do not let a seller "string you along" with messages until the deadline passes.
Message 14. NOTHING HAS BEEN DELIVERED.If you have a document that shows the goods have been delivered then you must have the tracking number. I have been asking you for the tracking number since September 17, for the last 10 days without any response from you.I will now ask Ebay to obtain the tracking number and proof of delivery from you.
Seller wrote - Yes, the staff has already sent the goods to you and it shows that they have been delivered. Thank you!
Message 13. This is my last attempt to try and resolve the issue of the replacement blades you have promissed to send. In the 20+ years I have been buying product from Ebay this is the first time I have had to consider giving a supplier negative feedback which is something that I would prefer not to do. I do not understand why is it so difficult to confirm the posting date and provide a tracking number unless your previous statements were not correct. As you are aware there are two options open to myself. 1. Return the product to you for a full refund or 2. Accept the replacement blades providing they arrive in a timely manner.Please Note.Even if the seller's listing explicitly states "No Returns," they are still required to accept the return if the item becomes faulty within the 30-day window and provide free return shipping. Help yourself provide the shipping details as requested.
Message 12. As you have not responded to my request for confirmation that the replacement blades have been dispatched and you have not provided a tracking number as evidence I have reported the matter to Ebay for their assistance in this matter. I have not as yet given you a negative Ebay report. You still have time (24 hours) to fix this issue.
Message 11. Yes but has it been dispatched ? Five days ago you wrote " Hello! The knife head has been received, the staff will arrange for the shipment today " I need a tracking number today to prove it has been sent. Without that I will refer the matter to Ebay for action.
Seller wrote- Hello! The staff member said that the application had been received and processed.
Message 10. I need to know if these blades have been posted. Please confirm tracking number today. This matter will be reported to ebay at 10am 24/9/26 if I do not have a satisfactory reply from you today.
Message 9. Have you been advised of the tracking number ?
Seller wrote- Hello! The knife head has been received. The staff will arrange for the shipment today.
Message 8. Have you obtained the suppliers order number yet ? or confirmation that the new blades have been posted. The new blades were to be sent out at the beginning of this week. I must insist on answers today otherwise I will have to report this issue to ebay to get some action.
Seller wrote- OK, let me ask for the supplier's order number.
Message 7. Hi, Can you confirm that your supplier has sent the brand new set of blades ? as I have not been advised and have not received a tracking number, Thanks.
Message 6. Thank you for your assistance.
Seller wrote- Hello! The supplier has agreed to provide a brand new set of blades. The staff will arrange to send them to you upon their return to work tomorrow.
Message 5. If you do not provide a solution to the broken /defective Philips S9000 shaver by 9am on Tuesday September 15th I will request a pre paid return label from you and will require a full refund.
Message 4. Hi, I must have an answer to the broken razor within 24 hours otherwise I will have no alternative but to return the item to you.Ebay states - Yes, you can return it. Because the electric razor broke within 3 weeks of delivery, you are fully covered under the eBay Money Back Guarantee policy. eBay’s buyer protection gives you 30 calendar days from the actual or estimated delivery date to file a claim for an item that is faulty or stops working. Rules That Work in Your Favor "No Returns" doesn't matter: Even if the seller'slisting explicitly states "No Returns," they are still required to accept the return if the item becomes faulty within the 30-day window. Free return shipping: Because the item developed a fault, the seller is responsible for paying the return postage costs. They must provide you with a pre-paid shipping label. Do not wait: You must open the official request before your 30-day window from the delivery date expires. Do not let a seller "string you along" with messages until the deadline passes.
Message 3. Thanks, I would say all that'd needed is a replacement head bracket which is not an expensive part. This is urgent. I like the razor and don't want to have to return it to you. Ray
Seller wrote- OK, we will contact the supplier to come up with a solution.
Message 2. Hi, I have tried to reassemble the hinge more than 30 times, the problem is more than that. It looks like a part of the black plastic that hold the smaller part of the hinge has broken away which will not allow a firm fixing.I have used Philips razors for more than 50 years without a single problem. The part in question obviously does malfunction as they are for sale at Statewide.To fall apart after three weeks is unacceptable. This has to be a warranty issue. Please advise. Kind regards, Ray Keys
Seller wrote- Hello! The metal piece needs to be inserted and fixed to connect the upper and lower knife heads.
Seller wrote - Hello! Could you please send us the photo so that we can see what's going on? Thank you!
Message 1. Hi, The hinge on the SP9830 razor I received 3 weeks ago has broken. I have a photo that I can send to you. Please advise.Ray
e_purchasing
·1 week agoYou like long stories but I don't so what you should have done is returned the item completely for refund and re-ordered another.
As far as your drawn out communication, you can't be making threats, you either believe they sent the blades or not and I can't imagine that something inexpensive would not be posted out . I also would not see those as being sent any other way than a bubble envelope with a stamp via letterpost (costing $2) as opposed to trackable service costing much more
springyzone
·1 week ago@thebunchofkeys
I think your main problem is you got into a massive exchange of messages with the seller.
Have a look at your message 13. You tell the seller you have 2 options.
The seller is well aware of your options and is aware you are not using your main one.
Here's my main advice for the future.
If something does not arrive or is faulty from the get go or very soon after, do not start exchanging messages with the seller. Open an ebay claim for item not as described, outline the problem-something like small plastic part that holds the hinge is broken. That's it, no further details. Maybe include a photo. The seller then has to respond. Under absolutely no circumstances accept an offer to send you a new part if you close the claim. Insist on a full refund for a faulty product. The reason for this is obvious-some sellers will give a buyer the run around & the buyer will wait till the time limit expires.
Never mention feedback as that might be taken as extortion.
Never, ever just return an item off your own bat. You need to do it only through the dispute process, where a seller issues you with a return label.
From what you have outlined though, you used the item for 3 weeks. I am not sure where you got all that info about being able to return if an item becomes faulty in the 30 day window. I am presuming off ebay?
But you're in dicey territory there because ebay does not actually back any warranty claims in ads. And in a lot of ads, they are just words on a screen and won't be honoured by the seller either, not unless you are buying from an authorised company.
Had you just opened an ebay claim without any messaging and had you just outlined the fault, I suspect you would have won your claim.
But right at the start, you sent a message to say the hinge you received over 3 weeks ago has broken. Not was broken on receipt or is broken. Has broken. That implies it was fine when received and so you turned it into a warranty issue and not a faulty item received issue.
Ebay may say one thing but their rulings are not always consistent & it sounds as if someone there decided it was not a faulty product issue but more a warranty issue.
I think you'll just have to buy the replacement bit yourself. Is it even a genuine Phillips?
Don't bother returning anything to seller, seller has no intention of replacing it and never did have-was just stringing you along.
*casey*
·1 week ago · Edited@thebunchofkeys
"Yes, the staff has already sent the goods to you and it shows that they have been delivered. Thank you!" - Unlikely !
Is the seller a registered business ?
An authorised reseller of the product ?
What is the item number ? - Don't give the seller's name
thebunchofkeys
OP1 week agoHi Casey,
Sorry, I don't know if the seller is a registered busines or an authorised reseller of the product. Where do I find the item number ? All I know is that the seller agreed to send a replacement part which didn't arrive, refused to send me tracking number as proof of sending and delivery. If they had proof of delivery they must have a tracking number so why don' they show me. I really don't believe it was sent.
Thank you.
lezned-toycollector
·1 week ago · EditedThe item number is in the "About this item" section.
As has already been explained, if the seller isn't an authored dealer/seller, then there is no warranty. You probably should have checked if a warranty applied to your item prior to demanding the seller provide one.
I suspect you're probably on the money in that no replacement part has been posted. In fact, if no warranty applied to your item, I can almost guarantee it.
As a general rule, shonky sellers will never leave themselves out of pocket by forwarding you anything they are not required to send. They'll just play games and string you along by telling you what they think you want to hear - as is apparent in your message string.
sandypebbles
·1 week ago · EditedSpamming messages will not achieve anything
You saying you have been buying for 20+ years, so no reason that you would not know the most basics of buying
Possibly eBay removed the neg because it violated policy, or because the seller reported it and eBay saw the mountain of messages you sent and removed it on that basis, especially the ones telling the seller 'if you don't do what I want, I’ll neg you" (which is basically what you were saying) since there was no grounds for a dispute (feedback extortion which is against eBay policy) or due to the misuse of the eBay MBG
The MBG is not a a warranty, you used the thing for 3 weeks so it is neither not received nor not as described
Other members cannot help you get something you are not entitle to
lezned-toycollector
·1 week agoYour entire issue is your complete misunderstanding of the MBG. It is NOT a warranty. It covers you for items which don't arrive, or items which arrive faulty, damaged or don't match the listing. It doesn't provide warranty for something that breaks somewhere down the track.
In your case, the item arrived in "as described" condition... as in, it didn't arrive faulty or damaged. You state that it worked for 3 weeks - so it was in working order when you received it.
As your item matched the listing, the MBG doesn't apply in your situation. By opening a "not as described" return request, it will be considered "false" and as such will always be closed in the seller's favour. Not to mention that after opening a false request, you also risk account sanctions as an abusive buyer.... and then, of course, your negative feedback relates to a case which was closed in the seller's favour, so it qualifies for removal and would more than likely be picked up by the bots without any seller involvement at all.
Assuming your feedback comments didn't breach any other policy, the rating would probably have remained, had you not opened the false return request.
For your future reference, if you want a warranty, go to an authorised dealer/seller.