topic Re: Issue with a purchase in Buying

Issue with a purchase

simbaroo*1 — Fri, 13 Nov 2020 20:29:40 GMT

I bought a solar fountain for just under $200. It doesn't function the way it is described in the user manual they sent me or the way you would expect it to. I have been exchanging messages with them about the it and they are being deliberately evasive about the issue. I read the eBay product listing and it doesn't state exactly how the product works so l can not claim that product is not as described. It is covered by a one year warranty and is definitely not functioning as described in the manual l received with the product. I just want them to address the issue and offer a solution....at least a partial refund. I don't know if l have a leg to stand on for a refund because the product listing doesn't describe exactly how it works. So lm not sure what to do from here. I don't want to lose $200 for a faulty product. It's very deceptive on their part. Does the manual description count for anything? Will eBay likely side with me or them? Thanks guys

They didn't send me a warranty proof so l don't even know how to make a warranty claim.

Re: Issue with a purchase

lyndal1838 — Fri, 13 Nov 2020 20:50:17 GMT

Can you post the item number please.

How does the item function compared to the description in the listing?

It certainly sounds as though it is not as described.

The only warranty you woud have is if the seller is a registered Australian business who is an authorised seller of the item. I suspect that your seller is not a registered Australian business so any warranty will be useless.

Re: Issue with a purchase

kopenhagen5 — Fri, 13 Nov 2020 21:55:17 GMT

If the seller is not offering a solution then open a case for INAD, you only have 30 days before that option is no longer available.

Then the seller may offer something.

But don't close the case until you have satisfaction as you cannot reopen a case.

Re: Issue with a purchase

simbaroo*1 — Fri, 13 Nov 2020 22:03:09 GMT

Thanks for responding. Item number 371429763241. They are a large australian business so lm assuming theyd be registered. How can l find out?

Basically the fountain doesn't operate when the solar panel is in the sun which is an assumption you make of solar products but it also clearly states it three times in their user manual. It says that the battery is a backup which is charged for use when it's cloudy or night time. Instead the way it functions is it doesn't function in the sun until the battery is charged via the solar panel. Then when it's charged you can operate it if you turn the battery on so you have to use the battery even when there is full sunshine (Hope this explanation makes sense)

Their listing is a bit ambiguous....mentions it has a battery but doesn't describe the way it operates exactly.

I have sent them photos of the three places on their manual that says it's supposed to run on solar power alone and extra solar charges the battery for use when it's cloudy or night.

What do you think?

Re: Issue with a purchase

simbaroo*1 — Fri, 13 Nov 2020 22:07:46 GMT

Thanks but can l do an INAD even though it's different to the user manual not necessarily the listing?

Re: Issue with a purchase

simbaroo*1 — Fri, 13 Nov 2020 22:14:24 GMT

Thing is also I don't want them to agree to return but make me pay postage as the items huge and heavy. How does an INAD case work? Do ebay step in to assist? That's why I'm trying to solve the issue with them before opening a case.

Re: Issue with a purchase

*tippy*toes* — Fri, 13 Nov 2020 22:44:07 GMT

If an INAD is approved, then the seller has to pay the return postage. As they are in Australia, they would be required to send a shipping label.

They've sold 455 of them, so it's possible you got a dud one. It happens.

Re: Issue with a purchase

kopenhagen5 — Sat, 14 Nov 2020 00:02:11 GMT

When you open a dispute case INAD and ask eBay to step in do they look at your message exchanges with the seller to help them resolve the issue?

eBay can look at messages but often don't.

Even if they did read messages, their decisions are usually based on their systematic approach rather than case by case.

Buyer wins 95% of INAD cases, especially if a seller stops responding.

Re: Issue with a purchase

simbaroo*1 — Sat, 14 Nov 2020 00:02:15 GMT

Thanks. Yes well that's my point l got a dud one but they are not admitting to it despite me sending them video proof.

Re: Issue with a purchase

*tippy*toes* — Sat, 14 Nov 2020 00:25:11 GMT

@simbaroo*1 wrote:
Thanks. Yes well that's my point l got a dud one but they are not admitting to it despite me sending them video proof.

Then open a dispute. As mentioned, you only have 30 days to do it through eBay, so don't delay. It sounds like you've tried to work something out with the seller and they aren't complying, so the dispute is your only option now. Other sellers have them, so send it back, get a refund and buy from someone else.

Don't send back until eBay tell you to though. You must follow the rules for a dispute, or you'll lose out.

Re: Issue with a purchase

simbaroo*1 — Sat, 14 Nov 2020 00:30:28 GMT

Thankyou. But what's the difference between opening a dispute or using the warranty they supply? Thanks

Re: Issue with a purchase

*tippy*toes* — Sat, 14 Nov 2020 00:52:43 GMT

Opening a dispute should get you a refund on return of the item. A warranty on eBay isn't worth the paper it's printed on. They are impossible to enforce.

Re: Issue with a purchase

simbaroo*1 — Sat, 14 Nov 2020 01:24:55 GMT

Oh ok l didn't know that. I would have thought a seller that big would honor their word. Good to know.

Re: Issue with a purchase

twyngwyn — Sat, 14 Nov 2020 04:09:53 GMT

here are the reviews....some buyers have been unhappy:

https://www.ebay.com.au/urw/Gardeon-4-Tier-Solar-Powered-LED-Fountain-Sand-FOUNT-BOWL-SAND-/product-reviews/19034410415?_itm=371429763241

Re: Issue with a purchase

simbaroo*1 — Sat, 14 Nov 2020 07:46:49 GMT

Thanks l just checked and most are satisfied. What l can't figure out is if they all operate like this or if lve got a dud. According to the user manual it's defective but l don't know if the user manual is wrong or the product itself. Would be good if l could compare with other buyers.

Re: Issue with a purchase

twyngwyn — Sat, 14 Nov 2020 07:55:43 GMT

I noticed the seller is listing that item as a 'private listing' (you can't then work out the f/b)

Re: Issue with a purchase

simbaroo*1 — Sun, 15 Nov 2020 00:09:01 GMT

I should prob know this but what's the f/b?

Re: Issue with a purchase

davewil1964 — Sun, 15 Nov 2020 00:10:23 GMT

Feedback

Re: Issue with a purchase

springyzone — Tue, 17 Nov 2020 23:48:23 GMT

You're not happy, it isn't operating as you expected.

I think you are obsessing about the manual and whether or not the thing is working as it should because the manual seems to suggest otherwise. It actually doesn't matter.

There is no way ebay is going to bother reading the manual to make a decision.

All you have to do is open a not as described claim with ebay. State that it is not working as described. Don't admit to confusion. Just that it is not functioning properly.

You should win the claim and as others have said, as long as you escalate, you should get a refund. Don't close though till there is a resolution. If the seller offers a partial refund for instance, wait till it arrives.

Now is the time to act, don't wait around hoping a warranty will work (it probably won't, as you've seen from the evasive replies you have had), not when you can get a refund.

Re: Issue with a purchase

digital*ghost — Wed, 18 Nov 2020 11:25:41 GMT

@simbaroo*1 wrote:
I read the eBay product listing and it doesn't state exactly how the product works so l can not claim that product is not as described.

This is all they have in the description about how the solar panel and battery work, however I don't know if this was the wording at time of purchase:

"The Fountain features a 4-tier bird bath with water cascading down all the way. The 3W polycrystalline solar panel is weather proof and charges up a rechargeable lithium battery..."

In other words, they don't explicitly say that the solar panel directly powers the fountain, only that it charges the battery.

-But- The subitle clearly states "✓LED Lights ✓Back up Battery ✓5M Cable ✓Easy Setup". This is part of the description, and certainly far easier to spot than the description quoted above. Back-up battery indicates it's a back-up power source (unless it comes with a spare battery), and from that most people would assume the solar panel is the primary power source.

In case you need to argue it with eBay.