Return Request

[teenjar]

Hi.
So I purchased a mobile phone on here and received it on Friday, only to find that I am unable to use it here.
The seller advertised it as being unlocked, but it is not.

On Saturday I issued a return request to the seller, but they have been sending me messages giving me possible solutions to solve the problem.
None of them have worked.

By my own research I discovered that the phone can't be unlocked.
So I told the seller straight out that I want to return the item and my money refunded.

They seem to be ignoring me.
Just want to know what is the next step in the process of trying to get my money back.
I can ask ebay to step in on the 1st of May.
As I have never had a problem with ebay, I just want to know what happens next.

Thanks.

[phorum_junkie*]

If it is a not as described dispute then it is better to open it through ebay and as the unit is not ft fr purpose the seller should have to pay for the return postage if they want it back. Open a dispute as soon as you are able and make it very clear to the seller that it is of no use and is not as advertised, even if you have already done this it is better to do it through the dispute. If the seller will not give you a return label or refund without return escalate the dispute so ebay will get involved.

[horizon1907]

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@teenjar wrote:

Hi.
So I purchased a mobile phone on here and received it on Friday, only to find that I am unable to use it here.
The seller advertised it as being unlocked, but it is not.

On Saturday I issued a return request to the seller, but they have been sending me messages giving me possible solutions to solve the problem.
None of them have worked.

By my own research I discovered that the phone can't be unlocked.
So I told the seller straight out that I want to return the item and my money refunded.

They seem to be ignoring me.
Just want to know what is the next step in the process of trying to get my money back.
I can ask ebay to step in on the 1st of May.
As I have never had a problem with ebay, I just want to know what happens next.

Thanks.

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Do as phorum has suggested. Also, do not let them stall you. Can I ask, why did you purchase a Mobile Phone online. Go into a Shop and buy one. That way if you have any problems, you can take it back. 

[joethenuts]

sorry horizon , its prob a seconhand phone thats why it was brought online, and your theory of why not buy from a shop ,well if everybody did that , where would you sell your goods mmmmm.

any way the op will be ok you shoukd get your money back no problems , buying a phone that you cant use reminded me a whille ago when i purchased a couple of 4 tier filing cabinets that had a lock , the only trouble was when i went to pick them up \. they were locked and a key was nowhere to be found , I just said to the lady can you see a problem here ,mmmmm  she said oh my god ,how silly of me , anyway still havent heard from them ,

[lyndal1838]

Joe, your theory is wrong.....the OP spent hundreds of $$$ on a new phone from a seller in Hong Kong with terrible feedback.

It is a recipe for disaster, not the least because the OP cannot send the phone back by ordinary mail.  It will cost big $$$ to return it by specialist courier.

[padi*0409]

It sounds as though the OP has opened an eBay MBG and is able to ask eBay to step in on 1st may, in which case if the OP wins the dispute then the seller will have to pay for the return postage.

If it's the Samsung then item location is given as Australia, so it'll be very interesting to see if the seller will take the phone back within Australia, or if eBay insists on an Aussie return address...............................if I was the buyer I'd try to insist that the seller pays the return shipping upfront, especially if it has to go back to Hong Kong by a specialist courier.

[cherry*135]

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@teenjar wrote:

They seem to be ignoring me.
Just want to know what is the next step in the process of trying to get my money back.
I can ask ebay to step in on the 1st of May.
As I have never had a problem with ebay, I just want to know what happens next.

---

The phone is clearly advertised as being unlocked. As it isn't unlocked, you need to progress with your eBay money back guarantee on 1 May.

You shouldn't have to pay for the return shipping if your claim for item not as described is accepted by eBay.

I don't think the sellers AU warranty meets eBay policy either.

[teenjar]

Thanks for all the info guys.
Much appreciated.
I will let you all know how I go later on.

[teenjar]

So the seller sent me a message outside of the return request, which seems pretty suss.
They want to know if it is ok for them to organize the item to be picked up and it will arrive a their service station in 1.5 weeks.
Where they can then organize a replacement or refund.
They are still keen on the replacement idea, even though I have made it pretty adamant that I want a refund.

I am thinking that I should organize postage to their aussie return address, and they can refund me the postage cost too.
That way I can keep track of things.

[padi*0409]

I also think you would be better to wait until they make that offer in the MBG process and not through a message outside the MBG, you could be left high and dry if things go pear-shaped.

I'd email them back and ask them to put that offer into the MBG, it sounds to me as if they're stalling and trying to get around the system.

Other members may possibly have a better idea on this one than I do, the problem is that the MBG is a new process and is certainly not an easy one to deal with, anecdotally even the eBay CS reps are not certain of the processess involved.