Some opinions please

[bella_again]

Hi,

I've recently sent an email and some photos as the seller requested regarding an item I recently brought that does not work.  The seller has replied giving me two options,

1) Take 30 dollars and keep the item

2) Pay postage which will be between 20 -30 and return the item then they will send a new one.

30 dollars is a far cry from 124.00 and the quality of the item is such I'm not sure I want a replacement.

It works on about quarter of what it claims to work on and really its quality is very poor.  Do I have any rights at all?

Do I just write it off and be done with it?

[kopenhagen5]

No don't write it off.

Getting another is probably not going to be any better.

Ask yourself what you would like to happen?

[bella_again]

I think I would settle for a refund for the sale price minus the postage cost to the seller upon return.  Do you think that is unreasonable?

I'm happy to pay for its return but not happy to absorb a faulty machine. Do you think putting that option to the seller is unreasonable?

[motherbear2003]

I know they sell a lot of items, but with feedback like the seller has, I wouldn't have touched them with a ten foot barge pole.

You will need to file a PayPal dispute for Item Not as Described, seeing as how the seller is totally unreasonable.  Unfortunately you will need to pay return postage as the seller states "14 day exchange, buyer pays return postage", and you will need to send it back registered so you have proof you did in fact send it back.

I would upgrade the dispute to a claim in the allowed time frame, which I think is 3 days, and the seller will be hit with a $15 charge.

I would demand a refund and would not take a replacement:|

[digital*ghost]

If the item doesn't work, you have a right to refund if that is your preference. From searching your purchase history, I'm assuming it's the steam cleaner - the exchange option in their return policy isn't applicable here because the goods are faulty, so don't let them try to tell you it's your only option.

I would reply with a polite note stating that as the item is faulty, you do not wish to have a replacement as you have no faith in the brand/product. If necessary, remind them that you have a legal right to a refund  and will pursue that option. 

I'm also assuming you paid via PayPal since it's the only method offered, so if it comes down to it, you can open a Not As Described dispute - PayPal will require you to return the item by registered post, so you'll still be out $30-odd unfortunately, but you should receive a full refund of the original payment. 

[bella_again]

You know I've actually brought off them before with no hassles but that was ages ago and the feedback is way worse but you are right.  So far all communications have been through ebay messages.

But I think in this case if I send back the item without paypal involved I might never see my money again! I had lodging disputes but I think this time I may just have to, just don't want to be unreasonable. 

[kopenhagen5]

Ok bella, I would also open a case if it's faulty as suggested.

You will only lose the return postage.

No, that's not unreasonable at all. Good sellers rectify and offer A1 service before you need to ask. 

And if ever you feel unsure during the case, there are plenty of members here whom will support and help you through the process. 🙂 

[bella_again]

Do I need to lodge a dispute though before sending back or do I send back with registered post and open a dispute if the funds aren't forthcoming?

[bella_again]

Thanks Kophen much appreciated :).  It's borderline really in terms of being faulty, it does not work as described, I suspect there is an issue with the pressure valve as the pressure of the steam is poor.

I sent photos to prove as best as I could that the item does not work.  I think they feel that because it works partially that I should settle for that and 30 dollars!

[digital*ghost]

Do I need to lodge a dispute though before sending back or do I send back with registered post and open a dispute if the funds aren't forthcoming?

I would open the dispute before returning the item to ensure that you are given the correct address - make sure communication takes place via the dispute in PayPal so everything is on record for them to see. If the seller isn't communicating or offering a reasonable solution, you'll need to escalate it to a claim.