What do I do when the seller has not refunded or replaced a faulty item?

[inglewoodpete]

I purchased item 361358815253, paid AU$99.99 by PayPal on 8th March 2016.

The item was a car DVR and it took me two weeks to fully instal the item in my car.

The item was faulty and I requested a return on 2nd April Return ID# 5027618489.  After following the seller's instructions, the item still did not work.

On 9th April, the seller requested that I return the item for replacement.  After receiving instructions for returning the item on 11th April, I posted (returned) the item on 12th April.

The seller received the item on 7th May and said that they had returned it to the factory for exchange with a working item.

Since then, I have requested updates from the seller on the replacement and have been told that the factory has not replaced the item, please be patient and please do not worry.

This has gone on for too long.  I need the replacement as I now want to sell the car.

eBay does not recognise the transaction nor does it recognise the return ID so I appear to be unable to contact ebay any other way.

I'm hoping you will help.

Peter

[kopenhagen5]

It's too late for an eBay case but you could try opening a case in PayPal for item not as described but you will need the postage tracking number to show the return of the faulty item.

[inglewoodpete]

This highlights the problems with buying technology-items from overseas, particularly via eBay.  It takes typically 3 weeks to arrive by post; it may then take a week or two to install/configure/test.  

If it proves to be faulty, it takes another week to convince the seller that it needs replacing and then a further 3 weeks to return by post.  If the seller or their supplier delays the replacement (intentionally or otherwise), then eBay walks away from any security assurance stating their 90-day limit.

I guess the lesson learned here is that I should have panicked and demanded a refund as soon as the item proved to be faulty.  The reason I didn't panic was that I have a couple of friends with the identical model DVR which have been trouble-free - a replacement seemed to be the sensible option.

Yes, I have the postal tracking number and the seller has already acknowledged that they received the returned item.  Just no replacement has been sent.

Peter

[kopenhagen5]

In that case go to the resolution centre in PayPal and open a case for INAD.

At some stage they will ask you to return the item in which you upload the tracking for a refund.

And yes, in cases like this best to open a case and if the replacement arrives you can just close the case.