Archive for September, 2010
eBuyer Technical Help and Returns
More Returns and Pathetic Technical Support
As kindly reported to us by Sam, via our Contact Page:
I ordered an Arkara KG-NASSBE (http://www.ebuyer.com/product/205835) off eBuyer about a month ago (which they have since discontinued).
The item didn’t have most of the features they advertised on the item description page, and some advertised features didn’t work properly. Although this was partly the fault of the manufacturer (Arkara), I sent eBuyer an eNote listing the problems I’d had with it and asking whether they would consider replacing it with a different NAS enclosure considering that I would not have purchased this one if I had known that the features they had advertised did not work.
They told me I’d have to phone their technical helpline, which I did. The technical support bloke was the most useless twat I’ve ever spoken to in my life. After putting me on hold he came back and started telling me the complete rubbish that I “needed to forward the correct ports on my router for any of the functionality on the work”. I tried explaining that I had this directly connected to my LAN switch with my computer.
Even though I had been completely reasonable and polite he then started to insult me for no good reason, saying that I “obviously didn’t know anything about the basics of networking if I didn’t know about forwarding ports”. I explained that I have a degree in electronic and computer engineering and am a professional software engineer so I do actually know what I’m talking about, but he refused to help any further. This experience has completely put me off buying anything from eBuyer ever again and I sincerely hope that this useless tin-pot criminal company goes out of business as soon as possible so they can’t keep ripping people off.
This is a fairly typical experience of eBuyer. Wanting to return an item as it is “Unfit For Sale”; and them directing the customer to the extortionate technical support line, at 10p/minute. Of course, then they insist its’ the customers’ fault, and suggest your being insulting if you dare question their abilities.
Apart from them being totally technically incorrect; you should rarely set up a NAT to use forwarded ports, unless you want your data accessible externally to everyone; clearly he wanted to be able to blame the customer as so not have to return the item to the manufacturer. To me, this seems clearly missold, as is it not fit for the purpose it was advertised for.
I truly hope that Sam and anyone else affected gets their money back.
You might find an alternative number for eBuyer on our “Shout at eBuyer” page.
Thanks again to Sam for telling her experience. Are you in this situation? Please let us know.
eBuyer Returns Policy – Only ONE month!
Returns and Warranty (as reported by Dug)
eBuyer Terms and Conditions
6. Defective Goods and Warranty
6.1 All products (excluding Grade A and B used goods) come with a 1 month guarantee as agreed in the relevant product specification on the website. In the case of a fault, Ebuyer will offer to repair, replace or refund the cost of an item within a 1 month period. If a fault occurs outside of this 1 month period, you are required to contact the manufacturer directly.
This is at odds with the Sale of Goods Act, 1979:
Sale of Goods Act, 1979
The Sale of Goods Act 1979 (as amended) says: if goods break within the first six months after purchase then there is a presumption the goods were faulty when sold.
My item was purchased on the 14th June 2010, and on the 11th August 2010, I found it to be faulty. They’re saying they’re refusing the accept it since their terms state they are only responsible for the first month. I’ve contact the manufacturer, they say I have no contract with them, and that I have to pay to return it.
On a related note, be aware of this legislation; a lot of companies don’t like it and refuse to accept it:
Distance Selling Regulations, 2000 [PDF]
Only if it is covered in the contract and the written information can you require the consumer to pay for the cost of returning the ordered goods. If the consumer then fails to return the goods, or sends them at your expense, you can charge them the direct cost to you of the return, even if you have already refunded the consumer’s money. You are not allowed to make any further charges, such as a restocking charge or an administration charge.
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