Your Saving Grace: eBay won't refund me for car pump that is faulty - can I get my money back? - iNews

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After, I contacted eBay but was told I could not get my money back as it was after their 30 day money back guarantee finished.
Unfortunately, however, eBay refused to give you a refund saying it was outside of its 30 day money back guarantee when you reported the issue.
It arrived on 1 June but I was unable to get the pump fitted immediately due to the garage being full.
It remained in the package until 23 June when I was able to get the pump fitted.
The seller had 100 per cent positive feedback.

Your Saving Grace: eBay won't refund me for car pump that is faulty - can I get my money back? - iNews

I purchased a PSE Pump for my car in early May of this year. It was advertised as new and had never been in a car. The seller had 100 per cent positive feedback. It arrived on 1 June but I was unable to get the pump fitted immediately due to the garage being full. It remained in the package until 23 June when I was able to get the pump fitted. It did not work fully and I thought it may be a garage issue but when I took it back on 6 July, they informed me the pump was useless. I contacted the seller and placed a negative feedback report on eBay stating the pump did not work after not hearing anything back. Immediately the seller responded asking me to remove the feedback but when I asked how she would resolve the issue, I, again, did not get a reply. After, I contacted eBay but was told I could not get my money back as it was after their 30 day money back guarantee finished. This seems unfair – is there anything I can do? Mr S, via email Grace says: A PSE pump controls a number of features in a car including the central locking, alarm, and rear demister, meaning it is an essential piece of kit. When you purchased one on eBay for £299 you did not envision there to be any issues, especially when it turned up in good time. However, the problems started when you went to go it fitted at your local garage. It took some time to get an appointment as it was booked up for weeks in advance. Initially, the pump didn’t work and you thought it was perhaps the garage’s work as opposed to the pump itself but the subsequent appointment revealed that, in fact, it was a faulty product. You immediately contacted the seller who replied they would speak to their husband about it but no further communication was received. As a result, you decided to report the issue to eBay. However, you discovered the following day the feedback had been removed by the site. You raised a complaint with eBay as the seller was still showing 100 per cent positive feedback and you were not provided with a solution. Unfortunately, however, eBay refused to give you a refund saying it was outside of its 30 day money back guarantee when you reported the issue. This is despite the fact it was a car part and has to be installed professionally. Garages are currently overloaded with work and you scheduled the car in at the earliest possible time. I could see this was an unfair and frustrating situation so got in touch with eBay to see if it could offer a solution. However, it re-iterated that as the issue was outside of the 30 days, it could not do anything further. An eBay spokesperson said: “At eBay, we have high expectations for the level of service our sellers provide. If we find that sellers are not offering a high quality service to our buyers, we will communicate with them to let them know that they need to improve and give them tips on how to do so. We will also always inform sellers of what the consequences may be if they do not improve their service. “If sellers do not improve then we will take action to encourage them to do so. When sellers improve their performance then these measures will be removed.” This was a disappointing response considering the situation you had been left in, especially as it was clearly an item you couldn’t test would work at home. It serves as a warning to other eBay customers that they should be prepared to be able to return an item within 30 days or risk losing their money altogether. Fortunately, there are steps you can still take including trying to claim the money back from your bank. Section 75 of the Consumer Credit Act offers protection for items or services valued from £100 to £30,000, of which at least part of the purchase was made with a credit card. This means you can claim a refund from your card provider if you’re unable to get it from the retailer. You can also try chargeback if you made the purchase through your debit card. This lets you ask your bank to refund a payment on your debit card when a purchase has gone wrong. Usually, this has to be done at least 120 days before the transaction date. In many circumstances a bank will pay out if it sees a customer has been wronged so here’s hoping your bank helps on this occasion. Do you have a reader query, concern or question? Contact: grace.gausden@inews.co.uk
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