[Resolved] Ebay.in — Selling defective laptops under the guise of new machines | |||
I purchased a laptop from ebay.in on 22nd June 2014 from a Mumbai based vendor - Cglobal.in. The laptop was listed as a brand new machine for which I paid in full via my debit card. However, when I received the laptop I was shocked to have received a damaged machine - the sides of the laptop body were scratched, and the left Shift key on the keyboard is permanently depressed. I tried resolving the issue with the vendor (CGlobal.in) and ebay.in on this - even lodged a refund request with ID 557175. It has been over a week and nothing has happened in spite of frequent issue resolution reminders. I have been unable to work for the past week because I am unable to use a machine that needs to be returned. As a consequence. As a result of this, I have already been set back by 28K in fees because I work as a freelance consultant that gets paid on a weekly basis for the work done. Please advice - I really need urgent help. Was this information helpful? | |||
Complaint marked as Resolved
The vendor agreed to provide part replacements for the defective components, and has been able to amicably resolve the issues to my satisfaction eBay.in customer support has been notified about the posted complaint. | |||
 3 Comments | |||
Comments
Dear Customer, We have taken a note of your details and will get back to you with a resolution at the earliest.
Reply
Dear Sir,
With respect to your claim we on the very Second day of receiving your email offered you 2 options as a substitute to your laptop and also gave you the option of a refund from our end immediately. BOTH however were not acceptable to you and the matter was escalated without reason. You filed a claim with ebay which also got rejected as our intention to help was evident in our exchange of emails and call records. Inspite of ebay rejecting your claim we again contacted you to provide service on 22.07.2014 but that too was not acceptable to you. We are as of today also willing to provide you a refund once you ship back the laptop and we check the same.
For your reference and reference of forum members here are the events that transpired in a nutshell :
Kindly Note we received your email on 28th June, 2014 with mention of blemishes on the laptop and supporting images.
We sent you an apologetic response and offered you 2 laptop options as a substitute:
Dear Sir,
Here are the following offers you can consider.
1) http://www.amazon.in/dp/B00HFIJ7E0 - With 1 year standard carry in warranty from Dell.
2) Above offer without touchscreen - Rs. 53580/- All Inclusive.
We also offered you a refund for your laptop. However you said you’d want the following:
1. I'm willing to upgrade to a 17" box of the same make (17R-7737) - I'm way over my budget, but will pay an additional 8K as fair exchange value. This is as far as I'm willing to stretch
2. If the above exchange in not agreeable, I'll raise a refund ticket on ebay citing the reasons for doing so
PLEASE NOTE: the laptop you purchased from us 51, 591 and u wanted a laptop in exchange that costs Rs 67, 881 - a difference of 16, 290, which is extremely unreasonable after having offered you a full refund and/or other options in this range. More so we also partly agreed to giving you the 17” laptop if you paid us 12, 000 more instead of 8, 000 suggested by you. In this case too we were bearing a loss of Rs 4, 000 which again was not acceptable to you.
We again offered you a refund but you stated that you would raise a claim with ebay. In response to the same we still emailed you the following:
1) Immediate replacement but unfortunately we were sold out and did not have a spare unit.
2) Instant refund from our side(due to your urgency) and a gift from our side as a token of appreciation.
3) We offered you a new unit with same specs with guarantee that well get the "touchscreen" started working at Dell Bangalore service center. (We can still happily do this for you or we can get it started and ship it to you if you want to give this one more week since it will be done by Dell center, timeline will depend on how soon they give it back to us).
4) We can replace the keyboard for you even today but Chassis replacement cannot be guaranteed
You still went ahead with the claim, which eventually even got rejected by ebay as they had proof of the chain of emails shared between us where we offered you all possible solutions and support, which unfortunately was dissatisfactory in your view.
Inspite of ebay rejecting your claim, we again called you on 22.07.2014 to resolve your issue but you denied taking our support. We still look forward to assisting you on the matter.
As a last resort to resolve your issue we are still willing to accept the laptop used by you and provide you a refund once we receive and the check the laptop. If the same is agreeable to you please let us know. We have time and again followed up with you as can be seen in the email follow ups and call records and have never denied service.
With respect to your claim we on the very Second day of receiving your email offered you 2 options as a substitute to your laptop and also gave you the option of a refund from our end immediately. BOTH however were not acceptable to you and the matter was escalated without reason. You filed a claim with ebay which also got rejected as our intention to help was evident in our exchange of emails and call records. Inspite of ebay rejecting your claim we again contacted you to provide service on 22.07.2014 but that too was not acceptable to you. We are as of today also willing to provide you a refund once you ship back the laptop and we check the same.
For your reference and reference of forum members here are the events that transpired in a nutshell :
Kindly Note we received your email on 28th June, 2014 with mention of blemishes on the laptop and supporting images.
We sent you an apologetic response and offered you 2 laptop options as a substitute:
Dear Sir,
Here are the following offers you can consider.
1) http://www.amazon.in/dp/B00HFIJ7E0 - With 1 year standard carry in warranty from Dell.
2) Above offer without touchscreen - Rs. 53580/- All Inclusive.
We also offered you a refund for your laptop. However you said you’d want the following:
1. I'm willing to upgrade to a 17" box of the same make (17R-7737) - I'm way over my budget, but will pay an additional 8K as fair exchange value. This is as far as I'm willing to stretch
2. If the above exchange in not agreeable, I'll raise a refund ticket on ebay citing the reasons for doing so
PLEASE NOTE: the laptop you purchased from us 51, 591 and u wanted a laptop in exchange that costs Rs 67, 881 - a difference of 16, 290, which is extremely unreasonable after having offered you a full refund and/or other options in this range. More so we also partly agreed to giving you the 17” laptop if you paid us 12, 000 more instead of 8, 000 suggested by you. In this case too we were bearing a loss of Rs 4, 000 which again was not acceptable to you.
We again offered you a refund but you stated that you would raise a claim with ebay. In response to the same we still emailed you the following:
1) Immediate replacement but unfortunately we were sold out and did not have a spare unit.
2) Instant refund from our side(due to your urgency) and a gift from our side as a token of appreciation.
3) We offered you a new unit with same specs with guarantee that well get the "touchscreen" started working at Dell Bangalore service center. (We can still happily do this for you or we can get it started and ship it to you if you want to give this one more week since it will be done by Dell center, timeline will depend on how soon they give it back to us).
4) We can replace the keyboard for you even today but Chassis replacement cannot be guaranteed
You still went ahead with the claim, which eventually even got rejected by ebay as they had proof of the chain of emails shared between us where we offered you all possible solutions and support, which unfortunately was dissatisfactory in your view.
Inspite of ebay rejecting your claim, we again called you on 22.07.2014 to resolve your issue but you denied taking our support. We still look forward to assisting you on the matter.
As a last resort to resolve your issue we are still willing to accept the laptop used by you and provide you a refund once we receive and the check the laptop. If the same is agreeable to you please let us know. We have time and again followed up with you as can be seen in the email follow ups and call records and have never denied service.
Dear Sir,
With respect to your claim we on the very Second day of receiving your email offered you 2 options as a substitute to your laptop and also gave you the option of a refund from our end immediately. BOTH however were not acceptable to you and the matter was escalated without reason. You filed a claim with ebay which also got rejected as our intention to help was evident in our exchange of emails and call records. Inspite of ebay rejecting your claim we again contacted you to provide service on 22.07.2014 but that too was not acceptable to you. We are as of today also willing to provide you a refund once you ship back the laptop and we check the same.
For your reference and reference of forum members here are the events that transpired in a nutshell :
Kindly Note we received your email on 28th June, 2014 with mention of blemishes on the laptop and supporting images.
We sent you an apologetic response and offered you 2 laptop options as a substitute:
Dear Sir,
Here are the following offers you can consider.
1) http://www.amazon.in/dp/B00HFIJ7E0 - With 1 year standard carry in warranty from Dell.
2) Above offer without touchscreen - Rs. 53580/- All Inclusive.
We also offered you a refund for your laptop. However you said you’d want the following:
1. I'm willing to upgrade to a 17" box of the same make (17R-7737) - I'm way over my budget, but will pay an additional 8K as fair exchange value. This is as far as I'm willing to stretch
2. If the above exchange in not agreeable, I'll raise a refund ticket on ebay citing the reasons for doing so
PLEASE NOTE: the laptop you purchased from us 51, 591 and u wanted a laptop in exchange that costs Rs 67, 881 - a difference of 16, 290, which is extremely unreasonable after having offered you a full refund and/or other options in this range. More so we also partly agreed to giving you the 17” laptop if you paid us 12, 000 more instead of 8, 000 suggested by you. In this case too we were bearing a loss of Rs 4, 000 which again was not acceptable to you.
We again offered you a refund but you stated that you would raise a claim with ebay. In response to the same we still emailed you the following:
1) Immediate replacement but unfortunately we were sold out and did not have a spare unit.
2) Instant refund from our side(due to your urgency) and a gift from our side as a token of appreciation.
3) We offered you a new unit with same specs with guarantee that well get the "touchscreen" started working at Dell Bangalore service center. (We can still happily do this for you or we can get it started and ship it to you if you want to give this one more week since it will be done by Dell center, timeline will depend on how soon they give it back to us).
4) We can replace the keyboard for you even today but Chassis replacement cannot be guaranteed
You still went ahead with the claim, which eventually even got rejected by ebay as they had proof of the chain of emails shared between us where we offered you all possible solutions and support, which unfortunately was dissatisfactory in your view.
Inspite of ebay rejecting your claim, we again called you on 22.07.2014 to resolve your issue but you denied taking our support. We still look forward to assisting you on the matter.
As a last resort to resolve your issue we are still willing to accept the laptop used by you and provide you a refund once we receive and the check the laptop. If the same is agreeable to you please let us know. We have time and again followed up with you as can be seen in the email follow ups and call records and have never denied service.
With respect to your claim we on the very Second day of receiving your email offered you 2 options as a substitute to your laptop and also gave you the option of a refund from our end immediately. BOTH however were not acceptable to you and the matter was escalated without reason. You filed a claim with ebay which also got rejected as our intention to help was evident in our exchange of emails and call records. Inspite of ebay rejecting your claim we again contacted you to provide service on 22.07.2014 but that too was not acceptable to you. We are as of today also willing to provide you a refund once you ship back the laptop and we check the same.
For your reference and reference of forum members here are the events that transpired in a nutshell :
Kindly Note we received your email on 28th June, 2014 with mention of blemishes on the laptop and supporting images.
We sent you an apologetic response and offered you 2 laptop options as a substitute:
Dear Sir,
Here are the following offers you can consider.
1) http://www.amazon.in/dp/B00HFIJ7E0 - With 1 year standard carry in warranty from Dell.
2) Above offer without touchscreen - Rs. 53580/- All Inclusive.
We also offered you a refund for your laptop. However you said you’d want the following:
1. I'm willing to upgrade to a 17" box of the same make (17R-7737) - I'm way over my budget, but will pay an additional 8K as fair exchange value. This is as far as I'm willing to stretch
2. If the above exchange in not agreeable, I'll raise a refund ticket on ebay citing the reasons for doing so
PLEASE NOTE: the laptop you purchased from us 51, 591 and u wanted a laptop in exchange that costs Rs 67, 881 - a difference of 16, 290, which is extremely unreasonable after having offered you a full refund and/or other options in this range. More so we also partly agreed to giving you the 17” laptop if you paid us 12, 000 more instead of 8, 000 suggested by you. In this case too we were bearing a loss of Rs 4, 000 which again was not acceptable to you.
We again offered you a refund but you stated that you would raise a claim with ebay. In response to the same we still emailed you the following:
1) Immediate replacement but unfortunately we were sold out and did not have a spare unit.
2) Instant refund from our side(due to your urgency) and a gift from our side as a token of appreciation.
3) We offered you a new unit with same specs with guarantee that well get the "touchscreen" started working at Dell Bangalore service center. (We can still happily do this for you or we can get it started and ship it to you if you want to give this one more week since it will be done by Dell center, timeline will depend on how soon they give it back to us).
4) We can replace the keyboard for you even today but Chassis replacement cannot be guaranteed
You still went ahead with the claim, which eventually even got rejected by ebay as they had proof of the chain of emails shared between us where we offered you all possible solutions and support, which unfortunately was dissatisfactory in your view.
Inspite of ebay rejecting your claim, we again called you on 22.07.2014 to resolve your issue but you denied taking our support. We still look forward to assisting you on the matter.
As a last resort to resolve your issue we are still willing to accept the laptop used by you and provide you a refund once we receive and the check the laptop. If the same is agreeable to you please let us know. We have time and again followed up with you as can be seen in the email follow ups and call records and have never denied service.
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