On an unfortunate day I had bought an electric tandoor from Ebay for 2500 approx and I still dread it.
When I received the product, it was in a damaged condition and when I tried to operate it, the body of the tandoor started burning.
So I asked for replacement. After a lot of pondering I decided that I wanted refund. Thinking that it was such a big brand, it would be hassle free to get the refund. But to my dismay, they wanted me to click photos of the damaged tandoor and send it to them. Still I did it to get a response from them.
Till 6-7 days there were no mails or contact from Ebay that they have received my mail. So I decided to call them and ask what was the status. It took 7 days to get my claim heard to the Ebay customer care. Its a real shame.
But finally when my claim was heard, this is the following response that I get through Ebay:
Dear .,
Further action was undertaken on your eBay guarantee* claim. We request you to review it and help us with the necessary information.
Please find the details here:
Action: Buyer to provide proof of return shipment.
Remarks: "We tried to call you on 12/01/2014 11:31, but your number was constantly ringing. So we request you to reship the item back to the seller and provide us with valid tracking details. We are requesting you to reship the item back to the seller and provide us the proof of dispatch copies; you can send us scanned images of the dispatch copy in jpg format at insellerverification@ebay.com within 72 hrs. Failing to which claim may get close and refund request would be rejected.
Kindly send the item back to the seller on below mentioned address:
thrukamsggn, Kams Brands.
email: thru.kams@gmail.com.
Phone: 9899999468.
Address:
Basement, House no. 6405,
DLF Phase 4,
Gurgaon,
India 122002.
The reimbursement would be sent via coupon on your register email address and you can expect to receive it within 7 business days, which is valid for 1 month. Waiting for your earliest response."
This is not end of the story. To add further to my disappointment, they said that I was should cooperating by sending the article back to them and that they would reimburse me the courier amount. so my answer to that was what about compensating for loss of time and energy, very mechanchandru021y the answer was you have to ship it.
After some days there was a call from them asking what the situation was. I described it again and then they say that lease wait for some time I ll get a call back. But nobody called.
After sometime my claim was closed and when I called back they said they cannot do anything anymore. Wash hands from everything
My question to Ebay:
As told by your executive, are you just the mediators between buyers and sellers or are you responsible for after-sale service too? If you do provide after-sale service then do you treat all the consumers with the special treatment that I have got?
Also it would be great if you could give me an alternate option for getting my refund because I cant send more time and energy by reshipping the product .