eBay is a massive selling site. Yet how does it rate for after sales service? A few weeks after to goods arrive and feedback is given one is no longer able to even call up the page listing the purchase. How does this conform to consumer rights? What happens when a product develops a problem a few months after the transaction has been concluded or, as happened here, the after sales service is proving to be poor and very costly?
Introduction
The purchase is that of a refurbished Lavazza LB1000 coffee machine advertised as having a 1 year guarantee. For the record I own a Lavazza LB1000 as well as a Lavazza LB800 coffee machine (I needed this machine for another location). I am familiar with their functioning.
The purchase
Below is the only information that remains on eBay after the purchase was concluded. eBay deletes these transactions from buyer’s account a mere 4 months after the sale is concluded. In an era of big data and massive cloud storage what interest does eBay have to skimp on making transactions permanently available?
Macchina caffè Lavazza BLUE LB1000 RIGENERATA + GARANZIA
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Item Id:
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181162537046
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The seller is called empire267 and has been an eBay member since 27 July 2006. He is based in Italy. The eBay item Id is 181162537046.
A total of Euro 105 was paid for the machine and shipping. Below is the PayPal transaction.
Package #1
The machine arrived. It was packed with expired hard plastic capsules and flattened cardboard boxes.
After unpacking the machine I noticed that this machine, unlike the other ones I own was crushing capsules and was not working well.
I sent to the vendor photos of the crushed capsules and after an exchange of message he asked me to return the machine.
I packed the machine in industrial wrapping and bubble wrapped it and sent it to the vendor at a cost of Euro 20 (copy attached). I also included a coffee capsule asking him to try the machine before shipping it out again.
Total cost of transaction up to this point: Euro 105 + Euro 20 = Euro 125.
I received the fixed machine. The vendor informed me that he had replaced a part, sending me the part that was replaced.
Package #2
The machine arrived for the second time packed in crushed carton boxes with little or no proper bubble wrapping that I think is necessary for an object of this size and weight. The coffee capsule I had sent was returned unused.
Yet again the machine did not work and after an exchange with the Claudio Frontori the vendor I was asked to resend the machine yet again. For the second time I packed the machine using packing film and layers of bubble wrap rather than the crushed carton boxes and sent it off. The cost was Euro 20 (document attached).
Total cost of transaction up to this point: Euro 105 + Euro 20 + Euro 20 = Euro 145.
Package #3
This time round the machine arrived damaged. I communicated with eBay seller empire267, Claudio Frontori sending him the photos (attached).
In an email I sent I explained that I was out of the country and would be in Italy in March. I mentioned that this machine had cost me and additional Euro 60 and I would like a refund. The vendor did not reply.
I posted the machine for a third time at a cost of Euro 17 (shipping document attached).
Total cost of transaction up to this point: Euro 105 + Euro 20 + Euro 20 + Euro 17 = Euro 162.
As things stand
Upon posting the machine I emailed the vendor. This time he replied that he could only change the machine or fix it. I am upset that he communicated this after the machine was sent. I informed him that I want to take the matter up with eBay as I felt that it was his negligence both with packing the machine and with not testing that a machine worked correctly before he shipped it out to clients that had cost me almost Euro 60. I expect that he picks up the tab for the additional postage.
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