Smartphone.online sent me the wrong phone, hilarity ensues

misterpotatomato on 13/06/2017 - 09:50
Last edited 22/06/2017 - 16:43

UPDATE

I dun goofed. I was sure I had bought a Shopping Square phone, however, it was actually from the ebay seller "smartphone.online"

So, I bought two of these when eBay had a sale recently: http://www.ebay.com.au/itm/Brand-New-Samsung-Galaxy-S7-BLACK…

When the listing was on ebay, and this is verified by the snapshot that was taken when I purchased the item (that ebay keeps) the only model number on the advertisement was to say it was a 930F, so, international S7.

Anyway after 6 weeks the phones rock up and I give them to my friends and they enjoy them… until they come over and say they're running a little slowly. I initially try to update to Nougat, but I can't find the software update menu item. Noticing it is a 930V, I google the model number and it turns out it is a Verizon phone.

I message smartphone.online and say, hey, this isn't what was advertised, and they reply and say the following

  1. The MPN that was added was "automatically" added by eBay and is a stock control number, not actually what was sent
  2. The ad says it is a US model phone, so, that gets them off scott free
  3. They also state that the phones, as they are Verizon phones, have been "software unlocked" to work anywhere. So they can't be updated OTA. This is omitted entirely from the phone advertisement.

So, to me, these phones are Significantly Not As Described, being the model number is totally wrong, so the phone has a different CPU and specs. Plus extremely limited band support.

Pictures here:

http://imgur.com/a/Ss4ZW

—UPDATE 22/6—

So, one of the chargers popped while it was in the wall the other night. Upon closer inspection, I realised that the chargers are actually COUNTERFEIT. Photos here:

http://imgur.com/a/2XFWv

So the devices can't be brand new in box as they were obviously unboxed to have the original chargers replaced with counterfeit ones, and also software unlocked to make them work in Australia.

The saga continues.

Electrical & Electronics

Related Stores

Shopping Square
Shopping Square

Comments

  • scrimshaw on 13/06/2017 - 09:57
    +2

    There should be an old listing archive when you access "My ebay" and click on "see the item I purchased".

    any edits +revisions made to the listing can be seen too on the item page.

    Also I bought the same phone and the phone was able to get a security update (showing May 2017 on mine). Try installing Root checker and see if your device is rooted. If it is, it shouldn't have been and I think that's grounds for SNAD.

    • misterpotatomato on 13/06/2017 - 10:04

      Yeah I did that. The ad when I bought the phone makes no mention of 930V.

      Wait, did you get a 930F or 930V?

      • scrimshaw on 13/06/2017 - 10:06

        Save the old page as a PDF document and use that to submit the claim for SNAD.

    • Diji1 on 13/06/2017 - 10:22

      I too can modify the page code to make it say anything and then take a screenshot of it. Foolproof system!

      • scrimshaw on 13/06/2017 - 10:23
        +1

        ebay actually archives the page data, so if your PDF contains the direct link to the revised page it's good proof that the item listing was edited and omitted key info.

      • misterpotatomato on 13/06/2017 - 10:30

        No system is perfect, but yeah, archived ebay buy page backs it up.

    • misterpotatomato on 13/06/2017 - 10:31
      +1

      It's not rooted. But they have confirmed that they flashed it with some random firmware that unlocks the phone (and breaks OTA updates).

  • CyberMurning on 13/06/2017 - 10:24
    +4

    i dont understand shopping square they are big enough why risking reputation on something like this. clearly (from my view) that this is their mistake not checking the listing or put correct model number properly in the main listing description. they sold millions mobile they should know mobile phones comes in different models/versions.

    if me i will just refund cover all the return cost and keep my store reputation good.

    • ihbh on 13/06/2017 - 10:29
      +1

      Probably because the margins of these online businesses are razor thin.

      I agree, a good store reputation is critical.

  • misterpotatomato on 13/06/2017 - 10:33

    This was their response when I called them out on the 930V issue:

    "smartphone.online sent you a message about your request:

    "Dear customer, Hello! We are sorry for your concern. As described in our item specific & item description, our phone is USA model(N920V from Verzion) + software unlocked. We afraid that you didn't finish reading our item specific and item description, so lead to the confused. Please note that MPN: SM-G930FZDAXSA is not the model number, it's an inventory stock number added by ebay system automatically & can't be removed. This is the reason why we also added USA model + software unlocked inside our item specific & item description(Attached please find a photo of our item specific for your information). Since we stated our phone is software unlocked, we need to unlock our phone and make it fit for use in Australia, so lead to your concern about not update, a software unlocked phone can't update by OTA, you need to update it by rom flashing. If you don't want a rom flashed Samsung phone, please don't purchase software unlocked phone, you need to look for a FACTORY UNLOCKED phone. Please don't worry, we offer 30 days No Reason Return, you can return the phone to us for full refund. Please feel free to let us know if you need return for full refund, we will provide you return details, sorry. Sincerely,""

    Interesting stuff, namely, the flash it with some random ROM to unlock it. Very dodgy.

    • scrimshaw on 13/06/2017 - 11:24
      +1

      we offer 30 days No Reason Return, you can return the phone to us for full refund

      I'd return it, but make sure they don't try to charge you the 10% restocking fee.

  • PJC on 13/06/2017 - 10:48

    Please note that MPN: SM-G930FZDAXSA is not the model number, it's an inventory stock number added by ebay system automatically & can't be removed

    I've just Googled MPN: SM-G930FZDAXSA to find it is a Samsung Galaxy S7 32GB - Gold.

    • misterpotatomato on 13/06/2017 - 11:06
      +1

      It's also the exact phone that the good guys sells, as it is the international model

      • PJC on 13/06/2017 - 15:47

        Therefore the number does not come from eBay.

        • iniff on 14/06/2017 - 09:30
          +1

          I think the point is eBay auto-adds these details to help with sorting and filtering. If it is true they cannot remove it then it should be clearly stated that it is not that model in the description.

        • PJC on 14/06/2017 - 15:32

          @iniff: Yes, they should. But is it a certainty that eBay adds that MPN?

        • Make it so on 15/06/2017 - 14:34

          @iniff: Yes; when you sell a phone, it asks you for the model. But it can be a real hassle to get the exact model you are actually selling, especially if it is an overseas model. I really struggled last time. That being said, it's still "not as advertised".

  • Randxyz123 on 13/06/2017 - 10:50

    Report it to eBay. That response is pathetic.

  • Terra Australis on 13/06/2017 - 12:43
    +2

    Start an eBay dispute with item significantly not described and make sure you request either a replacement or refund without returning it (cite the long shipping times to China). Buyers often forget how many rights they have on eBay. A couple months ago I bought a TV from Goodguys eBay and it had a stuck pixel. GoodGuys refused to pick it up as they had delivered it and so I just contacted eBay through buyer protection and they sent me a refund without having to send the TV back.

    • Make it so on 13/06/2017 - 15:27

      Yep, had similar experience. Bought something supposedly "new". Marks showed it had been used. Seller did not provide a satisfactory response to eBay, so I got a full refund but was not required to send it back.

      Definitely open an eBay case straight away.

    • misterpotatomato on 14/06/2017 - 07:15

      How did you start this process?

      • Make it so on 15/06/2017 - 14:38

        eBay does not make it easy to find, in my opinion.
        Go to the eBay Resolution Centre, and select I received an item that does not match the seller's description. Should be self-explanatory from there.

  • [Deactivated] on 13/06/2017 - 13:29

    Just a quock one ebay.

    When putting an ad on ebay they tend to reccomend grouping the ad so they will say is you item your selling like these…… but it will autofill some areas of the device specs so if your lazy yes this will catch you out as a seller and buyer.

  • misterpotatomato on 14/06/2017 - 07:15

    They sent this reply back this morning:

    "Dear customer,

    Hello!

    Thank you for your reply.

    We would like to inform you that we never amend our item description since you purchased our S7, we understood that sometime buyer might used ebay mobile and forgot to click into item description, so lead to the confused. We recommend you in future to contact seller & ask for details before you buy.

    No worries, we will provide you return details for full refund within 24 hours. Our company will responsible for all return postage."

    I'm getting really sick and tired of them trying to pass the blame on to me. I have two pdf's, one that shows the sale when I purchased it, the other of how the listing looks now. It is clearly obvious that they have added the text down the bottom which states it is not a 930F.

    Anyway I sent this through to them. They should be banned from ozbargain.

    • PJC on 14/06/2017 - 07:50

      It was everybody's fault except theirs. Let us know when you get the refund.

    • Make it so on 15/06/2017 - 14:41
      +1

      It is often like that, trying to pass blame out of spite. I normally ignore it and focus on getting my refund. They can think what they want.

      Be careful though - they said they will provide you return details for full refund. Sounds to me like they expect the phone back before giving a refund, which you should not do (given that they are clearly dishonest). Unless they offer a refund first, I strongly recommend you handle this through an eBay dispute. That way, someone from eBay will monitor this process, and if they do not do the right thing by you, they will step in and ensure you get your money back.

  • misterpotatomato on 17/06/2017 - 16:41
    +1

    So in the end, I couldn't start a return thing with eBay because the seller authorised a refund. I couldn't escalate to eBay no matter what I did. Even finding the javascript function that bought up the "escalation" stage didn't work.

    So I had to start a SNAD case through PayPal. So I'll see how that goes.

    • PJC on 17/06/2017 - 17:37

      I hope it ends well.

      • misterpotatomato on 17/06/2017 - 18:06
        +1

        Thanks. Typo in original post, I meant to say, the seller authorized a return. This return sounds hella dodgy. Quoting from their message recived just now:

        "New message from: smartphone.online Top Rated Seller(9,331Green Star)
        Dear customer,

        Hello again.

        Moreover, you can return phone to our counterpart in Australia or our counterpart in Australia can come to your home/office for a collection. You can return phone by 1 day service and you can ship anything without problem from Australia to Australia.

        The other process is our counterpart in Australia will arrange a staff visit your home/office, you gave them the 2 phones and at the same time, they process a full refund for you using smartphone real time at the same moment."

        Yeesh, they can send a counterpart to collect the phone from my house? I wonder how I would prove that I had even sent the thing back. My money and phone would just be gone.

        • PJC on 17/06/2017 - 18:15
          +1

          I honestly doubt you would be visited. If it happened, video or photos of the counterpart's ID and the whole process would assist if matters worsen.

        • misterpotatomato on 17/06/2017 - 18:17
          +2

          @PJC: Thanks. I've taken the stance now of "don't trust anything they say, process all communications through PayPal".

          I'm cheesed off because our friends asked them to buy these phones for them, and its just been such a debacle.

        • PJC on 17/06/2017 - 18:31
          +1

          @misterpotatomato: Shopping Square are hoping you will give up. Buying from them was an understandable error and sharing your experience here costs them far more revenue than adequate service would.

        • misterpotatomato on 17/06/2017 - 18:36

          @PJC: Thanks. I also take the thing about them sending someone to my house as a casual threat, like, "don't forget, we know where you live".

          Maybe I'm overreacting.

        • PJC on 17/06/2017 - 18:52
          +1

          @misterpotatomato: It's a bluff. They are making a monkey's waistcoat of the whole affair in the hope you will give up. Their attitude prevents them considering how many experienced OzBargain shoppers are discouraged from purchasing due to your post.

        • misterpotatomato on 17/06/2017 - 19:13
          +1

          @PJC: Would people actually just "forget" about $1k in phones?

        • misterpotatomato on 22/06/2017 - 16:54
          +1

          @PJC:

          I made a mistake. It turns out that I didn't buy from shopping square but rather a ebay seller called "smartphone.online". This is weird as I could have sworn that I did buy from SS, from that particular eBay deal but clearly I haven't.

          Anyway, the charger popped in the wall the other night (as in, it blew up). Upon closer inspection, it turns out the charger was actually counterfeit.

          So these scum have opened the box, taken out the genuine samsung charger, put a cheap knock off back in, rooted the phone and software unlocked it, and then re-assembled it and sold it as new. This sucks. The crappy charger could have caused a fire.

        • PJC on 22/06/2017 - 18:52

          @misterpotatomato: Hilarity did indeed ensue. Respect for admitting such a mistake. I hope no other Member purchases from that vendor. Any chance of a refund?

        • misterpotatomato on 30/06/2017 - 08:43

          @PJC:

          eBay sent me a stat dec to sign, to say the devices were fake. I signed it and sent it back.

          Then they closed the case with no refund. I appealed saying, I have photos, I have proof, I can show you literally any of this. Plus I sent you the stat dec, what gives?

          Then they closed my appeal ~4 hours later saying that no, they had made the right choice in the first place.

          The box is obviously counterfeit. The charger is obviously counterfeit. The phone is some awful american verizon model crammed with verizons crappy software. I can't post a counterfeit device. I can't post something with a lithium ion battery.

          I never thought I'd be in this situation, out $950 on ebay with "eBay Buyer Protection".

          I left negative feedback because the devices are counterfeit. eBay removed my feedback.

          I guess I'll be working the overtime to try to recoup the loss…

        • PJC on 30/06/2017 - 09:58

          @misterpotatomato: That is indeed a bad ending. I am sorry this happened to you.

  • Ctn on 20/06/2017 - 23:05
    +1

    I got a fake sd card from them and they didn't want to refund me. Luckily Ebay came through in the end.

    One thing I've learned is, always start the correspondence by opening a case and not sending them a message.

    I'll never buy from Shopping Square again.

    • PJC on 21/06/2017 - 00:59

      Well done.

  • misterpotatomato on 22/06/2017 - 16:56
    +1

    I made a mistake and have updated the topic accordingly. I did not buy the phone from Shopping Square, but rather from another seller called smartphone.online. I was absolutely convinced I had bought it from SS but I was wrong.

    Anyway it turns out the charger in the "sealed box" was counterfeit and recently exploded during use. Luckily nobody was hurt, nothing caught fire. Updated main post with pictures.

  • jlogic on 23/06/2017 - 21:00

    This is why the risk of buying phones on eBay from OS suppliers is not worth it.

    I was schooled recently on the refurbished phones sold as new by the repacking folks in China.

    Anyways kudos to Samsung for sending a genuine charger out.

    Good luck getting your money back.

  • misterpotatomato on 23/06/2017 - 22:46

    Ebay has advised that they need a signed affidavit from Samsung confirming that the charger is fake. Obviously Samsung won't do this, so I'm out $950.

    Sigh. Is it too late to start begging on ozb?

  • misterpotatomato on 30/06/2017 - 08:40

    So, eBay denied my claim. So I'm stuck with a $950 pair of counterfeit phones.

    I have no choice but to wear this expense. I never thought this would happen.

    • PJC on 30/06/2017 - 09:56
      +1

      That is indeed a bad ending. I am sorry this happened to you.

  • smashed on 30/06/2017 - 10:16

    Probably already said but..What was your method of payment? Can you not use a chargeback?

    Aside from that, I would still be going back to Ebay.

    You can 100% prove that the item does not match the listing. If the charger has broken then it is faulty.
    Their conversation proves your innocence.

    I would try Ebay chat..if that fails call Ebay support on the phone.

    • misterpotatomato on 02/07/2017 - 07:49
      +1

      I did this.

      So, what happened was I opened an eBay claim. Because the seller was dragging out the process, I opened a PayPal claim as well. Then eBay sent me a stat dec which I filled out. After I submitted my claim to eBay, they closed my case and removed the negative feedback from the seller. Their rationale was that I had opened a case on PayPal so they were closing my eBay case.

      Anyway, I went to Samsung yesterday, who printed a letter saying that both devices are fake. If proof of counterfeiting from the vendor isn't enough, I don't know what will be.

      Will keep this thread updated.

      • smashed on 02/07/2017 - 08:06
        +1

        Post on eBay Australia's facebook page. If you get no response then spam it a few things. They won't want negative feedback about not refunding fake goods.

      • PJC on 02/07/2017 - 11:40
        +1

        Excellent, there is still hope of a better outcome.

        • misterpotatomato on 04/07/2017 - 11:20
          +1

          Called Paypal who said the letter had to be signed. This wasn't required in the first place. Ranted at them. Customer service person got angry with me.

          Drove BACK TO Carindale to get letter signed. Different people there, said they would need to sight the phone to confirm its legitimacy. Drove back home. Got phones. Drove back to Carindale. Samsung inspected and printed letter saying they were non-genuine. Sent documents to PayPal.

          Currently waiting.

        • PJC on 04/07/2017 - 11:24
          +1

          @misterpotatomato: What a performance! But at least you are getting closer to a PayPal refund.

        • misterpotatomato on 04/07/2017 - 11:24

          @PJC: Honestly? It doesn't feel like it.

        • PJC on 04/07/2017 - 11:26

          @misterpotatomato: Well they must be running out of excuses. I hope whoever signed the Samsung letter also added their exact job title and contact phone number.

        • misterpotatomato on 04/07/2017 - 14:37
          +1

          @PJC: they did, made sure of that

        • PJC on 04/07/2017 - 15:46

          @misterpotatomato: Good. Keep us informed.

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