Returning an Expensive Phone - How Not to Get Screwed?

LBunnyburger on 03/07/2017 - 23:12

Hi guys,

I ordered a mobile phone which the seller Acedigital on Ebay promised me would be sealed. Lo and behold when it arrived it wasn't sealed, the manufacturer's label was ripped off. I took video of me opening the package and a photo of the box and the phone.

I started the Ebay returns process and the seller kept pushing me to accept the phone and insisting it was new. I firmly and politely insisted on returning it or being compensated.

Today I received a DHL Shipping Label from Ebay which is part of the returns process. I've never returned anything overseas before and what's odd is they said the phone was in Sydney and I'd be shipping this back to Hongkong instead.

How do I ensure I receive my refund and avoid being screwed by the seller in the end? I would be very upset if they had their phone back and my money as well. What should I watch out for?

I'm going to pack the phone box in one of those standard bubble wrap satchels.

Anyway thanks for hearing me out guys!

Mobile

Comments

  • CyberMurning on 03/07/2017 - 23:33
    +3

    I don't know about you but if the price is cheap compare to local stock, and the phone itself in perfect condition, I will keep it.

    Look, we buy grey import because of the price, right? Doesn't matter if sealed or not. As long it is not second hand with scratches and dirts.

    • Bunnyburger on 03/07/2017 - 23:36

      Yea that's what I thought too. But they specifically promised the phone would be sealed, why would they go back on their word? They didn't explain why or even apologise, they just kept insisting it was new…

      If they did any of that I might've been more accepting of what happened.

      • CyberMurning on 03/07/2017 - 23:59
        +2

        I heard it is very normal for grey import mobile phone to be opened. They might need to change to charger prong, etc.

        • Bunnyburger on 04/07/2017 - 00:25

          The adapter was outside the box so they didn't need to access it. So it's kind of hard for me to understand why they opened it.

      • [Deactivated] on 04/07/2017 - 00:04
        +1

        What I think is they might have opened all of their phones and tested them already, so even if they wanted to give you a sealed one they probably wouldn't have been able to, until new stock comes in.
        Obviously I'm not them so I wouldn't know exactly why they didn't give you a sealed one, but 99% of grey imports are either opened or resealed as they test for DOA.

        I going through a return process at the moment as well but for a "refurbished" item that the seller claimed in the listing as "AS NEW NO VISIBLE MARKS OR DAMAGE", received it and there was very visible scratches everywhere on the screen and dents on sides of the phone too. It's an Aussie seller though so return won't be as bad, still a pain regardless.

        • Bunnyburger on 04/07/2017 - 00:29

          Yea testing for DOA sounds semi plausible. What bothers me is what kind of tests could a 3rd party vendors run that a manufacturer wouldn't have?

          I'm sorry about your returns process =(

  • CyberMurning on 04/07/2017 - 00:00
    -2

    Btw what is the mobile and how much? Why the secrecy?

    • Baebs on 04/07/2017 - 00:21

      secrecy

      No idea why you're jumping to conclusions; the price of the phone doesn't change anything. OP has provided enough details about the situation.

    • Bunnyburger on 04/07/2017 - 00:27

      HTC U11 $800. Does that help?

  • Cheeper on 04/07/2017 - 01:58
    +1

    It is a common practice for such items to be opened and checked for doa before shipment, has been for many years.
    It is also common for retail packaging to be removed to reduce shipping costs.
    The odd thing is that the seller said it would be in an unopened retailed package when you asked? This can be just an over keen csa promising something that they did not know just to ensure the sale went through. Again, this is common.
    As for returning the item.. If the phone has no faults then I would keep it and not risk sending it back.
    If you do insist on returning it then make sure it is insured and that will cost $$$. It is a common trick to deny receipt of a received item even if there is a signature for receipt. They will or can deny that they do not know who that signature belongs to and may also accuse you of not addressing the package correctly.
    We sometimes order these things from o/seas because of the big savings but with that saving comes a lot of sacrifices as you have now learnt. Millions have learnt the same lesson.
    If you want to save the $$$ then acknowledge the risk otherwise go to your local retailer who will sell it to you in a unopened cardboard box that you can then throw in the bin… :-(
    If the phone is otherwise perfect then just use it and move on…

    • Bunnyburger on 04/07/2017 - 02:27

      Thanks for the solid advice, I'm leaning towards keeping it now. If they can just say they didn't receive it even if tracking proves it then I'm probably screwed, the box may even arrive in worse shape and they could argue it's unsaleable.

      They issued me a DHL Label that's definitely addressed to them in Hong Kong but (not Sydney). What's the room for the kind of fraud you mentioned about denying receipt?

      I tried to protect myself and failed miserably, I'll try and do better next time.

      • enzioFirenze on 04/07/2017 - 08:20

        mate you are probably fine, like others have mentioned, they check for DOAs and the promise you've gotten might have been from a keen sales guy which does happen all the time. I'd rather keep it than risk posting it back.

      • Bunnyburger on 04/07/2017 - 12:44

        I called DHL, they didn't insure it, fishy….

  • Bunnyburger on 04/07/2017 - 17:25

    Turned on the phone to see if it works. Turns out it's a phone from India. XD

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