Marketplace
In Sep 2020 I purchased a Hikvision NVR with 6 colorvu cameras off eBay, paid with PayPal through Amex and connected them. The item cost just over $2,000. The item (still online) is advertised with 3 years’ warranty.
In Feb the NVR stopped working, no power, no lights, the cameras are offline, etc…
I contacted Hikvision and they advised the item is not covered under warranty because it’s a grey import.
I contacted the seller and when I explained the issue he stopped replying. After 6 days I opened a dispute with PayPal that the item is not as described. They closed the case with a note that I have altered or repaired the item. Which is incorrect. I messaged them and they reopened the case apologising that it was a misunderstanding. I sent them written proof from Hikvision that the serial number is not covered under warranty and screenshots of the item’s warranty claim on eBay as well as a link to the item which is still live.
After a couple of days the seller offered $170 refund which I denied because that won’t even cover a repair for the grey import and won’t fix the grey import issue. Fast forward a couple of days, PayPal closed the case with a note that “warranty” is not covered under buyer protection and that I need to contact the manufacturer.
I messaged them multiple times since and explained that there is NO warranty, which IS the issue, the item listing is misleading and false advertising, they would not budge, they still would not cover the item or re-open my dispute.
I logged a case with Amex and they closed the first case with something along the lines of “Over 90 days” claim. I called them and they reopened the case again. After I submitted all the proof under the sun, no luck, they closed it with something like “The evidence suggest that the charge is valid and that I’m opening an unrecognised charge dispute”, which I wasn’t, I was disputing a misleading item. I even sent them proof that I tried to return the item and the seller is not responding to provide a return shipping address.
I’m $2,000+ out of pocket with an item that is now faulty and is not covered under warranty.
I know I have the option to repair it myself, but then what if something else goes wrong with it over and over again? The NVR only lasted 4 months total since install. I cannot be certain the cameras are still functioning as I have no means to power them on without the NVR.
I have opened a case with AFCA, I haven’t heard back from them yet, but seeing how things have gone so far, I’m not so hopeful.
Any advice as to what options I have here would be greatly appreciated.
Did you know it was a grey import when you purchased it?
Was the price you paid a lot cheaper than typical non grey prices?