eBay

amcdc79 · ‎06-23-2020

I have a Brand New sewing machine sent through the GSP arrive damaged and I really didn't want to start another thread. But the other one is answered, so I have started this one.

I received the notice that it was shipped, then the notice it had arrived @ Kentucky and lastly that it had been handed off to Canpar. It actually arrived a week early.

The person who delivered it put it on the ground standing up on the end with the heavy part of the SM on the bottom.

When my wife and I put it on the table there seemed to be a rattling sound, and when we opened the box we found the tension knob missing with all the 7 parts loose in the box. We tried to reattach the parts but gave up when we realized the post coming out of the machine was broken. A piece of styrofoam had also come apart, so it seems the box had been dropped or seen some sort of abuse.

I contacted the seller asking whether they wanted photos and what they wanted to do. I will wait for their answer and will take whatever steps they want as it is now back in the box ready to be shipped back.

My better half had scoured the web for sewing machines for quite some time, she had looked at many reviews and finally found the one she wanted, so saying she is disappointed is an understatement. Hehe it took over 3 months to find the fridge she liked, with yours truly trundling along helping to open the doors, set the trays etc..

Please forgive the ramble, but when I phoned to see how much it would cost to fix the knob ($140 +tax) and would take 5 weeks my jaw just dropped.

amcdc79 · ‎07-06-2020

Early this morning I received another response from the seller,

"I will remind you again. The item was brand new in a sealed factory box 100% in working order when shipped to you.
Item was damaged during shipping process. You need to file a damage claim with your shipper.
Or register item warranty and then take your item to your Brother authorized service center. They will repair the item for you."

I just replied,

"Hi,
Again thank you for your response. I am not denying that the sewing machine was in New Condition, only that it arrived damaged. As I have said, my only recourse is to go through the resolution centre and follow any instructions they ask me to do.

Regarding the warranty, Brother sewing machine warrantees are country specific, please see,.

brother.ca warranty

Thank you again, stay safe and have a nice day."

Please forgive me for all the updates, I just feel that it is necessary for those who help to be given all the information.

Again, stay safe, and thanks for all the advice.

marnotom! · ‎07-06-2020

Thanks for that update. Yeah, I think that seller is having kittens at this point because they don't understand how the Global Shipping Program claim process works and that they're protected against a claim such as yours if Pitney Bowes agrees that the damage to the machine was done on its watch.

If by now the seller hasn't clued into the fact that you're in Canada and the item was forwarded to you through the Global Shipping Program, I don't think there's much point in communicating further.

amcdc79 · ‎07-07-2020

Seller sent another message earlier today,

"Send the machine to me. I will repair the Brother item under the warranty.
Buyer must pay for shipping."

I just sent this back to the seller,

"Hi,
Thank you again for your response, I am in Canada and we don't have a GSP here so to send it back to you, it might cost $50-100. Also I am the buyer, it is the sellers duty to send an item in the same condition as advertised on ebay. The buyer does not pay to ship back an item unless they change their mind, which is not the case here. I am waiting for a decision regarding this transaction from ebay, please do the same. Thank you, stay safe and have a nice day,"

I know this is a high cost item, so I am willing to wait and see what ebay wants to do.

marnotom! · ‎07-07-2020

Interesting that the seller didn’t offer to reimburse you for getting the machine repaired here.

Sounds like they really don’t want this claim hanging over their head. That’s a lot of money to have eBay put a hold on.

jdj53 · ‎07-08-2020

If the sewing machine shipped GSP, and was accepted in Erlanger, and shipped from there, it will be Pitney-Bowes, not the seller paying the buyer back his cost. Once it reaches Erlangerundamaged, the seller is off the hook at that point.

amcdc79 · ‎07-13-2020

Oh my, this is taking forever and still no word from ebay since July 1st.

The seller sent another message on the 9th,

"I am not responsible for damage in shipping. I sold the item at a loss price. My description states no returns. You can register the warranty with me and Brother will honor it. You can return to me (ask for address) and I will have the damage repaired. There is a very easy solution to the damages caused from shipping. You can also file a damage claim with the shipper. Damage claim is about $200.00"

I just sent this reply to the seller,

"Hi,
I totally agree with you!!!!! Once the sewing machine arrived at Pitney Bowes, you are no longer in the loop. I have no beef with you, and as you say the issue is with the shipping company or GSP. I have not heard a peep from ebay regarding how they want to deal with the issue. My only recourse is to deal with ebay and their Global Shipping Program. It is up to them to deliver the goods, in my case a new sewing machine in working order and as described. Thank you for your offers, please let ebay know as they may take you up on them. Thanks again, stay safe and have a great day."

What I don't understand is why ebay is not keeping me up to date with what is going on.

lady.stark · ‎07-13-2020

Can you ask eBay to step in? You should have the option available by now... or ask the seller to do it.

amcdc79 · ‎07-13-2020

I have already asked ebay to step in and help on June 30th, I then recieved a reply from them on July 1st saying they would get back to me within 48 hours. Since then nada, only messages from the seller. Please see the timeline from the start, but thank you for your help and time, stay safe in this un-normal world we are now in.

marnotom! · ‎07-13-2020

I’m kinda wondering now if Canpar or its insurance agent is being extremely uncooperative with this claim and there are attempts being made to railroad the seller into taking responsibility for the damage. That would go some ways to explaining some of the bizarre messages you’re getting from the seller. As I think you noted, the value of the item seems to be throwing a spanner/monkey wrench into the works.

Or maybe your seller still doesn’t get it and feels he has to bend over backwards to appease you before turning things over to eBay?

If you haven’t read this thread, I suggest you do so as it gives some insight into how things might look on the seller’s end in the event of a claim like this:

https://community.ebay.ca/t5/Buyer-Central/Collector-Box-Sets-arrived-damaged-but-shipped-through-GS...

anniearcane · ‎07-13-2020

@marnotom! wrote:
I’m kinda wondering now if Canpar or its insurance agent is being extremely uncooperative with this claim and there are attempts being made to railroad the seller into taking responsibility for the damage.

I'm wondering this too.

The seller did ship it in only the retail box, so I feel like he's kind of at fault for the damages. Then again, GSP received the package, A-OKed its condition and chose not to beef up the packaging, so I think the seller is absolved of any responsibility. I mean, if the seller had shipped a box of cookies instead of a sewing machine, surely GSP wouldn't have sent that on its way...right?

amcdc79 Have you tried actually calling CS? Or has it all been through the Resolution Centre online? I only ask because when my seller called in and spoke with a GSP specialist, they closed the case with him on the phone. Easy peasy.

Also, not sure if I was supposed to do this (someone please say if I wasn't ), but I gave my seller a link to the thread where these wonderful peeps were helping me out. That might help your seller understand what's happening? At the very least, it might reassure him that you're only following advice and doing what's best for both of you. It's not like you need his approval or anything. It just might stop him from repeatedly messaging you about warranty

Anyways, I hope you get your refund soon. That's a big chunk of money!

amcdc79 · ‎07-14-2020

Hi, Thank you for your suggestions, I will call ebay first thing tomorrow to see if that moves the claim to a resolution, great idea, silly me for thinking everything now is done online.

I will also let the seller know about this thread, as it might give him ideas as well.

If I don't get the response that fixes this issue, do you folks think it should be mentioned in the weekly chat? It is a personal matter that really doesn't fit the reason for the chat. I always felt the chat was for issues that we all have, anyway thanks and stay safe everyone.

amcdc79 · ‎07-16-2020

Please forgive me for taking so long to reply.

I took your advise and gave ebay a call, and surprise surprise ebay CS actually called me and once they confirmed who I was, informed me that the case had been closed in my favour on July 2.

The refund just started the process of going from PayPal to my bank account today, so we are now taking it in to get fixed.

My wife is relieved that we didn't lose the money in the transaction, and a happy wife means a happy life.

Thanks to everyone for your help and advice, it really, really is/was appreciated. I hope your online sales and buying is very successful, stay safe and healthy, and may all you send or buy arrive in one piece.

lotzofuniquegoodies · ‎07-16-2020

@amcdc79

As an FYI, there are sellers in the USA that are starting to opt out of the GSP program due to additional FVF involved with using the service and Managed Payments. Again, sellers are just as baffled by this and limited information as regards to an explanation. Will have to see how this plays out.

-Lotz

marnotom! · ‎07-16-2020

I guess the seller had heard nothing from eBay as of the 9th, too. 🤷🏻‍♂️

anniearcane · ‎07-16-2020

@amcdc79 wrote:
a happy wife means a happy life

Truer words have never been typed

Kinda weird you weren't notified when the case was closed in your favor, but whatevs, eh? So glad to hear this worked out for you guys!

amcdc79 · ‎07-18-2020

Silly me for waiting for ebay to contact me, but I was told that because of the value amount the dispersement had to be done manually. We're just happy to put this behind us and move on.

Once the ball started rolling, the refund only took ~36 hours to get to PayPal and less than 24 to my account. I have sent a message to the seller, and again I thank everyone for their sage and wonderful advice, stay safe and healthy.