General / Off-Topic Bad experiences with eBuyer.com anyone?

Jorge Icarus · Nov 2, 2014

Well,
I was excited after ordering my new monitor, an AOC WFHD (2560*1080), 21:9 (cinemascope), 29'' monitor from ebuyer at a very good price (£266).
Shipment was late, they were supposed to deliver after 2 or 3 days, and the courier left the monitor with my neighbor yesterday (Saturday!), as I was not home when they came.
Furthermore, when this morning my neighbor gave me the box, I realised that not only the box had no other external, thicker boxes (the monitor basically travelled in one of those boxes we can see in the retail stores) but - HORROR! - that it was OPEN!!!
Seals were broken...

Everything inside the box seems to be seald (cables, cd), but the stand and the monitor themselves were not sealed, just inside anti-static bags. The stand does not properly 'CLICK' on one side when I slide the monitor in it. And the metal junctions show signs of use.
I did not want to open the sealed bags containing the cables and actually try the monitor myself: I would if I knew how to check the total working hours of the unit.

I am pretty sure this is an ex-demo or refurbished product.

I want it to be replaced ASAP and I have already opened a ticket with their customer service.

Gutted.

I found this online: http://www.ebuyersucks.org/ and https://www.facebook.com/ebuyersux

Cody · Nov 2, 2014

I have bought components from ebuyer over the years, and never had any problems - and I have pals who have had very good customer service (including components replaced without hassle) from them. You'll find out shortly, I expect. <grins>

adoredtv · Nov 3, 2014

Never had an issue with Ebuyer and I've bought a ton of gear from them. Like, £1000's of pounds worth of gear.

You could just have sent it back anyway, and I'm pretty sure that's what they'll suggest given their excellent customer service.

Slawkenbergius · Nov 3, 2014

Never had a problem with eBuyer here and have used them for most of my PC builds. Had one set of headphones which turned out to be duff, but they refunded me for that without any hassle.

Jorge Icarus · Nov 4, 2014

You were right, guys.
Excellent customer service. They scheduled a pickup today. I asked for a replacement. I hope this time the box is going to be sealed on arrival.

Patrick_68000 · Nov 4, 2014

Dreamcaster said:
You were right, guys.
Excellent customer service. They scheduled a pickup today. I asked for a replacement. I hope this time the box is going to be sealed on arrival.

Excellent! Good to see, serious and honest companies

Dogmeat · Nov 5, 2014

Yeah I think every company of a certain size has an 'I hate this company' site. I've used them a lot with no issues, though their postage isn't as cheap as it used to be

Robert Maynard · Nov 5, 2014

Dreamcaster said:
You were right, guys.
Excellent customer service. They scheduled a pickup today. I asked for a replacement. I hope this time the box is going to be sealed on arrival.

Glad to hear that they sorted it for you.

I have been using ebuyer for over 13 years and have never failed to come to an acceptable result with any problems that I may have had. Unfortunately, their use of Yodel as a carrier is a regular source of disappointment....

Patrick_68000 · Nov 5, 2014

The problems often come from transport companies for the delivery. And often also the problems of packaging. I would prefer pay 1 or 2 euros more and have a very solid packaging

Zetta · Nov 5, 2014

Definitely, their switch to using Yodel was the main reason I stopped shopping with Ebuyer.

Ben Ryder · Nov 5, 2014

I used to love ebuyer but then had a horrendous experience with them and have sworn never to buy from them again.

glojo · Feb 21, 2015

We bought a grahics card two years ago from Ebuyer which had a three year warranty. After two years the card quite literally burnt out. It just went dead and had a burnt type smell. contacted Ebuyer and they point blank refused to do anything as 'The warranty had expired'!! We tried explaining how the card had a three year warranty but they were not interested.

Contacted the manufacturer (ASUS) who stated that Ebuyer were legally bound to honour that warranty.

got back in touch with Ebuyer, they apologised and said to send the card back to them.

Card sent back and after a week we were told the card was 'Physically damaged' and was outside the terms of the warranty??? When asked for an explanation, they accused me of putting silver based thermal paste on some components that caused the card to burn out???

Never mind the fact that the card worked perfectly for two years.

Never mind the fact that I am severely disabled, bed bound and cannot reach the case even if I wanted to tamper with it. As far as they were concerned, I put this paste on the card (my son took the card out for me)

I sent a copy of the picture that Ebuyer sent away to a silver thermal based paste company and asked their opinion on the decision.. all they can say is the marks on the card are white and a silver based thermal paste dries darker than the white stuff in the image. It is possibly something like a Ceraminque paste which is non conductive. Bottom line however is I never put ANY paste on that card and it was perfect for two years. Would I buy from Ebuyer again and YES we have in the past spent thousands of pounds with that company?

adoredtv · Feb 21, 2015

Removing the fan shroud and heatsink should remove the warranty-breaking sticker on the card (might be on one of the screws). If that was the case they should have said that the warranty was void simply due to the sticker being removed instead of going any further. Just keep arguing with them.

glojo · Feb 21, 2015

adoredtv said:
Removing the fan shroud and heatsink should remove the warranty-breaking sticker on the card (might be on one of the screws). If that was the case they should have said that the warranty was void simply due to the sticker being removed instead of going any further. Just keep arguing with them.

Hi Adore, As far as I am aware nothing has been removed but obviously I have no knowledge of what might have hapopened BEFORE I purchased this new item.

basically this thing burnt out.. they are quite literally assuming the card has had siolver based thermal paste put onto some electrical components. they even named the brand of paste that was allegedly used. You can imagine how angry I am as this card has not been touched, not been tampered with and has run brilliantly for two years.

Thanks to todays modern technology, last night I mailed the manufacturers of the named paste and attached the image I was sent. They replied overnight stating that it was definitely not any type of silver based thermal paste as it is to light in colour. They suggested it might be a cermanique type paste that was NOT conductive. They also stated that if, if it had been a silver based paste, I would have imediately seen artifact on my monitor and it would certainly not have been perfect for two years. They have advised I contact the manufacturer.

My beef though is with Ebuyer who have not tested this card, they have seen some miniscule amounts of white dust and then accused me of applying paste to the graphics card.

I have never known Ebuyer to be like this as all our experiences have been excellent until the last 12 months.

Just been told by my son that he had occassion to send a graphics card back to Ebuyer and four weeks later he was contacted by a complete stranger asking for details about the card. It turns out that Ebuyer somehow, somewhere auctioned off that card and left all my son's contact detail on the box???. yes I am having a rant because they have accused me of wrong doing and that is plain wrong.. Look up Ebuyer league table on Google and make up your own minds about what is going on.

adoredtv · Feb 21, 2015

Companies can change drastically, I've seen it happen a few times. My mate refuses to buy anything from Scan after a situation he had with them a couple of years ago.

I guess it's getting pretty cut-throat but behaving like this isn't gonna help their situation any. What kind of graphics card was it anyway?

Ask them why they didn't reject your card based on a void warranty sticker. IF you had put new thermal paste on the card, that's all they needed to say.

glojo · Feb 21, 2015

adoredtv said:
Companies can change drastically, I've seen it happen a few times. My mate refuses to buy anything from Scan after a situation he had with them a couple of years ago.

I guess it's getting pretty cut-throat but behaving like this isn't gonna help their situation any. What kind of graphics card was it anyway?

Ask them why they didn't reject your card based on a void warranty sticker. IF you had put new thermal paste on the card, that's all they needed to say.

Hi Adore,
My son has put the card back in the box but I think it is an ASUS 660 GTX TI.. Yup he has just confirmed that and the thing simply died and I mean 'died'.. No power whatsoever to the computer, nothing at all.

Pizz001 · Feb 28, 2015

i run a pc company and have to order from ebuyer all the time 2-3 times a week, the problem is the more you use them the more you see how bad they can be, even after 1year since i moved house they still have my old address list for one of my cards list and's they can't seem to remove it from their website and I've asked about 6 times now as they've almost dropped of 2k's worth of parts to it , over the last 15yrs + i've had to call trading standards 4 times re them sending out rma items as new .( yes they even left the old rma numbers on the item's ) the main problem they have now is, as someone else pointed out is their choice of yodel to deliver stuff as even if you pay for timed pre 12 2/3rds of the time it doesn't turn up when you timed it for also if you decided to use their business services they screw you over on warranty's ie home user gets full 1yr uk warranty , a company only gets 30 days or you have to return to the maker and you don't even pay less you only see the items without vat listed on them, unhapply i get stuck using them only due to the cost of stuff from them is cheaper normally if it wasn't for that i'd never use them ever again

Ben Ryder · Feb 28, 2015

Ebuyer are often good bt when they are bad it will cost you hundreds. I used to use them all the time and as a result of a series of horrendous experiences I have sworn never to use them again no matter what. And for the last tow years I've blanked every single deal or offer I've seen from them. Stay away.

glojo · Feb 28, 2015

Just to give an update of our experience.

After two years of faultless behaviour, our graphics card burnt out. It had NOT been, touched, modified, removed, looked at or even breathed on.

Ebuyer have accused us of putting silver based paste on this product.. There is definitely traces of residue on the card that was more than likely there when the card was purchased BUT.. It is nowhere near where there are signs of heat damage but ebuyer are insistant we are responsible.

The World's leading manufacturer of silver based thermal paste has seen the image supplied by ebuyer of this residue and the manufacturer is adamant that this is not any type of thermal paste and it is practically impossible for thermal paste to cause this damage without immediately showing signs of interference.

I have asked Ebuyer to supply a report detailing their investigation... They refuse to do so..

I have asked them how they know this was thermal paste

They refuse to give their reasoning.

I have asked for the qualifications of their engineer that allegedly examined my card

They refuse to give it..

They simply state I have to prove their diagnosis is wrong (without telling me what it is)

I have to prove the fault was not connected with their decision (very much a duplication of the first request)

Before doing this, I have to submit the name of any investigating company to them for approval BEFORE any investigation is carried out

I have to submit the individual investigating engineers credentials, qualifications and experience... Before they will give approval!!!

All this because an expensive graphics card has burnt out for reasons unknown.

what really annoys me is that the card has signs of heat damage in a completely different area from the location they insist is the area of concern (even though they will not tell me the exact cause or give details of how they reached their conclusion.)

If anyone wants to use Ebuyer then please be aware of this issue..

Over the years we have spent thousands of pounds with this company and this is only the second time we have had issues.

Previously my son returned a motherboard (and no it did not mysteriously burn out) A week or so after returning that board, we received a telephone call from someone who had bought this product from Ebuyer and when they opened the box, they found my sons details on some paperwork????? The buyer had bought this card as a new product but it had immediately go faulty (with the same issue as my son had experienced)

Daft me had given Ebuyer a second chance but will I give them a third one?

Will I just lay down and let them get away with this recent saga?

Zetta · Feb 28, 2015

Can you get the card back and do an RMA to whoever produced the card. It seems a long time after purchase to be going back to the merchant with a fault.