Posted 18 October 2023
How do I deal with this seller on Amazon? (ESKUTE)
My ebike battery failed well within the warranty period which is 2 years. I've used it just a handful of times over the past year. I contacted the seller through amazon and after evaluating the issue they had agreed to send a new battery, so when asked i provided my delivery address. All fine upto this point. Now to my absolute surprise, on the very next message the seller has falsely tried to hint to the presumption that the battery may be out of warranty so the best they can do is either I send the item out for repair (most likely i would need to spend my own money for the return delivery) and it can take 2 months or more according to them or I pay more money for a new replacement. This is clearly intimidation tactic to extract money.
Since i have already established that the customer rep is ingenuine, i'm not comfortable with either of these options as 1) i am not sure if its even covered by amazon should anything go wrong during return process. there's no telling they would even ever acknowledge that the battery was sent out for repair or they might claim to never receiving the item and 2) why would I need to pay them any money when the battery is still under-warranty.
What is the best possible way to take this issue forward please, would it help if I contacted amazon and showed them the screenshots or may be my credit card provider? Thanks for your suggestions
Since i have already established that the customer rep is ingenuine, i'm not comfortable with either of these options as 1) i am not sure if its even covered by amazon should anything go wrong during return process. there's no telling they would even ever acknowledge that the battery was sent out for repair or they might claim to never receiving the item and 2) why would I need to pay them any money when the battery is still under-warranty.
What is the best possible way to take this issue forward please, would it help if I contacted amazon and showed them the screenshots or may be my credit card provider? Thanks for your suggestions
Community Updates
19 Comments
sorted byIf you believe your use of the product should qualify for warranty service:
your specific manu warranty offer is effectively unenforceable unless you wish to navigate foreign legal systems.
Similar should you choose to send a component somewhere.
Check your purchase invoice:
1) if purchased directly from Amazon UK, that is the entity that is statutorily obligated to address your claimed issue. If your £100+ item purchase directly from Amazon UK was funded directly by credit card the credit card issuer is jointly liable.
2) if purchased via Amazon fulfillment or Amazon marketplace the 90 days Amazon assistance period has expired;
equally the 120 days payment card chargeback period has expired.
However in cases of marketplace sales Amazon has been known to bend its own rules and if your vendor is ignorant you may be able to lever some sort of redress.
If your purchase was a marketplace sale contact Amazon and attempt to coerce an A-Z claim - just don't mention the phrase "90 days".
It may be beneficial to read the MO of a previous successful post-90days A-Z battery-related claim against an apathetic/ignorant seller even though the buyer was not entitled to A-Z support:
hotukdeals.com/com…505
It also says:
What if I need a replacement battery?During the two-year warranty period, if the battery is found to be defective, it will be replaced at no charge to you. After the warranty period or if you need additional batteries, they can be purchased at Eskute
How long the battery is not charged will lead to battery damage？Not charging for 3 months will lead to battery damage, and the customer will be responsible for any damage to the battery caused by not charging for a long time. In order to keep the battery longer life, please keep charging at least once a half month.
Then it says for a third type of battery:
If you do not ride the electric bicycle for a long time, please take out the battery and store it in a dry and warm place after it is fully charged. (edited)
These guys are totally dishonest and complete liars. Please don't do buisness with them.
When you buy via Amazon marketplace from a seller that is not based in UK there are little or zero UK-based options for statutory redress. Any voluntary redress options effectively cease 120 days after purchase. Any additional gesture of goodwill options are volatile.
Redress beyond 120 days from a UK-based AM seller is possibly more feasible, it depends on the seller's status as indicated on the seller's "About seller" page.
The easy way to avoid these sort of situations is two minutes spent on pre-purchase due diligence which will likely result in no purchase so no exposure to potential post-purchase issues.
The next easiest way would be to follow the (maintenance) instructions in the product manual.