I bought a Laptop in E-Bay, and they pushed me coff! Adviced me to open a SNAD (Significantly Not As Described) dispute on PayPal.
The Laptop had a non-working screen, and a fresh (done during the last 3 monts) liquid damage. There were stains on the palm-rest and other areas where wouldn't survive any stain if the laptop were working. That means, Seller knew Laptop was damaged, but didn't described it. He used fake photo to show it working, said screen problem was "a few red lines at the bottom" but it didn't show any image. Completely un-repairable. Keyboard had red stains and slow-motion effect because of the sugar Seller pretended to have used last year description and photo when the laptop was working, but it ended up being a screen capture and seller admitted photo was stolen from another auction.
Bottom line, the laptop was not the model stated, obviously he couldn't read specs from system since it wasn't working at all. Here's the whole description http://www.mirnareiki.com/coffe-laptop/actual_photos.html
PayPal disputes department decided my case was not a SNAD. They kept their decision unchanged when I appealed, and didn't notify me about them.
In their words:
"Based on our definition of significantly not-as-described, this claim does not qualify for a refund. We found the seller to have accurately represented
the item (s) in question."
If to intentionally describe an item as "not properly working" when knowing it's dead doesn't qualify as a SNAD, being a wrong model should make it!
Item described: 1.67Ghz processor. (4th generation)
Item shipped: 1.25Ghz processor. (A whole different laptop, 1st generation)
PayPal's definition of SNAD is:
" if the seller clearly misrepresented the details of the item in a way that affects its value or usability"
The main reason why PayPal didn't catch the SNAD is because THEIR PROTECTION SYSTEM DOESN'T WORK AT ALL.
The reasons why it doesn't work could be:
- Lazy/stupid employees
- Automated decisions (I've got automated replies saying "We are sorry about your seller not shipping you the item problem" when the problem was not even close.
- Disputes resolution people DON'T SEE the actual listing. Processor's speed and other specs are not seen in THEIR system, as well as links you may include to show actual photos of received item. They don't have internet access when you ask for it, although they say to have it when you mention that's the reason why they missed your case.
- Disputes agentes looking for the word "broken" in auction and blind-folding themselves from that point on, not seeing other differences.
- Disputes being based in "refund fairness arbitration" so PayPal would decide if the refund was fair or not, not knowing nor having the whole info about item/auction!
- Disputes being based in "WORKING" or "NOT WORKING" only, regardless of the item being a Ferrari and being shipped a Ford.
PayPal had 4 chances to catch it.
1st) when I first submitted the complaint
2nd) when I emailed them 30 days later (they said they'd take 30 days) explaining them all clearer and went right to the point
3rd) when they asked me for extra proofs, and
4th) when I appealed.
Not to mention my other appeals, which I didn't get any email from.
All my claims included a link to a page including actual photos and seller's emails admitting the laptop was that different, was crashed and used fake photo: http://www.mirnareiki.com/coffe-laptop/actual_photos.html
It's not only some PayPal lazy employee missing the SNAD. It's the whole staff hanging up your calls, redirecting you to nowhere, admitting they can't see the processor model but pretending do when you tell them they may have missed your SNAD because of that.
The most probable reason why they don't want to change the decision now is because after PayPal error seller must have withdrawn the money off the PayPal account to make a celebration party for his scam, and now PayPal can't get more than $200.
Sergio
Miami, Florida
U.S.A.
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