Bought an expensive item; it arrived damaged and poorly packed - how do i proceed?

[theresroyba_0]

I purchased a pottery wheel for $400, plus $150 in shipping. With tax, the total order came to nearly $600. 

Before buying, I had contacted the seller asking how the wheel ran, and if it had any issues. I was told no, and that it worked in excellent condition. 

When it arrived however, it was tossed on the patio by UPS, upside down on the wheelhead (the part that spins,) and the box was busted open. It had been packed without any padding to speak of, in a regular old moving box - not even heavy-duty. The wheel weights upwards of 60lbs, and definitely warranted heavy duty cardboard and some padding. (Paid $150 in shipping, and not even a heavy duty box?!)

After testing it out, it has a horrible, rhythmic grinding/thumping sound when it runs, and the wheelhead has a wobble in it, which means it's much harder to use the wheel as intended. It definitely isn't running in "perfect condition" as the seller claimed it did. 
What is my recourse? I can't afford to be out nearly $600 for a damaged potters wheel. I intend to contact the seller, but I'm unfamiliar with the process of handing a damaged item. Any advice from people with more experience would be excellent. Thank you. 

[nh7235]

Start a return request -- to the right of the item on your Purchase History page, click More Actions > Return This Item -- select the reason Arrived Damaged, second from the bottom on the list:

After 3 business days, if you don't get a prepaid return label, come back and click Ask eBay to step in. You'll get either a full refund, no return needed, or a return label then a full refund, set shipping included, when it is delivered back.

[divwido]

Don't start a return, start an item not as described dispute.  Start at the Resolution Center below.

Returning it costs money, a dispute can make that return cost nothing.

[ed8108]

Open a item not as described request.

Please read the details of the ebay money back guarantee & proceed accordingly.

[lightlily_arts]

You definitely file a claim for not as described.  The seller will be required to provide you with a return shipping label.  Despite the fact your seller didn't pack it carefully which likely caused the damage to your wheel make sure that you do.  Take pictures of the packaging and the wheel. As you will need to upload them to the claim.  Once the seller gets his item back he will be required to refund you in full.  You will not be out of pocket on this claim. In deciding the reason for then return either it was damaged in transit or it's defective and doesn't work.  You can write a more specific reason in the case details.

[ste-9405]

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@divwido wrote:

Don't start a return, start an item not as described dispute. Start at the Resolution Center below.

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A Return Request is an Item Not As Described dispute for the 6 reasons Arrived Damaged through Wrong Item Sent; they are one and the same.

All the links -- Resolution Center, Purchase History, eBay Help -- lead to the same page with the list of reasons shown elsewhere in this thread.

[7606dennis]

If the item arrived damaged, request a return using that reason and the seller is responsible for the return shipping.

[soh.maryl]

Are you saying that pictures of the damage will be required for a claim, or that it would be a good idea to take pictures to reinforce the claim?

I ask because, to the best of my knowledge, pictures of damage are not a requirement.  

[theresroyba_0]

Definitely took pictures, both of the packages as it was delivered (upside down and open,) and of the wheel and box it arrived in to show that there was no padding. It's not really possible to photograph the wobble, but I also took some video of the wheelhead spinning, and the wobble is visible in the video. It's subtle, but makes using the wheel much more difficult and I don't feel i should have to pay to have it serviced.
Thanks for your advice!

[7606dennis]

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@theresroyba_0 wrote:
Definitely took pictures, both of the packages as it was delivered (upside down and open,) and of the wheel and box it arrived in to show that there was no padding. It's not really possible to photograph the wobble, but I also took some video of the wheelhead spinning, and the wobble is visible in the video. It's subtle, but makes using the wheel much more difficult and I don't feel i should have to pay to have it serviced.
Thanks for your advice!

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Unfortunately, photos are not really evidence and won't be considered by eBay in reviewing a dispute.  It is doubtful that the seller intentionally sent a damaged item.  Basically eBay merely takes the word of the buyer that it was damaged on arrival.

You mention that the packages were delivered "upside down and open."  Since it isn't likely that the seller would have sent the package open, is it possible that the package was somehow opened while in transit and the packing lost at that time?  I'm also somewhat at a loss as to the relevance of the package being delivered "upside down" by the carrier.  Was the container marked "This Side Up?"  Of course, I don't really see how the seller could have prevented the orientation of the package when it was delivered. 

[airsheep]

I think the condition speaks both to the carelessness of the shipper and the seller. Unless the box was completely ripped up, most of the packing should have stayed in place, especially if the seller bothered to secure it around the large heavy item. Upside down and torn open indicates the shipper really mauled the box during transit. Neither indicates any level of reasonable care being taken with the package.

[penguins_dont_fly]

@theresroyba_0 

Contact your seller first. If the package was insured, THEY open a claim with the carrier. That is what the pictures are for, not for an eBay claim.

They refund you and they get reimbursed by the insurance.

If they refuse .... then ...

Go to your Purchase History

Select "Return this Item" from the dropdown menu (if there is no big blue button).

Select "Arrived Damaged"

The seller will have 3 days to accept the return, or refund you in full (their choice).

When they accept the return, you will be issued a pre-paid return label.

You will have 5 days to get the item into the mail. Make sure to get an acceptance scan.

When the return is Delivered back to the seller, they will have 2 days to refund you.

If they do not, you can ask eBay to step in to force the refund.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...