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Professional seller ignored, defective iPhone (overheating and freezing): how to get eBay involved?
Summary: demis800 describes a situation where they purchased an iPhone from a professional seller on eBay, which has a severe overheating issue. Despite contacting the seller to initiate the legal warranty process, they have not received any response. sika700 notes that eBay's intervention is only possible within 30 days of delivery and questions the delay in recognizing the non-conformity. demis800 seeks advice on how to proceed with eBay to obtain a resolution such as repair, replacement, or refund.
Hi everyone, I’m writing to you because I’m stuck in a deadlock with a purchase and I’d need your help to figure out how to proceed.
On March 11, 2025 I bought an iPhone from a professional seller on eBay. Unfortunately, the device has a serious lack of conformity, it overheats abnormally until it gets scorching hot and, when it reaches that temperature, it completely freezes up and becomes unusable.
I contacted the seller to start the 24-month legal warranty process, but I haven’t received any reply either by email or through the platform’s messages.
I tried looking for a specific customer support option related to the warranty on items purchased, but I can’t find the right button or section to report the issue and ask for direct intervention from eBay.
Considering that the seller has disappeared and that we’re covered by the platform’s protections, I’d like to know if and how it’s possible to get eBay involved in cases like this in order to obtain a resolution (repair, replacement, or refund).
Thank you in advance for any advice or guidance you can give me!
marioelegio
Mentore2 weeks ago..... the 24-month legal guarantee is owed only by professional EU sellers. After one year, the burden of proof that it is a lack of conformity, and therefore not due to the use of the item, falls on the buyer.
They are directly responsible for this guarantee, not the platform.
hi
mario
sika700
Mentore2 weeks agoEbay can only intervene within 30 days of delivery... so now you can't ask the platform for any help.
Question: but if it's not compliant, did you only notice it after 17 months??
Kind regards.