Lack of Transparency if Trader wishes to make no contact back in regards to Faulty product
I purchased an item through Trade Me from a trader (In Trade), but the item turned out to be faulty and burnt out. Trade Me makes it incredibly difficult to reach a customer care representative, likely hoping people will just give up. I’ve emailed the trader twice but have received no response. How can anyone get in touch with Trade Me to speak to a real person or receive a proper response?
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Gary-NZStocked Community SuperuserIan, the best course of action if you have not received replies to emails to the seller (and have checked your spam/junk folder) and you haven't got their phone number to call them (check in payment instructions for phone number), is to place feedback asking them to check their emails about a faulty product as you have not had replies, wait a day or so then click on the Dispute resolution link in your won item page. Failing that, you can contact Trademe via their live chat service. Just pop live chat in the help search box up top for instructions.
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S Community SuperuserKia Ora Ian,
Sorry to read you have received a Faulty product from an In-Trade Seller,
In-Trade Sellers have to comply with the Consumer Protection Act which clearly provides options to Repair, Replace or Refund the Faulty item & TradeMe absolutely stand by the Faulty Goods policy.
I note you have said the item of purchase is 'burnt out' - Your Seller should be able to provide an SDOC (Supplier Declaration of Conformity) for mains powered electrical equipment. They are subject to the Australian and New Zealand Electrical Safety Standard (AS/NZS) 5761.
A couple of quick checks...
- Double check your spam/junk email folder incase their email has gone there.
- Have you placed feedback for your Seller letting them know you have emailed them, please check their spam/junk email folder & ask them to make contact with you. - Feedback often gets a response and can be changed once this issue is resolved though it can only be changed the once.
- As your Seller is In Trade is it possible they are a Professional business? - If you think they may be a registered business you can look the up on the NZ Companies Register to possibly obtain their phone number and address details.
Listings remain in your Won items for 45 days - beyond the 45 days, where you are unable to File a Report, for Faulty Goods you can report this Seller to TradeMe as well as request assistance via their "Live Chat" facility.
All the Best! - Cheers.
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