I don't know if anyone here can help me, maybe someone can give me some advice?
So I purchased a Xiaomi robot vacuum from Shopping Square on Ebay in a recent sale that they had and when it was delivered to me, it was completely DOA. As soon as it loses contact with the charging dock, the vacuum turns off immediately. I suspected the internal battery of the Xiaomi vacuum was faulty, as it could only turn on when I physically move the vacuum to the charging dock myself.
I obviously opened a return case for a replacement and once I did, Shopping Square messaged me on ebay and asked me to close the "unnecessary" return case immediately. I was honestly about to but I did some searching around and every single answer I've found was advising that you don't close the return case no matter what since you won't be able to open it again (even Paypal disputes).
I stood my ground and messaged them back saying I cannot close my return case as I won't be able to open it again, they replied back pretty much trying to guilt trip me and say that they cannot process a replacement/refund if do not close my return case (which honestly sounds like a load of bull). I replied back saying pretty much the same thing again and we were going back and forth in a loop with the same responses.
By now I've already returned the vacuum thanks to Ebay's return process but I'm increasing getting worried that I won't even see a refund as I wasn't able to take any photos for evidence since it's pretty much impossible to prove that the vacuum was working or not with photos. I do have video evidence although Ebay doesn't seem to accept video files. Ideally I would like a working replacement instead of a refund since I don't want to lose out on that 20% discount code but that seems unlikely at this point.
This is my latest response to them (which I haven't received a reply to, they've always replied in less than 24 hours). I did eventually lose my cool because I was honestly so frustrated with the same responses I kept getting from them. I've never gone through this before, what should I do to prepare once I ask Ebay to step in? Because at this point Shopping Square doesn't seem to want to cooperate.
"As I already said previously, I CANNOT close the return case anymore, now it is updated with "delivered" and it says Ebay will step in if not resolved by 29/07/17.
By now, the item has already been returned and you would have already seen that the vacuum does not work AT ALL as I have described (I have multiple video proof if you need).
According to Ebay policy, you CAN send a replacement through the return case, so if you still refuse when I am using Ebay's official return method then I will just wait until Ebay sorts it out on the 29th or deal with my bank to get my refund (and lose out on my 20% discount code)."
I don't know much about Shopping Square or Ebay but I'll give this a go. Is Shopping Square an Australian company? If they are, start quoting the relevant Australian Consumer Law to them. Something along the lines of "not fit for purpose" and "major fault". I can't remember the exact terminology but you'll be able to find the right words out there somewhere.