Bought New Roku Ultra on eBay but Item Had Been Opened and US Power Supply Removed

Rumbaar on 12/12/2017 - 09:31
Last edited 13/12/2017 - 07:03 by 1 other user

Hi,

I had bought a Roku Ultra at the start of the year, it came factory sealed with an Australian power supply separate but included. All was good. Wanted to get another one, and shopped around. The original seller didn't appear to have a new listed, but the prices have dropped. I shopped around and found one that supplied an Australian power supply with the unit.

Purchase the unit, and it arrives. But it had been opened, and the US power supply removed and the additional Australian power supply was in a separate bag. My first reaction is that this isn't a brand new item. It looks brand new, but I've purchased a new unopened item from eBay.

I contact the seller and they go on about how can be fined $8000 for supplying a US power supply. But the ad doesn't mention that the item is sold opened, but 'brand new'. I don't know if it's been used, or tampered with (root kit or whatever). They go back and forth. Ultimately if I knew I wasn't getting a factory sealed item, as sold, I wouldn't have bought from them. I pointed out eBay's terms and conditions in regards to selling a brand new item, but they fail to reply.

Is that a law? What are you thoughts on if you bought a brand new item, and it was opened?

General Discussion

Comments

  • teacherer on 12/12/2017 - 09:36
    +6

    Where did you bring it?

    • Rumbaar on 12/12/2017 - 09:58
      -1

      Brought it? I'll not name and shame, I've already left a neutral review that is clear in my concerns with the sale.

      • argonide on 12/12/2017 - 10:36
        +4

        Brought is the past tense of bring and bought is the past tense of buy.

  • HighAndDry on 12/12/2017 - 09:38

    Is that a law? What are you thoughts on if you brought a brand new item, and it was opened?

    Ebay policies aren't laws, no. And honestly, if they opened it so they could take out a US power adapter and put in an Aussie one… I'd be okay with it. Ebay's policies say:

    https://pages.ebay.com.au/help/sell/contextual/condition_1.h…

    Brand New
    A brand-new, unused, unopened, undamaged item in its original packaging (where packaging is applicable). Packaging should be the same as what is available in a retail store, unless the item was packaged by the manufacturer in non-retail packaging, such as an unprinted box or plastic bag. See the seller's listing for full details.

    That does say "unopened", but even that's not black and white - plenty of electronics bought in stores are opened to check contents, for safe-keeping (empty boxes on shelves), etc.

    • Rumbaar on 12/12/2017 - 09:57

      My question about law is that removal of the US PSU as a mater of Australian sale law. Yes, eBay policies are conditions of their sellers are bound too not Australian law. I don't mind opened boxes, if it's known or justified.

      The only reason I would see to open it, is to on sell the US PSU as a replacement unit for the US market. As for stores opening, most times opened boxes are sold as ex-display stock.

      • HighAndDry on 12/12/2017 - 10:07

        Is there a specific law covering that? I've no idea. But it's understandable because in most places, there are additional certification requirements for power adapters as opposed to normal electronics (higher voltages, compatibility in power supply, etc).

  • foxmulder on 12/12/2017 - 10:07
    +2

    Some sellers may have confuse on selling on eBay and Amazon. Amazon does allow open type as long as item is still new. On eBay a brand new item is indeed has to be unopened one or whatever the original condition from factory. Should the item is different condition, seller should have chosen New and never used item condition instead. It's up to you to open request to return the item at seller expense or you can just seek partial refund. Ask around 10-20% refund.

    • Rumbaar on 12/12/2017 - 10:23

      Darn, I didn't want to have to go through the hassle of returning at just before Christmas and didn't think about opening a case with eBay for partial refund based on non-new sale.

      But yes, I pointed out the definition of new unopened to them, and they referred to their statement they supply an Australian PSU as indication they will open the box. :/ They also became abusive when I left a neutral review. I pointed out they failed to reply and if they altered the ad to indicate the items are opened prior to sale would solve the issue.

      • foxmulder on 12/12/2017 - 10:55

        Just make sure the power supply has AU NZ compliant mark on them - if it is then I guess you just have to move on. At the very least those compliant power adapter is not cheap. Advice seller to improve on how to list item condition.

        • Rumbaar on 12/12/2017 - 10:58

          Yes, I did advise them to alter the ad to reflect opening of the item. My issue isn't with the PSU supplied (it appears to be rated for Australia, though it's only 1.0A over 1.5A of original), it's with the opening of the box and unknown history of a non-factory sealed item.

        • foxmulder on 12/12/2017 - 12:35
          +1

          @Rumbaar: Just because it has AU plug not necessarily it's AU NZ compliant. Non compliant power adapter has fire hazzard.

          And yes if you're not happy, just open return dispute, and have postage costs paid by the seller. Only return if seller supply prepaid lable or pay you for the return cost. If sellers still spend time arguing, just escalate the dispute to eBay customer service, normally they will close it within hours for full refund.

  • abb on 12/12/2017 - 10:38

    Yes, it is illegal to sell a power supply that is not approved.

    I can't recall if foreign approvals are acceptable.

    • Rumbaar on 12/12/2017 - 10:48

      I understand non-approved power supplies, for sure and it's only if it's designed to operate primarily in the Australian market. US power supplies are not directly functional, and if they supply a 'travel adapter' it might be not compliant sale. But this supplier sold a separate Australian rated PSU with the item.

  • smashed on 12/12/2017 - 10:58
    +2

    This is very simple. You can return for a refund if you wish. It was opened. You can dispute with eBay

  • Marrk on 12/12/2017 - 11:40
    +2

    "I had brought a Roku Ultra at the start of the year, it came factory sealed with an Australia power supply."

    I don't think so. The box would have been opened, the U.S. power supply would have been replaced with an AU power supply and the box would have been re shrink wrapped. This is basically the same thing, though they didn't shrink wrap the box again.

    • Rumbaar on 12/12/2017 - 15:27

      I have the first one I bought, and it still has the US power supply in the box. Physical here with me, so I think so.

      • Marrk on 12/12/2017 - 22:40
        +1

        Oh, sounded like you were saying it was in the factory sealed box.

        • Rumbaar on 13/12/2017 - 07:04
          +1

          So it does, I've edited the post to reflect it was a separate item with the sealed package.

  • hogwarts on 12/12/2017 - 12:15
    +2

    Come On. Please tell me you paid with PayPal and have lodged a dispute before you posted it here?

    • Rumbaar on 12/12/2017 - 15:32

      The unit appeared to be brand new, but you can never fully know. I had excepted it was brand new, but wasn't happy with lack of foreknowledge from the seller on what was involved ie they were opening and removing the PSU.

      Their lack of ownership of that lack of communication was my issue, compound by their immature response to my neutral review.

  • No on 12/12/2017 - 12:47
    +2

    Roku doesn't sell to Australia so its impossible to get a Roku branded unit unopened with an Australian power adapter in the box.

    If the Roku itself looks brand new I would let it go.

    If you must have a sealed box with an Australian adapter your only option is one the Telstra TV box but you won't have access to the normal Roku channels.

    • Rumbaar on 12/12/2017 - 15:29

      When I bought my first one it was factory sealed, with the Australian power supplied separate. I did not expect the imported Roku to have it inside the box, just that it would be factory sealed.

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