Emilio Mendia

Hi Emilio Mendia,
Thanks for taking time to share your experience which doesn't reflect the true picture and other side of the story. You purchased Oukitel K12 6GB/64GB Smartphone from our eBay store on 7 December 2020 and after using it for 31 days left us message on eBay to provide you with return label. When we asked the reason of return you said, "it's not working. I'd like to return it and get a k13 instead" We requested details of what was not working, you wrote, it's slow and Bluetooth doesn't work. Please note we have all your messages saved as evidence. 6GB RAM phone is pretty fast and can not be slow unless you clutter your phone with too many large files and leave applications running in the background. Our eBay customer support provided you instructions to optimise the performance of your phone and also guided on how to enable and connect Bluetooth devices to your phone but you insisted you don't want to keep it and instead get a different model. It was clear at that point that there was nothing wrong with our phone but you simply changed your mind after using it for more than 30 days and expected us to accept returns for a used phone. You left us abusive and rude messages on eBay which eBay was made aware of. You subsequently opened a 'false chargeback claim' with your payment processor PayPal for "item not as described" on 5 February. Since ebay didn't allow you to open return because it was outside the 30 days window, you opened a chargeback claim with PayPal whose return policy is more lenient than ebay even when items don't qualify for return they will still side with buyers and override Consumer Rights Act 2015 for 30 days return policy. The question arises, if the phone you received was not as described then why did you still continue using it for more than 30 days?? It's apparent you made a false chargeback claim because our phone had no discrepancy or manufacturing fault. Several other happy customers purchased this phone from the same batch and had no complaints at all. All our phones go through QC (quality control) in the warehouse before they're sold to ensure customers get fully functional and defect free products. Despite all our customer support you sent us abusive messages on eBay. When you returned the phone we tested again but found no such issues that you mentioned. It's clear you milked the system to get desired results when we refused to exchange the phone with Oukitel K13.
We take pride in offering the best customer service to all our valued customers but don't tolerate any abuses. We work very hard round the clock and try our best to address all genuine concerns and resolve matters amicably but don't appreciate any abusive and manipulative behaviour. Consumer Rights Act 2015 clearly mentions that you are entitled to return electronics product within 30 days if it's faulty or not as described. You can also return your product within 30 days for other reasons provided it is still unused in original packaging and can be sold as new. In your case the phone was neither faulty nor had any discrepancies. You returned a used phone to us without authorisation. As a seller we are at total loss as we sold you a brand new fully functional phone, paid for DHL shipping out of our own pocket, answered all your rude messages politely yet ended up losing money and got this unfair negative review which we don't deserve. You have acted unscrupulously to make fraudulent chargeback claim which we will report to both eBay and PayPal.