Clarification regarding the new Warranty Policy

[snrama]

Dear eBay team,

The new policy is really wonderful.

I am in process to start editing all my listings which the value is more that Rs.1000/-

I will be adding like this:

Warranty period: 6 Months, Dealer Warranty
Things covered under the warranty: Memory Card
Key exceptions to the warranty: Physically Damage, Burnt.
Claim process: Need to send back to me for warranty claim. We keep all purchase records.


But the clarification is should I need to mention this in the Return/Warranty Policies or in the description.

It will be better if I mention in Return/Warranty as editing most of the listings will be easier.

Kindly reply asap so that I can start editing all the listings. ---------------
With Regards,
Navaneeth (snrama) 😉

[nvid@ebay.com]

Hello snrama,

The objective of this warranty policy is to bring in transparency in the warranty offered by the seller. With the introduction of this policy the buyer will understand what kind of warranty is offered on the product.


Currently we have noticed few sellers are not being transparent on the terms of Warranty and were mentioning as “Warranty Offered or Dealer Warranty” with out giving the details of the warranty leading to Bad Buyer Experience.



Let me clarify,

The details of the warranty must be provided only if the seller is offering warranty for items above Rs.1000/- and not other wise.

Warranty description should be mentioned in the “Return policy/warranty details:” area in the Item Page /Listings Page and / or in the listing description

The description of the warranty on the defined parameters* should be clearly understood by all and not be vague and ambiguous

For manufacturers warranty, sellers can incorporate the scanned copies of the Warranty Card provided the Warranty Card contains the defined parameters* and also describe the same in the “Return policy/warranty details:” area in the Item Page /Listings Page


* Defined Parameters include

1. Warranty period

2.Things covered under the warranty

3.Key exceptions to the warranty

4.Claim process


This will bring transparency and help buyers understand what kind of warranty the seller is offering Regards,
Vidmay

[gizmozindia]

This a good initiative neing undertaken by Ebay.

But it should be noted that the many sellers are offering warranty for 7 days or 15 days which would be misuse of the warranty offered policy.

Almost all electronic items are under warranty for 1 year and it should be mandatory for sellers to offer warranty for atleast for 1 year enabling buyers to have confidence on the purchases being made.

Why is this policy being implemented for products above Rs 1000/- only, it should be applicable for low value products too.

Regards

Gizmozindia

[snrama]

Dear Vidmay,

Thanks for replying. I am in process to update my listings.

I have another quiery. I sell pure silk kanjeevaram sarees. The price range is from Rs.4500/- to Rs.6500/-.

Now the problem is, I don't offer warranty as these are cloth materials. I only exchange it if its gets damaged while shipping or has manufacturing defects.

Normally people who buy sarees do customize /tailoring, alteration is done.

So how to set the warranty policy regarding this issue.

I don't offer warranty for such items. So shall I add like this

Warranty period: N/A
Things covered under the warranty: N/A
Key exceptions to the warranty: N/A
Claim process: N/A
Sarees will be exchanged only if it gets damaged due to shipping or has manufacturing defects.

Kindly reply asap. ---------------
With Regards,
Navaneeth (snrama) 😉

[indconcepts]

Hello Navaneeth ,

You don't need to give those 4 parameters when you are not offering Warranty on your Items.

There are 2 Options in the Returns accepted Policy, while creating a listing.

1. Returns Accepted
2. Warranty offered

You may choose one, both or Non.

In case of your sarees where you are only offering Returns accepted , so there is no need of those 4 Warranty parameters. Simply specify on what basis the returns would be accepted. .


best regards

Umang Midha

[veedeedirect]

Hello Snrama,

Its great that people are discussing the warranty policy. As someone who proded ebay.in into getting this policy on the site I would like to join this discussion.

Vidmay and Umang have claried your doubts but I still would have to add a few things.

What you mention in warranty policy is not enough, it is very vague.

You need to clarify :

1) By things covered under warranty - a) you will have to specify if you warranty covers both parts as well as service or only parts.

b) Does your warranty include all the accesories or just the main product, for e.g. the warranty on brandes a/cs is for one year but the warranty on the compressor is for 5 years.

e.g. no 2, in most IT products, the accesories such as adaptors are not covered under warranty, so if you are selling a product with accesories, you will have to specify if and which of the accesories are covered under warranty.

For products such as monile phones and MP3 players, earphones are not covered under warranty, except DOA. Such coverage has to be clearly defined.

2) Saying physically damage is again vague - you need to clearly specify what is physical damage. Many IT companies get by calling normal wear and tear physical damage or burnt. I wonder many times how a product which uses 1.5 volt battery or usb power which 5 volts can get burnt unless the product has a manufacturing defect.



3) As per the warranty policy, it is not complusory to offer warranty for products above Rs.1000/-. The policy only states that "if" you are offering a written warranty, the full text of the same should be included in the listing. We simply want sellers to be transperent about the warranties they are offering.

A very good example of warranty from a fellow ebay seller is :

"Wespro's 12 Months Warranty Terms and Conditions

The warranty:
This warranty is applicable for equipment purchased from and within India by WESPRO CORPORATION. Or their authorized dealers.

Service will be provided by WESPRO CORPORATION,Office xxxxxxxxxxxxxxxxxxxxxxxx

Subject to You having paid for the order, We having received and accepted Your order, we will provide You cover as stated in this warranty.

Wespro's one year warranty, once paid for, is to warrant the product to operate according to manufacturer's specifications for a period of 1 year since the dispatch date.

What is covered:

Parts and labour cost in relate to the repair of a manufacturing defect or fault of production, which resulted the product warranted not functions according to manufacturer's specifications.

Parts and labour cost in relate to the repair of fault of material of the product, which resulted the product warranted not functions according to manufacturer's specifications.

Specific exclusions:

Consumables such as batteries are not covered by the warranty.
General exclusions (What's NOT covered):
Wear and tear

Damage caused by impact, act of war or terrorism, fire, theft, attempted theft, accidental or malicious damage, vandalism, corrosion, water contamination or ingress, frost, flooding or other adverse weather conditions.

You have not used, stored or handled the Product properly; or because you are in breach of the terms of this warranty or the Contract terms; or have not followed Our written instructions for the product, or those of the manufacturer; or damage or defect due to willful neglect or negligence by anyone other than Us;

To loss of quality, degradation of performance or actual damage that results from the use of spare parts or other replaceable items (such as consumables) that are neither made nor recommended by manufacturer.

Because of the installation of, damage to, or modification to the Product and/or Software by someone else other than Our representatives or because of changes required by you or a Third Party;

Because you have connected other fittings or accessories to the Product which We have not approved or connected other equipment or software not approved by us;

Because of external causes outside Our control which shall include accident, fire disaster or burglary;

Because of faults caused by shock or fall, sand, dust, dirt, damp or corrosion, leaky batteries, repair or cleaning by unauthorized personnel;

Because of any malfunction or specific requirement of any other item of hardware, or software which you have linked to the Product in respect of items not included in the Contract;

To correct errors in any non Original Manufacture proprietary software or other software not provided by us;

Because data is lost or damaged;

Because you attached the Product to a network not approved by us or have made changes to your Operating or Network system;

Because you have not installed any error correction that We issue for the software or have otherwise not followed Our instructions or advice;

The warranty is valid from the date of dispatch until the end of 1 year period.

If the product comes with a warranty card (regardless the cover of the warranty card), You must keep the warranty card in a safe place. The warranty card must be presented in order to make a claim.

It is in your best interests to make a note of your product's order number and this should be quoted in any communications with WESPRO.

If the product is returned to WESPRO, we will endeavour to ensure the safety of your products whilst in our possession. However, whilst every effort will be made to return your product, WESPRO cannot accept any liability, nor pay any compensation for loss of a particular recordable media or accessory included. You should retain any recordable media or accessory not required for the repair.

WESPRO warrants this Product (excluding accessories, software, consumables etc) to be in good working order during the period of warranty. The period of warranty is the period stated above and commences on the day of dispatch. In the event that the Product is not in good working order WESPRO will provide, during the warranty period, a free service. The warranty is subject to proof of purchase being provided; therefore you should retain your payment receipt.

We may choose to replace your product, if the cost of repair is not economical. In case the product is no longer available from the market, we may choose to replace it with a similar product with same or greater value. The value of the replacement and the value of the product being replaced are the values at the time of replacing.

You must obtain an authorization for repair from us first. The choice of repair is subject to WESPRO's authorization, and we may choose to specify a particular service centre.

You must inform the service centre in writing if you change your address while your product is being repaired.

You will be responsible for the cost of having the product returned to you, if the fault of the product is not covered by this warranty.

WESPRO's only obligation under this warranty is the provision of the service as set out above.

You must ensure that the proper provision of the service by WESPRO Corporation under this warranty will not directly or indirectly damage your property (including software and data) or otherwise cause you direct or indirect damage or loss and WESPRO will not be responsible for:

Checking as to the likelihood of such damage or loss occurring prior to providing or during provision of the service under this warranty;

Any such damage or loss that may occur.

You should take all reasonable precautions to safeguard your assets and property (including all software and data) and to minimise potential loss or disruption, including, where appropriate, taking full back ups of all your software and data and implementing virus checking controls.

The warranty is not transferable to third party.

[snrama]

Thanks Umang and Devesh for the clarification.:-D ---------------
With Regards,
Navaneeth (snrama) 😉

[snrama]

Dear Devesh,

"I wonder many times how a product which uses 1.5 volt battery or usb power which 5 volts can get burnt unless the product has a manufacturing defect."

Electronic Products are very delicates. Few days back, one of my off-line customer took a hard disk. He connected the power plug wrong, the circuit got burnt.

So branded products will not easily gets burnt in normal cases. ---------------
With Regards,
Navaneeth (snrama) 😉