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The Fox Report Barry Fox’s technology column The very best way to buy online T here is much talk of revitalising local high streets. Not everyone can use the Internet – or wants to use it – for online shopping. Buying fashion, food or artistic designs is much better done in person. Purchasing big box electricals, such as TVs, audio equipment, fridges and washing machines online can be iffy too because returning large and fragile goods, if faulty or not as described, is a huge headache. Some good, some not so good Until recently, Currys had the big box market sewn up, but has now inexplicably attacked its own throat by making it no longer possible to check stock and pay by phone for collection or delivery. ‘If you need to speak to someone, you can call us on 0344 561 0000’ assures its website. Try phoning and hear for yourself the recorded message you get! On a brighter note, Richer Sounds sells big box audio and TV from high street stores and also online. I recently bought some Hi-Fi gear online for free delivery from them and it was a Grade A experience. But, let’s face it, the days of going down London’s Tottenham Court Road to buy specialist electronics and components are long gone, for ever. Whether we like it or not, it will usually be much easier and cheaper to buy them online, often direct, or near direct, from the makers in China. If goods are faulty the online vendor will usually refund without quibble. (Top tip: select a vendor who ships from a UK address to avoid the wait for a slow boat from China.) Inevitably, the online shopping experience sometimes breaks down and some months ago I detailed here what can go wrong if the carrier delivers goods to an incorrect address – in my case Royal Mail with a clearly fraudulent Proof of Delivery note. (Incidentally, and in light of national outrage at the Post Office’s treatment of sub-Postmasters, an MP is now asking Royal Mail about delivery fraud.) Dealing with eBay The FOS (the Financial Ombudsman Service, which is the arbitrator for the FCA 16 (Financial Conduct Authority), which regulates the financial services industry in the UK) has now provided some very valuable practical guidance for anyone experiencing difficulties with eBay. eBay’s website in the UK currently talks reassuringly about its eBay Money Back Guarantee, which aims to protect and reimburse buyers against, among other things, non-delivery of goods or services and faulty items purchased via eBay’s online marketplace. If things go wrong with an eBay online trade and someone complains to eBay, eBay reassures that ‘if we’re unable to resolve your complaint, you may be eligible to escalate it to the UK Financial Ombudsman Service (FOS)’ – see: https://bit.ly/pe-mar24-ebay1 https://bit.ly/pe-mar24-ebay2 But it ain’t necessarily so After many months of my persistent correspondence and discussion with the FOS, the FOS has helpfully and clearly explained the real-world situation. So, to summarise what a lot of people may not know: • eBay in the UK comprises two quite different and separate entities 1) eBay Marketplace, which is eBay (UK) Limited, accessed via the eBay.co.uk website and 2) eBay Commerce UK Limited. • eBay Commerce UK Limited (ECUK) provides payment services for sellers on the eBay platform and is regulated by the Financial Conduct Authority (FCA). The Financial Ombudsman Service (FOS) can investigate complaints but for payment services only. • T he eBay Money Back Guarantee scheme managed by eBay (UK) Ltd covers purchases made via eBay’s online marketplace eBay (UK) Ltd at eBay. co.uk and is not regulated by the FCA and is not answerable to the FOS. The FOS confirms: ‘eBay (UK) Limited is not a regulated financial firm which means that this service (FOS) can’t consider complaints against it’. So, the FOS cannot consider complaints about the eBay Money Back Guarantee because it is managed by unregulated eBay (UK) Ltd. The ‘pith and marrow’, as legal eagles like to say, is that ‘eBay (UK) Limited aren’t regulated and it is this firm that manages the Money Back ‘ Guarantee scheme’… and the FOS isn’t ‘able to consider’ a customer complaint. Put another way, if you try to complain to the FOS about eBay’s Money Back Guarantee scheme, you are bang out of luck. Hence, I repeat my online trading tip. If you are buying online from anywhere and things go wrong, with goods missing or faulty, don’t waste time on escalating rejected complaints through multi-stage, marking-own-homework procedures. Simply use the Chargeback system run by the credit card companies. Expect one knee-jerk rebuttal back from the other side and be sure to contest it. But if you have right on your side, and stick to your guns, you will most likely hear nothing more, and see your money come back home safe to your card. NEW! 5-year collection 2017-2021 All 60 issues from Jan 2017 to Dec 2021 for just £44.95 PDF files ready for immediate download See page 6 for further details and other great back-issue offers. Purchase and download at: www.electronpublishing.com Practical Electronics | March | 2024