Broken Swegway for our son left us out of pocket
Q MY nine-year-old son wanted a Swegway hoverboard for Christmas – he knew they were pricey so he had saved up pocket money and did extra household tasks.
I researched the market, wanting quality. The UK Swegways site promised ‘genuine Swegways’, a one-year guarantee, impressive safety credentials and a customer service line. I paid £189 via PayPal in November.
In December, we put it on charge before gift-wrapping it so he would have it for Christmas Day. Neither battery nor charger worked. I tried to contact the firm by email but there was no response. I also – on Trading Standards advice – sent a letter to the firm’s registered office.
Just before Christmas, we realised UK Swegways was not going to deal with our complaint so we spent yet more money buying another from Amazon. This worked.
Our son is happy but we are not as we have laid out twice. The site says it no longer accepts PayPal. What can we do? Jane W
A WEBSITE owner O&M Trading was only set up in September but it has already been on the receiving end of many complaints – it’s always worth checking online media when dealing with an unknown company.
Most of the problems, like yours, arose in the pre-Christmas period so they might not have been posted when you ordered. These allege faulty products and a lack of response to problems from the website’s owners.
While nothing can make up for the hassles – and having to lay out twice for the present – there is some good news.
PayPal’s Buyer Protection now offers refunds when goods fail to deliver or are not as described or, as here, faulty but the retailer refuses to carry out its obligations, providing you report the problem within 180 days.
Unlike credit card protection, it applies to all purchases – there are some exceptions such as cars and specially made items – rather than just those between £100 and £30,000. It makes no difference if the seller no longer offers this payment method. PayPal has now refunded your £189. And your son is happily hovering.
EMAIL askwhich@which.co.uk