Jumia Sells ‘New’ N491,700 Laptop With Scratches, Expired Warranty, Forces Oyo Customer to Keep It
Tosin Adekojo, an Oyo State resident, paid N491,700 for an HP EliteBook 840 CG on October 12, but after receiving what the seller advertised as “brand new from the HP official store”, she found that the product was not what the seller had advertised. Now, Jumia wants her to accept the laptop like that.
Adekojo told FIJ that when she went to the Jumia station at Apata on October 17 to pick up the product, the attendant refused to allow her to check the product until she paid. When she opened the pack, she said she found a box of surprises.
“After paying and opening the package, I found multiple scratches on both the body of the laptop and its screen. I logged the laptop’s Product ID on the official HP website and discovered the warranty had expired. The Styrofoam in new products was not there,” Adekojo told FIJ.
She also said she noticed that the accessories, which included a charger and power pack, had no tags to indicate their authenticity. This led Adekojo to conclude that they were generic replacements with no receipts or warranty cards provided in the package.
“I immediately informed the attendant that the laptop was not ‘brand new’ as advertised and that I would not accept the product. He directed me to call the customer care line to initiate a return and refund process officially. Unfortunately, my first attempts to reach the customer care number were unsuccessful due to connection issues, and I had to leave the collection centre,” she said.
“After a few hours, I spoke with Jumia, and they advised me to return the product. However, after several follow-up calls, Jumia said they found no issues with the laptop and would be returning it to me without a refund. I will not accept it. What’s worse is that this product now sells for N550,000.”
When FIJ called Jumia on Monday for comments, a representative said that their quality assurance team had found the product to be good and would be returning it to the source.
“It underwent a quality check, and the item is okay. Our Quality Assurance Team found that the customer changed their mind,” the representative said.
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