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YAEbayT- Best way to proceed with a disgruntled buyer?

N

Nutdotnet

Diamond Member
I recently Ebayed a fairly high dollar Firewire/Mic Pre Computer interface.

It sold for a fair, current, market price. And I shipped in the box that I received it in...which, to say the least, makes it very well packed.

Anyway, I received an email from the winning bidder this morning stating that one of the Microphone Preamps do not work and the Headphone jack does not work.

Fine, send it back, I'll test it out.

Problem:

He opened it up to find out what the problem was...(according to him, it's corrosion that is causing the problems). This isn't like a computer where it's easy to open up and poke around. He may be a qualified tech, but he may also be some one who has no clue what they are doing. This thing is tube-driven...lots of connectors, etc...etc...

Anyway, what's the best response?

Refund his money no questions asked? Ask him to ship it back to me for testing, and if it does not work, refund his money? What should I do if it does in fact work? Ship it back?

I'm skeptical to say the least. I tested everything, before putting it up for auction. The Mic Preamps worked fine. The headphone jack worked great. Everything, worked great. I understand things can happen (shipping etc.) but corrosion? Doesn't sound like that's a shipping problem. I never took it outside; I'm just completley lost on that.

This piece of equipment has a notorious history of driver/chipset issues. I was lucky and never had a headache, but this is why a once $1,000 interface now sells for under $300.

Any thoughts?


Auction

Edit- Sorry if this doesn't make much sense...I'm extremely hungover...and I never drink...arggg...

Cliffs:

Sold working unit on ebay
Buyer says it doesn't fully work
Buyer opens it up to determine problem
How should I proceed?
 
He opened it up, which in effect means he gave up any rights to a refund. Same would apply to ANY product you buy retail and fiddle with in the same manner, the warranty wouold be void and null.
 
Never refund before having the item returned.

Have him return it. Test it if it's in good condition, and refund if it doesn't work.

If the guy fvked up the item by opening it, don't refund.

If it was damaged in the shipment, refund and claim insurance.
 
Originally posted by: jpeyton
Never refund before having the item returned.

Have him return it. Test it if it's in good condition, and refund if it doesn't work.

If the guy fvked up the item by opening it, don't refund.

If it was damaged in the shipment, refund and claim insurance.
Click to expand...

That's the problem. I'm no electrician so NOW I wouldn't now if it is non-functioning prior to shipment; or after he opened it. If he hadn't opened it I wouldn't really feel the need to post here since I would have replied, "send it back, I'll refund your money if it in fact does not work".

 
don't take it back. Let him deal with the warranty (if it has one) or take the loss. It was stupid to open it because now if you take it back chances are the warranty is voided and you didn't do it and now it's pretty much worthless. You have no obligation to take it back and I believe Ebay and PayPal and anyone else involved would say the same.
 
I wouldn't give him anything if he opened it up. I sold an xbox under warranty to some one, they decided to open it up because it didn't work when they recieved it, then asked for a refund. I told them no, you ruined any chances of me getting it fixed for free, you screwed it up, you keep it.
 
Thanks for the responses. I can't help but feel shady by offering him no recourse; but this is how I feel too. He opened the stinkin thing up. It's old enough to NOT be covered under warranty anymore, but that still doesn't mean you have a right to open things up and poke around. I don't understand why he just didn't contact me prior to doing anything. I don't have a whole lot of ebay feedback but I wouldn't purposely send someone a malfunctioning unit...makes no sense.
 
Originally posted by: MX2times
He opened it up, which in effect means he gave up any rights to a refund. Same would apply to ANY product you buy retail and fiddle with in the same manner, the warranty wouold be void and null.
Click to expand...

 
Any care to take a couple seconds and help me out with a professional and proper response?

His exact words:

I took it apart and looks like the damage was done sometime ago - pins bent with some slight corrosion.
 
Originally posted by: Dimicron
Originally posted by: DurocShark
Originally posted by: MX2times
He opened it up, which in effect means he gave up any rights to a refund. Same would apply to ANY product you buy retail and fiddle with in the same manner, the warranty wouold be void and null.
Click to expand...
Click to expand...


All you should need to say.
Click to expand...

Got ya, unfortunately, I'm garaunteeing myself a negative feedback, and probably some "fun" with ebay and paypal...but I gotta stick to my guns.
 
Originally posted by: Nutdotnet
Any care to take a couple seconds and help me out with a professional and proper response?

His exact words:

I took it apart and looks like the damage was done sometime ago - pins bent with some slight corrosion.
Click to expand...

Respond:


I bought this device new and never opened it up. I tested it before shipping it, and unless it is obvious that shipping caused the damage, then I have no way of verifying that you opening it and playing around with it didn't cause the damage.
 
Stick with it. You may get negative feedback but that's life, unfortunately. You can feel bed that maybe it was messed up before he opened it, but it's his mistake to do it and he should have known better. If you can get Ebay to understand the situation they may be able to keep him from leaving you feedback or delete any he leaves. At the least, you as a seller can respond to any feedback he leaves with an explanation.
 
Just make sure to make a withdrawal of any and all money from your paypal account. Make sure you have the mail tracking numbers for paypal's investigation for if/when it goes that far. Paypal should say that since he recieved it, the transaction was completed. The only thing that Ebay may get you for is that you didn't say something to the effect of: "No refunds." "This unit works here, can not guarantee it will work for you." "Not responsible for DOA" or the classic, "All sales final."
 
Originally posted by: dxkj
Originally posted by: Nutdotnet
Any care to take a couple seconds and help me out with a professional and proper response?

His exact words:

I took it apart and looks like the damage was done sometime ago - pins bent with some slight corrosion.
Click to expand...

Respond:


I bought this device new and never opened it up. I tested it before shipping it, and unless it is obvious that shipping caused the damage, then I have no way of verifying that you opening it and playing around with it didn't cause the damage.
Click to expand...

I like that. How about this? It's longer, and more "sympathetic" I guess.

Hello,

I'm sorry to hear of this.

Under normal circumstances, I would have no problem having a winning bidder ship the piece of equipment back (in this case the Firestation) for testing and, if needed, a refund, or other form of compensation.

However, this is not normal circumstances. You, by your own admission, took the unit apart. I did not advise you, or allow you, to take the unit apart. These are very sensitive units, that only a certified and authorized repair facility should dismantle.

Because you took the unit apart you gave up any rights to a refund. Same would apply to ANY product you buy retail and fiddle with in the same manner, the warranty would be void and null. I purchased this unit new and never opened it up or took it apart. Unless this is obvious shipping damage, then I have no way of verifying that any claimed damage did not occur by you dismantling the Firestation.
 
Originally posted by: Dimicron
Just make sure to make a withdrawal of any and all money from your paypal account. Make sure you have the mail tracking numbers for paypal's investigation for if/when it goes that far. Paypal should say that since he recieved it, the transaction was completed. The only thing that Ebay may get you for is that you didn't say something to the effect of: "No refunds." "This unit works here, can not guarantee it will work for you." "Not responsible for DOA" or the classic, "All sales final."
Click to expand...

Got ya. Yeah, I guess Ebay could get me for that.

But, I would normally take it back, to test it out, to issue a refund, or whatever needs be to satisfy the purchaser. However, he took the thing apart...it's not just a solid state interface. It has tubes, and all sorts of things that I don't want to even get into.

I, like most people I'm sure, don't think that if someone receives something that isn't working right that he/she is gonna take it apart to fix it. Just ship the darn thing back and get it fixed, or get your money back.
 
^ Looks good, send it to him.

This is a crappy situation, however the buyer caused the issue for himself by opening the hardware before talking to you.
 
Originally posted by: Nutdotnet
Originally posted by: dxkj
Originally posted by: Nutdotnet
Any care to take a couple seconds and help me out with a professional and proper response?

His exact words:

I took it apart and looks like the damage was done sometime ago - pins bent with some slight corrosion.
Click to expand...

Respond:


I bought this device new and never opened it up. I tested it before shipping it, and unless it is obvious that shipping caused the damage, then I have no way of verifying that you opening it and playing around with it didn't cause the damage.
Click to expand...

I like that. How about this? It's longer, and more "sympathetic" I guess.

Hello,

I'm sorry to hear of this.

Under normal circumstances, I would have no problem having a winning bidder ship the piece of equipment back (in this case the Firestation) for testing and, if needed, a refund, or other form of compensation.

However, this is not normal circumstances. You, by your own admission, took the unit apart. I did not advise you, or allow you, to take the unit apart. These are very sensitive units, that only a certified and authorized repair facility should dismantle.

Because you took the unit apart you gave up any rights to a refund. Same would apply to ANY product you buy retail and fiddle with in the same manner, the warranty would be void and null. I purchased this unit new and never opened it up or took it apart. Unless this is obvious shipping damage, then I have no way of verifying that any claimed damage did not occur by you dismantling the Firestation.
Click to expand...

This looks good :thumbsup:

 
This was his response (I feel like an ass for doing this, but I still think I am in the right):

It was just a matter of taking the top panel off.

Your response is a little silly for just popping the top. I understand that from a factory or store, the situation would be different. But to point out - you do not have a business license...
This is just between two people...

I will just take it in to be repaired by professional at my own expense.

Take note, I have extensive repair experience - please see the company I run - www.XXXXXXX.com -
my name is XXXX XXXXX, General Manager. While we are not an authorized repair service for Presonus our event services orientation dictates us working on our own equipment in the field and at our shop.

I am sorry that you have chosen to to disregard my situation as I believe it is inapproprite.

Thanks anyway.
 
couple of questions..

1) Is there any reason for someone to open this unit when it works w/o problems (i.e. upgrades, mods..etc.)?
2) The explanation of bent pins and corrosion doesn't make sense IMO. Usually, you would have one or the other but not both.

Either way, it's not a great situation. I don't believe you are responsible unless you specified a guarantee against DOA and even then, considering he opened the unit, I still don't think it's your issue. Besides, if he is in the repair business, he should be able to get it repaired w/o great cost to himself. He seems decent enough but I'm not sure I buy his story completely.

Also, as someone mentioned above, make sure you transfer the funds out of your paypal account just in case he tries to play hardball.
 
Originally posted by: DBL
couple of questions..

1) Is there any reason for someone to open this unit when it works w/o problems (i.e. upgrades, mods..etc.)?
2) The explanation of bent pins and corrosion doesn't make sense IMO. Usually, you would have one or the other but not both.

Either way, it's not a great situation. I don't believe you are responsible unless you specified a guarantee against DOA and even then, considering he opened the unit, I still don't think it's your issue. Besides, if he is in the repair business, he should be able to get it repaired w/o great cost to himself. He seems decent enough but I'm not sure I buy his story completely.

Also, as someone mentioned above, make sure you transfer the funds out of your paypal account just in case he tries to play hardball.
Click to expand...

Yeah, I don't have any funds in my account right now, so that's clear.

That was the first question that popped in my mind. If he's implying that he, or his shop, is qualified to take it apart, wouldn't they be qualified to repair it?

The only thing I can think of to why you would take the top off is to replace the tubes.
 
Either way, especially since he works at a shop that repairs gear like this, he should be able to get it repaired cheap, and still pay less total than if he would have bought one new.
 
So if he's so knowledgeable...
Why does he need to get it repaired by a professional at his own expense? Can't he just fix it himself?

His story just doesn't add up to me. Sounds like he's just trying to get some of his costs knocked off.
 
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