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Buyer said repair part does not work, i am very suspicious
The buyer said the repair part does not work. It is an electronic part for a cordless fuel cell operated nailer. A complicated unit to repair. I gave him some diagnostic tips because what little he communicated pointed to additional problems. From what he communicated the part fixed a problem that indicated it needed to be replaced but he still insisted the part is faulty. He said he already performed my suggestions. I doubt he did a proper cleaning and lube. He asked for an exchange though I had only one to sell. I do not accept refunds.
We were a service center for the company for 12 years. Never received any faulty parts. Often got those nailers torn apart in a box for us to repair because the customer could not fix it themself. I am very suspicious of the situation but do not want a bad rating.
He is going to try one more thing yet still wants to know now what I am going to do about the part he "thinks" is faulty. There is a very simple test he should have performed first to rule out whether his original part was bad before purchasing a replacement. He did not communicate performing that test on his part or the one he purchased from me so that furthers my suspicion.
I am an honorable person and would do the right thing if I were confident the customer knew what he was doing. He is obviously not a trained technician. What would you do?
mr_lincoln
Mentor2 years agoHi @aud-o-matic55
First, lets start with your return policy, stop using the No returns accepted policy because eBay has two work arounds for Buyers and many know about them:
-Arrived damaged
-Not as described
If either of those two reasons are selected by a Buyer YOU the Seller are charged for the return shipping label regardless of that No returns accepted setting. While it may have it's place for items sold as parts only - junk value it doesn't for many things it is used on. I am sure Sellers think they are protected against anyone returning something but that is not the case. Set your returns that you Accept them BUT the Buyer pays the return shipping. Then become familiar with your Seller Protections where you might have some flexibility on how much to refund a Buyer on a bogus return: Seller protections | eBay
Next would be the Buyer's tech level ... I suspect you are correct in that they lack the skills to correctly diagnose their nailer's problem and then affect a successful repair. Of course that is the risk with the "do it yourself" crowd out there. At least they ordered the right part right? We see a lot of situations where they don't do that right so the transaction is doomed to fail.
In retail sales (which is what you are doing here) the amount of support and customer service you provide is up to you. You could certainly message them with a comprehensive step by step checking process to see if it can be determined that your part is indeed defective. It's also possible they have determined that their original part was NOT the problem so they don't want to spend the money on the part they purchased from you and are trying to position things to where YOUR part is faulty (falsely of course).
So in the end the choice is yours ...
On a side note, that Buyer could also wind up posting here about their issue claiming the part they received didn't work and it was sold with No returns and ask how to get their money back ... and yes, you guessed it, they will be advised to file the Not as described return claim and force the return on you.
Sorry it was so lengthy ...
aud-o-matic55
OP2 years agoThank you for your expertise and quick response Mr. L. Of course I will always do the right thing.
Andrea