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Cannot Communicate with Foreign Buyer
I sold a piece of medical equipment for $4250.00. I shipped the equipment and it arrived at the Texas address on July 28th. I sent the buyer a message telling them to let me know if the item arrived ok and the condition as I paid UPS to Pack & Ship so I have insurance. They acknowledged the receipt of the item in good condition in broken english email. I advise that they need to have technical help installing as this system involves a processor and two computer systems.
Fast forward to August 12th. I receive a message saying the equipment has an error code that I have never seen. I look up the code in the online manual which tells me that the buyer is not properly inputting the patient information and erasing old data. Here is the issue: I cannot communicate with the buyer to get him to understand what the issue is. I have asked several times if he has completed certain steps and he will not answer. He sent photos which prove that he is not operating it correctly. Those photos were taken in a clinic in Mexico.
I am frustrated because the item works but he does not know how to operate it and it is now in a foreign country. He now wants a refund and I will be responsible for return shipping.
How do I navigate this?
