Buyer requesting to return laptop, says it's defective; I don't accept returns.

[deala0621]

Hi,

I sold a brand new, completely unopened Dell computer (I bought it straight from Dell).

They submitted a return request saying it's defective.  They say " it has a few issues looks like its a manufacturer defect. 1. it lags on a few different tasks like when i go on google sheets it takes like 5 seconds for the computer to catch up. 2. it gets so hot i cant touch it sometimes under a regular work load. 3 the battery doesnt last more then 1 ½ hours which is not normal it should be giving me atleast 3-4 hours."

I actually have the option to decline the return and that will automatically close out the buyer's return request.

What I'd like to do is decline the request and direct them to Dell if the warranty transfers (I will contact Dell about that).

I really do not want to accept the return and then have to worry about the used state it's going to be in and have to sell it again.   Dell's ebay account was actually selling the same laptop for around the same price and offered 30 day returns and you could still buy it on their website for a similar price with a return window.

My question is: what would any of you do?  Is the biggest repercussion of declining the return bad feedback from the buyer?  Does anybody know of directing a buyer to the manufacturer for warranty related issues?

Thank you for any advice.

[soh.maryl]

You appear to be determined to misunderstand how this works.

Assuming the buyer has opened an item not as described case, here are your options: you can send him a prepaid return label and when you receive it back, you can  refund the buyer his payment.

Or you can decide not to do anything, in which case eBay will refund the buyer from your funds and allow the buyer to keep the item.

Do you notice that messaging the buyer and telling  him to contact Dell is NOT one of your choices? 

[soh.maryl]

Buyers have 180 days to open cases with Paypal, if that was how they paid.

Most credit card chargeacks can be done for more than 30 days, some at least 180.  

[Anonymous]

Mastercard

Visa

AMEX

Discover

All have a 120 day chargeback time limit. I don't know why everyone quotes 180 days here.

[deala0621]

Okay, thanks for your input. I'm was just seeking advice for a situation that doesn't seem so cut dry from my perspective, that's all.

I did buy it from Dell, but I sold it, and it's no longer mine and I did not use it. So, at least to me, it would make most sense for the end user who now owns it and has been using it to inquire with Dell what the possible problems could be.

But, of course, it's more complicated then that because this is a sale one ebay and I have to think about repercussions (chargebacks, negative feedback, ect) even though I am well within my right to decline it because it's past 30 days.

(Also there would only be a replacement from Dell if it was in fact a manufacture defect. If it's just due to the way it's been used by the buyer or something else, it would need to be fixed without the option of a replacement. )

[deala0621]

"You appear to be determined to misunderstand how this works.

Assuming the buyer has opened an item not as described case, here are your options: you can send him a prepaid return label and when you receive it back, you can  refund the buyer his payment.

Or you can decide not to do anything, in which case eBay will refund the buyer from your funds and allow the buyer to keep the item.

Do you notice that messaging the buyer and telling  him to contact Dell is NOT one of your choices? "

Messaging the buyer is one of the options. It doesn't close out the case, but I do have the option to try to work it out with the buyer. And Dell does allow warranties to be transferred to a person you've sold your laptop to so I can at least present that option to them.  I also have the option to decline the return, which is one aspect that I was curious about.

I'm not determined to misunderstand the situation.  I'm trying hard to understand the options.

[smabrouk]

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@deala0621 wrote:

I sold a brand new, completely unopened Dell computer (I bought it straight from Dell).

They submitted a return request saying it's defective.  They say " it has a few issues looks like its a manufacturer defect. 1. it lags on a few different tasks like when i go on google sheets it takes like 5 seconds for the computer to catch up. 2. it gets so hot i cant touch it sometimes under a regular work load. 3 the battery doesnt last more then 1 ½ hours which is not normal it should be giving me atleast 3-4 hours."

I actually have the option to decline the return and that will automatically close out the buyer's return request.

What I'd like to do is decline the request and direct them to Dell if the warranty transfers (I will contact Dell about that).

I really do not want to accept the return and then have to worry about the used state it's going to be in and have to sell it again.   

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Since you shipped the “brand new, completely unopened Dell computer”, you do not know if the computer is defective.  The buyer purchased this computer from you.  Even if you “really do not want to accept the return” and even if you “have the option to decline the return that will automatically close out the buyer’s return request”, the buyer could:

• escalate the claim to eBay and, based on your refusal to accept the return, the buyer could receive a refund and be allowed to keep the defective computer;
• file a claim with PayPal (if the buyer paid through PayPal), if eBay does not side with the buyer, and, based on your refusal to accept the return, the buyer could receive a refund and be allowed to keep the defective computer; or
• file a chargeback with her/his credit card company or bank for debit card and, based on your refusal to accept the return, the buyer could receive a refund (i.e. chargeback) and be allowed to keep the defective computer.

Do you want to take the chance that the buyer could be allowed to keep the defective computer and receive a refund due to your declining the return?  Unfortunately, I have read about such occurrences on this forum.

You mention the computer being under warranty with Dell.  Before you sold the computer, you should have determined “if the warranty transfers”.  If the warranty does not transfer, the only person who has a warranty contract with Dell for the repair of this computer is you, not your buyer.  The buyer has a purchase contract with you, not with Dell, as the buyer purchased the computer from you via eBay.

I hope that things will work out for you and that you will receive the computer without further damage, if you accept the return.

[jahood1984]

Dell warranties transfer easily you just need the service tag Id.  

  I sell thousands of (refurbished and many parts/repair) laptops, here's my take...  The laptop is getting hot/lagging/draining quickly because it's trying to do a TON of updates in the background, I wouldn't be surprised if they crank the brightness way up either.  Odds are if they would do the updates until complete it would be fine, new laptops are way behind on updates and Microsoft has pushed massive updates since win 11 dropped.  It may even be trying to update to 11 in background, heavy usage.  

  My biggest concern is that they poorly packaged its damaged on the way back, don't use an eBay label with zero insurance just send your own insured label.  

  As far as accepting it or not, I don't know how long you have left to accept it but if it's reasonable time I'd ask the buyer to run updates, I bet a huge long list of updates pops up immediately.  If you don't the risk are mentioned like a chargeback but the buyer had 30 days to use this thing!  That's your call,  I'm not sure what I'd do honestly.  Last laptop I sold here was a $200 MacBook the buyer threw in the box with zero of the packaging I used, it came back destroyed and COVERED in food.  Look like she ate 25 jelly sandwiches while fiddling with all 12ft of charger cord, opening and closing it and trying to use it as a touch screen with jelly fingers (not kidding).  The sides and bottom were as covered in dirt in the 4 days she had it as it was coming out of a dirty warehouse storage.  It was quite shocking...

[smabrouk]

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@jahood1984 wrote:

Dell warranties transfer easily you just need the service tag Id.  

  …

  My biggest concern is that they poorly packaged its damaged on the way back, don't use an eBay label with zero insurance just send your own insured label.  

  As far as accepting it or not, I don't know how long you have left to accept it but if it's reasonable time I'd ask the buyer to run updates, I bet a huge long list of updates pops up immediately.  If you don't the risk are mentioned like a chargeback but the buyer had 30 days to use this thing!  That's your call,  I'm not sure what I'd do honestly.  Last laptop I sold here was a $200 MacBook the buyer threw in the box with zero of the packaging I used, it came back destroyed and COVERED in food.  Look like she ate 25 jelly sandwiches while fiddling with all 12ft of charger cord, opening and closing it and trying to use it as a touch screen with jelly fingers (not kidding).  The sides and bottom were as covered in dirt in the 4 days she had it as it was coming out of a dirty warehouse storage.  It was quite shocking...

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It is nice to know that the warranty for the computer will transfer, and your suggestions to the seller about the updates makes good sense.  Sadly, some folks are not very tech-savvy and it sounds as if this buyer may not be as (s)he would have received on-screen notifications about the updates and the need to plug-in the laptop rather than using the battery during this time period.

In regard to the return you mentioned — how horrible!!!!  Did you have any recourse regarding this disrespectful buyer?  That should never happen!  I cannot imagine touching any of my devices — phone, iPad, computers — with dirty hands or allowing food near them as I cannot afford for them to be damaged, and I cannot image treating any item that I am returning, even if it is not-as-described, with such disrespect.  That person should not be allowed a refund and should be required to pay for the repair of the computer that (s)he damaged.

[jahood1984]

I'd actually made a thread about it on here but being top rated I deducted 50% off the return to help roughly cover the loss.  It still worked just had bad frame damage so I cleaned it up and donated it.  The buyer actually had a prior feedback about returning an item covered in food so it must be a normal thing for them to have food slopped over all belongings!  

  I agree about the lack of knowledge, that's the hardest part about selling any type of PCs by far.