Buyer claims new device doesn't work- it was NIB. Now wants to return

[crocodileave]

I sold a brand new fitbit to someone who immediately started having tech support issues with it. I directed them to fitbit tech support. In addition to having opened the new box, their method of solving their first issue (opening it up) involved something that alters the quality of the device. Now they're telling me it's defective, only tracking some steps and not all. It was a brand new piece. To accept a return here means I get it back with an open box in compromised, now used condition, so I cannot resell in the same condition. This person will have the same use problems with any one they buy. Are my options really just to eat this because I sold to someone who doesn't know how to use the thing? 

[kensgiftshop]

If they filed a INAD, you have two options.

Refund the buyer and let them keep the item.

Accept the return, provide a shipping label and refund once it's returned.

[krazzykats]

Return for refund.

[mtgraves7984]

Are my options really just to eat this because I sold to someone who doesn't know how to use the thing? 

@crocodileave 

Boy, I hate the way it sounds when you nailed ^^^ it, but you sure nailed it. Hang in there...

[az93]

I have had many fitbits. They can be a challenge to set up correctly. If it's tracking any steps it is probably not broken. But steps aren't acknowledged instantly.  If she takes 10 steps and expects her count to go up by 10, it won't.  Sadly just accept the return.

[meme6253]

They had to open it to see if it works, like any one would do, unfortunately you do not manufacture fitbit so you can't perform customer service for them as far as walking them through the set-up of the device or even offer a replacement, you sold it here so you need to let them return it & at least you get the item back then maybe you can deal with the manufacturer warranty.

[crocodileave]

totally- and I have responded in the messages several times doing my best to help with issues along the way. i helped with the battery case, which worked, but now we're onto a new issue (which I also found in fitbit support posts and shared with them). it's just wild to be this intense about tech support to a second-hand seller. it's my closet cleanout, not best buy, but i know the platform doesn't make that distinction. i guess in this case they're using it on a treadmill, which has its own particulars. but the issue isn't because i sent a defective device, which is the claim. but... yeah. 

[kensgiftshop]

Even if it isn't defective, once the buyer files an INAD, you don't have many options.

The options you do have isn't very good for the seller.

[tobaccocardyahoo]

When you sell an item as NIB you are not a second-hand seller. Even though you attempt to operate like one.

If you knew this was a problem to set up, you should never have chosen it to sell on Ebay.

Often, authorized sellers can return this open units to the manufacturer and receive a credit against their invoice or a new unit in return. They are not taking this risk of having second hand crap returned. Top ranked sellers have the option of lesser refunds but if this is an NAD refund they too might be in a box.

As a relatively new seller, you are going to make mistakes. This item is one of those mistakes.

All too many Ebay sellers who decide to dabble in selling NEW items when they are not authorized to sell them by the manufacturer wind up in trouble, and have negative effects on all Ebay sellers.

[toysaver]

"New unused in box- note crack in plastic box in photo. Does not affect item."

How can you be so sure whatever catastrophe caused the box to break did not also affect the item?  That packaging had significant wear.   

[crocodileave]

It's been in my closet and the box wasn't cracked in any way that involved force or anything like that. It was brand new, never used.

[crocodileave]

Fair enough. We'll see what happens. I am not in the practice of selling electronics, but I've been trying to pare down. It is clearly more trouble than it's worth here and no one is happy, not buyer or seller.

[chapeau-noir]

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@crocodileave wrote:

totally- and I have responded in the messages several times doing my best to help with issues along the way. i helped with the battery case, which worked, but now we're onto a new issue (which I also found in fitbit support posts and shared with them). it's just wild to be this intense about tech support to a second-hand seller. it's my closet cleanout, not best buy, but i know the platform doesn't make that distinction. i guess in this case they're using it on a treadmill, which has its own particulars. but the issue isn't because i sent a defective device, which is the claim. but... yeah. 

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I went through this with a keyboard bundle. The buyer simply did not know how to set it up - it wasn't plug and play, and they didn't seem to understand the simple manual I sent with it. I tried to help but they became fixated on the packing (it was very securely packed - I've sold a couple of hundred of these keyboards and bundles and use double-walled telescoping boxes for them), didn't like the bubble wrap, on and on. I finally gave up. I hate selling electronics here.

[ittybitnot]

Are my options really just to eat this because I sold to someone who doesn't know how to use the thing? 

@crocodileave 

To what city/state did you ship this product? 

[mezcal28]

How does that solve their problem of not being able to resell the item as new?