Buyer just wanted to let me know...

[bricksandpugs]

Hi everyone!  I'm just looking for some feedback on what to do with this situation.

Sold a watch to someone and it was delivered February 6.  Today, I've received a message from them stating:  "Just want you to know that the watch stopped working in 3 days."  

I had the battery replaced before listing it to make sure that it was working and it was always working whenever checked it for a potential buyer.  When sent it out, it was also still working.  It did travel from Virginia to Hawaii if that matters at all.  In the listing I did state there was one aspect of the watch that didn't know if was supposed to do it or what but the watch still worked.  

This was a promotional item with not too many made.  I really just don't know how to respond to this message.  Just say thank you for letting me know?  I mean it's so vague and it feels as though they may be testing me on how I respond. How do I know if he broke it somehow?  And since it was working fine when he got it, does he have any recourse if I don't issue a refund or something?

Here is my actual listing: 274135423587

Item specifics Condition: Pre-owned :  Seller Notes: “never worn, just had it awhile; when replaced the battery I noticed the dial on the side can be pulled out all the way” Gender: Unisex Band Color: Brown Model: unknown Age Group: Adult With Booklet: Yes Brand: Europa Band Material: Leather Serial Number: unknown MPN: Does Not Apply UPC: Does not apply

LET ME START BY SAYING I KNOW NOTHING ABOUT WATCHES!

This watch was a limited release to theater management for the movie "The Curious Case of Benjamin Button." Just replaced the battery and it still works.  It was never worn and still has the cover on the face.  The band is genuine leather and that's all known about specifics on the watch.  The time does go backwards and the numbers are printed that way (makes sense with the movie apparently).  When the battery was replaced and tried to reset the time, thinking that you pulled the dial out a bit to turn it, the dial pin came all the way out.  Don't think it's supposed to do that but I tried a few times and each time I can pull out all the way and put back in and it still works.

Contact with any questions.   Will ship once payment is confirmed by Ebay.   Sales tax is collected as legally required.  Thank you for looking!

Thanks for your advice!

[itsjustasprain · Accepted solution]

I would take it back for a refund. The side knob is not supposed to pull all the way out. Also it acts as an electrical switch for the watch and turns it off when you pull the knob out to adjust the time - so by accidentally pulling the stem completely out of the watch you may have damaged the switch contacts. 

Dont announce all over the place that you know nothing about watches because that will not help your case. Just say that youre sorry that he is not happy with the watch and he can return it for a full refund. Dont get caught up in bargaining a partial refund because that might just be what the buyer is fishing for. Keep things short polite and businesslike.

[corvettestainless]

I would ignore until they state or open a 'return'. You could be really busy and just not have seen their message. A watch can stop working because the side dial to set the watch is not fully pushed in (click) so the watch stops. It can also stop because the wearer was very rough on it, what did they do with it on etc.? Sounds like it was not a very expense, and therefore, super well made watch so maybe it can't take someone hammering or playing racketball with it on? 

[ed8108]

Is it safe to assume your buyer expects you to reply & propose a solution?

Is it dicoureatous not to reply & ignore ?

I would not reply with a thank you for letting me know

[fashunu4eeuh]

Hi. You are right, the pin is not supposed to come off. Essentially you sold a broken watch, which is sometimes ok if that is clearly stated in the listing. 

While your listing has a No Return term, i would still respond with

”Dear Buyer, i regret the item is not working, please return for a full refund. Sincerely, Your Seller.”

Your buyer could be on a fishing expedition, possibly hoping for a partial refund, but in this kind of circumstance, return for refund is the sensible move to forestall the buyer invoking the eBay Money Back Guarantee.