Help with Buyer

[kassitac0]

So over a month ago, Dec. 8th, I sold my laptop for $500.  Now following my friends advice, I shipped it without a hard drive as there was a security risk with it. It took the buyer 2 weeks to finally check the laptop and find the issue. I apologized several times, I knew I messed up but wanted to fix it so out of my own money, I sent him a new hard drive as well as a flash drive that had windows 10 on it for him to install. Problem was, he couldn’t figure out how to do it, regardless of the instructions I gave him as well as plenty of online resources to find. This was last week and he then opened a return case under the basis of missing components but said he’d keep it if he got it to work which is why I tried to help him with the installation. He ended up taking it to a tech shop and claimed he got it working. The next day he says it’s not working anymore and wants to continue with the refund. Over 36 days after buying it. The laptop was in perfect working condition when I sold it and I tried to fix my mistake but that apparently doesn’t help as the advice a customer service person said was to talk to the buyer and if he doesn’t change his mind accept the refund and appeal the case to get him to pay for the shipping. Problem is, I don’t have the money anymore especially not after eBay took $70 for the fees. I waited almost a whole month before spending it as I’m trying to build my own pc here. So even though he broke the laptop and the basis that he’s trying to return it should be invalid, the seller still gets the short end of the stick? Should I try to contact him and talk it over? I don’t think I can get him to change his mind. I can offer the money he spent taking it to a tech shop but I’m not sure if that’d be enough for him and I don’t want to make things worse by waiting it out. Still kind of a new user her so any advice would help. Thanks.

[jennzet-0 · Accepted solution]

Do you have the email from the buyer claiming he took it to a tech store.

I believe he voided his buyer protection by altering the product.

If it were me I would upload the email to ebay (hopefully a US CS) and point that out to him or her.

[coffeebean832]

Brand new seller + expensive electronic device + problem with the sale is a common story.

The item was advertised with a hard drive, why would you ship it without one? If you were worried about security you should have replaced the hard drive before listing it.

Was the return opened within 30 days of the delivery date or after 30 days?

[kassitac0]

I do. Customer support saw it and pretty much ignored it. How would I bring it up to eBay?

[kassitac0]

Within 30 days since he received it but over 30 since he bought it. 

[dhbookds]

You sold a computer that was supposed to be working and then mailed it without the hard drive????????

WHAT WERE YOU THINKING OF?????????????

What did you expect the buyer to do? 

I would take a wild guess you will lose the computer and the "new" hard drive......and the money............  If you want the computer back, you'd better find a way to refund......the buyer will probably keep the hard drive.  If you don't  refund, ebay will do it for you and charge your account......without requiring a return.......and send your account to collection if you don't pay it........  Do NOT do any side deals with the buyer.........go thru the case for everything.....

[coffeebean832]

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@kassitac0 wrote:

Within 30 days since he received it but over 30 since he bought it. 

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What's the deadline for you to respond? You need to accept the return before the buyer escalates it.

Your friend who told you to ship without a hard drive and wait until the buyer notices gave you really bad advice. Next time ask here if you have questions.

[jennzet-0]

Item(s) must be in the exact condition they were received:

• Unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received
• All parts must be intact
• Must be returned with original product packaging: boxes, UPCs, bags or any items used to wrap and protect the item
• Must include all items that were included in the original package, such as cords, cables, remote controls, manuals, warranty and rebate cards, free gifts or bonus items
• Items must have original tags, labels, and/or any accompanying materials that were originally included

If it were me I would show ebay's guidelines that items cannot be altered and since he brought it to a tech store it is not in the same condition you sent it in.

https://www.ebay.com/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763

[myescape]

Case was opened in time and Cs may see that the return request was opened before the trip to the repair shop and seller admitting he shipped only after removing hard drive out weigh the trip to the repair shop.I mean seller was basically  repairing it remotely         

Seller if you do not approve the return and provide return shipping ebay will likely do it for you(and give you a defect).

your paypal account will go negative until you pay them back if that is the source you set up in ebay to refund from     

[jennzet-0]

If one opens up a return why not package it up and send it back?  It does not make sense to bring it to a repair shop.

[snowic_49]

If you shipped it without a hard drive it was not in perfect working order

[snowic_49]

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@jennzet-0 wrote:

Item(s) must be in the exact condition they were received:

• Unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received
• All parts must be intact
• Must be returned with original product packaging: boxes, UPCs, bags or any items used to wrap and protect the item
• Must include all items that were included in the original package, such as cords, cables, remote controls, manuals, warranty and rebate cards, free gifts or bonus items
• Items must have original tags, labels, and/or any accompanying materials that were originally included

If it were me I would show ebay's guidelines that items cannot be altered and since he brought it to a tech store it is not in the same condition you sent it in.

https://www.ebay.com/help/policies/member-behavior-policies/condition-returned-items-policy?id=4763

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if it were me I would man up and accept the laptop return. because I'm the one that messed up and shipped without the hard drive to begin with, so the buyer having to go to a tech store was probably my fault as well.

Personal responsibility and accountably are dying at an alarming rate

[jennzet-0]

All I can say is that the OP sent a new hard drive and the buyer accepted it.

Buyer should have returned everything for a refund.

Buyer should not have brought it to a repair shop.

I am only citing ebay rules for return and this negates buyer protection based on it.

[ohnojoey]

"...I shipped it without a hard drive as there was a security risk with it..."

"The laptop was in perfect working condition when I sold it."
Except that it wasn't. You advertise a working computer for sale, then removed the hard drive before you sent it.

Then you say

"It took the buyer 2 weeks to finally check the laptop and find the issue."

You didn't even tell them you removed the hard drive! 

Did you think they wouldn't notice?

"The laptop was in perfect working condition when I sold it and I tried to fix my mistake but that apparently doesn’t help..."

Removing the hard drive is a mistake?

This is a gag, right?  Good one.

[southern*sweet*tea]

"Has gaming bar that allows for streaming and recording videos. Dual fans to help with cooling and easy access to inside. Used but in good shape, only a year old. Selling to get money for desktop."

No mention of a missing hard drive.  Why on earth did you send a new hard drive?  Not everyone is tech savvy. You should have sent the laptop complete. I'd also be finding a new friend (or at least ignoring any advice they give from now on).

And you're claiming HE broke it? Ummm, no. You send a broken laptop with a main component missing. It wasn't in perfect working condition - it couldn't be, because it had no hard drive!

Refund the buyer and learn from your expensive lesson.