Partially broken item

[coreyd97]

Hey all,

I don't like selling on eBay for the exact reason that I am posting here today. I've only had to sell a few things in the past and this isn't my first issue.

I sold a house alarm system, brand new in box recently and shortly after it being delivered received a refund request from the buyer saying that there was an issue with one of the PIR modules.

I tried offering troubleshooting help but the buyer just replied with short messages with no indication he tried them and just said the PIR didn't even make a sound when testing it.

I offered to partially refund the item with enough money to buy a new sensor however the buyer simply denied this. To me it seems like he bought it without actually fully researching the system and just wants an easy return.

Since the item was new in box and cannot be sold as such in future, what options do I have?

What if he's already installed the rest of the system without testing the components first? I won't even get a fraction of the value back in this case.

[tunicaslot]

Have you ever thought that just maybe the item was broken and he's telling the truth. Morse than once I've had to return a new in box item back to a store because it was either missing parts or not working. It does happen. Right now - all I can see you doing is accepting the request. If the item is indeed broken - take it back to the store where you purchased it - contact the manufacturer or give it back to your supplier. If it is working properly - thqan report the buyer for abuse of returns and make sure you block him.

[coreyd97]

I have thought of this yes, and I have been in his situation before but it is his lack of even attempting to work with me that worries me.

The location I purchased the system does not accept broken items if it has been installed and at most would simply replace the PIR sensor. I could contact the manufacturer but again expect that only the broken part would be replaced. I'm already down almost £100 and having to sell it used would be even worse.

[sharingtheland]

it is his lack of even attempting to work with me that worries me.

I, buyer, wouldn't attempt to "work with" a retailer; I'd just return the item and get a new one.  I'm past the point of working with ebay sellers, also.  Even though I return almost nothing, I would just file whatever appropriate return request form.  I'd put a note in the "why" part but I wouldn't take the time to talk to the seller.  I'm jaded.

(Would be a different story if it was something tech that I needed help with but I don't buy that kind of stuff here; I go to the Apple store.)

I realize we're not retail sellers here but something new in box is, well, supposed to be new and expected to work. Like tunica said, it happens.  I've returned two electric putting games to the retail store because of malfunctions and have told the kindergartentots that I won't try a third one. They said that was NOT FAIR but Grandma rules.

Never forget we, sellers, are competing with big box and places like Amazon.   I'm afraid you have no choice but to accept the return and hope everything is okay when you receive it.   Sorry this happened to you.

[coreyd97]

Thank you for your comments,
I guess I can see that most people simply expect something to work and I'm probably in the minority which share the mindset of trying their best to fix something first as not everybody is technologically inclined.

I also realise now that while we're not big retailers ourselves, when selling an item online we also inherit the same risks as big retailers though a case like this hurts us a lot more than it would a large store.

I guess like you said my only option is to accept the return. Hopefully the buyer had enough sense to test the components before installing them.

Thanks again.

[sabrinshul-1]

The fact is, that the if the buyer tries to "work with the seller" and fix the item on their own, it can void the buyers buyer protection.

[papermoneyforme]

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@coreyd97 wrote:
Thank you for your comments,
I guess I can see that most people simply expect something to work and I'm probably in the minority which share the mindset of trying their best to fix something first as not everybody is technologically inclined.

I also realise now that while we're not big retailers ourselves, when selling an item online we also inherit the same risks as big retailers though a case like this hurts us a lot more than it would a large store.

I guess like you said my only option is to accept the return. Hopefully the buyer had enough sense to test the components before installing them.

Thanks again.

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There is no such thing as a partially broken item!

It is either broken or it is not!

[tunicaslot]

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@coreyd97 wrote:
Thank you for your comments,
I guess I can see that most people simply expect something to work and I'm probably in the minority which share the mindset of trying their best to fix something first as not everybody is technologically inclined.

I also realise now that while we're not big retailers ourselves, when selling an item online we also inherit the same risks as big retailers though a case like this hurts us a lot more than it would a large store.

I guess like you said my only option is to accept the return. Hopefully the buyer had enough sense to test the components before installing them.

Thanks again.

---

Unfortunately - now that sellers are allowed to sell new in box items like the big boys - we also have to take responsibility if the item doesn't work or isn't as described. I'm not technically inclined so would have refused your offer - not that it wasn't genuine and sincere but as someone said - that would give the seller a reason to not accept the return as it wasn't in the same condition as when it was sold.

I say an extra prayer for the reps when I have to call because I've lost internet and they have to walk me through how to reset from the main box so I don't have to wait for a repair man. Whether technically inclined or not - the buyer also has to worry about losing his money if he tinkers with an item.

[johnfduda]

It's my opinion that you'll get back an item that is still new. It's now in an open box but still quite usable.

i say this because what might have happened is the buyer needed the part that's "broken". Bought your item, switched out his bad part and initiated SNAD claim. He gets his part, gets all his money back. Gets you to pay return shipping. He's a happy eBay shopper. FREEEEEEE!!!

[coreyd97]

@papermoneyforme, @sabrinshul-1:
In most cases I can see what you mean however this alarm in particular is modular and can be expanded with up to 30 sensors. The unit comes with 2 sensors and sensors can be bought to add to the system.

In this case, I offered enough money to purchase an additional sensor which would could be added to the system and the broken sensor could then be discarded or even replaced by the manufacturer for a total of 3 sensors.

These systems literally require just a button press to link and would not require the user to 'fix' the system at all.

[coreyd97]

I hope that this is the case, though I feel like if this was the case they would have just bought the sensor standalone for a much less risky price and swapped that out instead.

[coreyd97]

Also, this system is a 'Telecommunicating' system which means it plugs into a phoneline and can call your mobile when the alarm is tripped.

I've got a feeling that the buyer didn't research properly and thought this model could be connected via an app and didn't want to be denied a return because they simply didn't read the listing properly