Computer arrived damage ?

[nw_design]

Hi

I have some problem with buyer who buy from me computer. Pc was in very good and working condition before sent. Also been  3-4 times rolling in bubblewrap & styrofoam on sides,top and bottom & double wall box. I never had a problem like that before cos all my computers arrived in good condition to buyers.

Unfortunately customer siad that the computer doesn't work when arrive. I try to help him to resolve a problem but after few emails we still doesn't fix it .

After few emails Customer  ask me : did the computer had been dent ? Of course there wasn't any dents.

PC Has big dent on top of the case. Also send me a picture with that damage. I asked him to make a picture of packaking as well and he send me a message like that : 

"I have taken all the packaging off but the packaging was like how you wrapped it I guess"

I can't believe that he received PC with dent  and in good box without any damage.
What should I do with it ? Should I accept return and send money back ? or wait till he open case and aske Ebay to step in ?

[myescape]

accept return.Forcing a case that ebay gets involved in will earn you a defect and you still will be accepting the return as they will find in buyers favor

[nw_design]

I think that he drop PC by mistake and want to get refund now. Does it make any diffrence ?

[buyselljack2016]

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🙂

[mr_lincoln]

@nw_design  It makes absolutley no difference how the dent was made ... they may have dropped somehting on it, it really does not matter ... as others have mentioned, have them process a return in the Resolution Center and get the item back and out of that Buyer's hands ... the claim will allow you to get your FVFs credited back to your account.

[nw_design]

Ok, thanks for replys. 

[buyselljack2016]

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@nw_design wrote:

I can't believe that he received PC with dent  and in good box without any damage.
What should I do with it ? Should I accept return and send money back ? or wait till he open case and aske Ebay to step in ?

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@nw_design

If a case is opened, do not ask eBay to step in.  Resolve the case with return for refund.

You can report the buyer after the case is closed if you feel they have abused the returns process

[flyerfandan999]

"Back in the day" desktop computers arriving DoA (Dead on Arrival) was not all that uncommon.  Most still had separate expansion cards for video, modem, network, sound, etc and the cards occasionally would get slightly jostled out of perfect position during a rough shipping ride.

In such case, step one would be to walk the customer thru opening the case and pressing on each card to ensure it was seated properly.

If the computer you sent out has such expansion cards, see if the Buyer is up for opening the case and checking the cards.  They may have enough tech savvy to try, but then again they might not want the hassle, you'll just have to ask and see how they react.

Today's typical consumer-level desktops generally don't have any expansion cards, all of the functions are now handled by chips integrated into the mainboard (aka motherboard).

If that's the case (no cards, or Buyer unwilling to try), then I agree with the other posters, best to just tell them to return for refund.  Unfortunately, incurring the costs of shipping a desktop computer both ways is probably going to eat most if not all of the profits! 😞

Just curious if you insured the shipment?

[thallidguy]

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@flyerfandan999 wrote:

"Back in the day" desktop computers arriving DoA (Dead on Arrival) was not all that uncommon.  Most still had separate expansion cards for video, modem, network, sound, etc and the cards occasionally would get slightly jostled out of perfect position during a rough shipping ride.

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Not to mention, jostling the hard drive might be bad for its health.

When I read the OP's description of how he packed, my first thought was, "No braces for the corners?"  Without those corner braces, all the bubble wrap in the world might not help.

[nw_design]

Hi again, 
Thanks for your help. 
I accepted return but I asked buyer for some pictures for whole computer before he send it. I received email back in which he says that PC is working again and after poking around on the inside the 24 pin connector unplugged. He just asked for refund for dent in case.

[thallidguy]

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@nw_design wrote:

Hi again, 
Thanks for your help. 
I accepted return but I asked buyer for some pictures for whole computer before he send it. I received email back in which he says that PC is working again and after poking around on the inside the 24 pin connector unplugged. He just asked for refund for dent in case.

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Well, that's a relief, all things considered. I'm sure you shipped it out in working condition, so it may well be that normal shaking in transit shook the connector loose.

[kattinsanity]

First~~NEVER EVER instruct a buyer to take the case off or to attempt to repair the item or to figure out what the problem is.  Buyers aren't aware that as soon as they take a screw out (or take the case off) it voids their ability to return it for a refund.  Many sellers may take advantage of instructing the buyer to do something that will deem it altered from it's original condition to avoid having to accept a return.

Several years ago I received a return request for a vintage accordion.  I didn't tell the buyer to do anything but he had taken it upon himself to take it apart to attempt a repair.  One call to ebay and the case was closed in my favor and the buyer owned the accordion.

[flyerfandan999]

There is a qualitative difference between what I said:

"In such case, step one would be to walk the customer thru opening the case and pressing on each card to ensure it was seated properly."

And what you said:

"I didn't tell the buyer to do anything but he had taken it upon himself to take it apart to attempt a repair."