First ever return/refund Keyboard damaged in transit - Please help!

[britannicauctions]

I bought a $3000 Korg Keyboard off a seller on ebay. It was shipped by UPS, it arrived damaged. I informed the seller and they have said that they are getting in contact with UPS to file a claim against them. I wanted to return the keyboard and get my money back but he is not allowing me to till UPS have worked through the claim first. I am now out of $3000 and no keyboard either. I was under the understanding that it was not my job to work with UPS but his and i should be able to send back the keyboard and get a refund?

The keyboard was poorly packed but he will not except it and just keeps saying "please bear with me till i get this matter sorted with UPS"

I have never returned anything and i am an experienced seller on ebay.

What would you do?

Many thanks for your help guys! 

[missjen831]

@britannicauctions Just file a return request for a not as described item. You don’t have to wait for the insurance claim to be processed. If the seller doesn’t accept the return or refund you, ask eBay to step in.

[dadsfloridatreasure]

It seems to me you're being very understanding towards the seller, but I would want the process to start moving ASAP.  Since you're a seller, too, what would you do if a buyer claimed damage on a 4 figure rare book you sold?  It's not the buyer's responsibility to wait on starting an insurance claim.  You paid for an item you did not receive as stated.  You have every right to return the item and let the buyer deal with the claim, especially if they did not take enough care in packaging it properly.

[hafoster]

Start a return today: Cluck on More action > Return this action

Then go silent, and don't respond even if your seller says to close the case.

If you don't get a prepaid return label --

come back on Saturday morning clucking Ask eBay to step in it.

@britannicauctions

Today is the last day this week to start a return and escalate the same week --

if you start later, you can't escalate until next week, wasting 2  days to wait.

[britannicauctions]

Hi Dadsfloridatreasure, you are totally right and i thank you for your imput. I have indeed been in that situation as a seller and i have always issued a refund or part refund. UPS has contacted me but i missed the call. The trouble is that UPS is ringing to ask about the damaged keyboard so he can claim but i feel that is dishonest as i know the damage is a result of his poor packing. I dont know if i should speak to UPS or wait till the 23rd so EBAY can step in?

Many thanks

[britannicauctions]

Thank you so much for you help i really appreciate it

[dadsfloridatreasure]

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@britannicauctions wrote:

Hi Dadsfloridatreasure, you are totally right and i thank you for your imput. I have indeed been in that situation as a seller and i have always issued a refund or part refund. UPS has contacted me but i missed the call. The trouble is that UPS is ringing to ask about the damaged keyboard so he can claim but i feel that is dishonest as i know the damage is a result of his poor packing. I dont know if i should speak to UPS or wait till the 23rd so EBAY can step in?

Many thanks

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Same here, as a seller I have made mistakes in packaging, as I do that all myself, but I learn from my mistakes, adjust, pay the price and move on hoping never to repeat.  Does the package look like the seller did it themselves just putting it in an empty box with no padding, or possibly a UPS Store did the work?  That way you can tell who here is at fault.  At least UPS calling you does give you a little assurance that the seller is getting the process moving.  You do what you feel necessary, and moral, to tell UPS.

[britannicauctions]

The Box was packed by the seller. This is a large full length 88 key keyboard held with nothing more than two polystyrene end pieces. I told the seller this but he was having none of it and basically telling me i need to wait till he works this out with UPS. I find this strange as even if he does work it out i still want a refund and i still want to send it back to him. I am going to do what was said above and not answer him and just step up the case with eBay which i can do on the 23rd. Thank you kindly for you help!

[dadsfloridatreasure]

Yeah, it sounds like you're getting resistance from the seller, so I'd do the same thing.  I have a friend with an older full size Korg Triton and those things are big, heavy, and fragile, so I know what you're going through.  Before you ship it back, be sure to take photos of the exterior of the box and the keyboard inside with the same packing materials, all to CYA, in case it gets damaged a second time returning.  All the best!

[britannicauctions]

Very grateful! many thanks for your help!

[plantaddict]

Did the seller post photographs of the actual keyboard? Hard to believe a seller wouldn't properly package such an expensive item? Wondering if he knew it was broken and is just pulling an insurance scam against UPS? I know I sure can't afford to throw away $3k.

[britannicauctions]

Thanks for your reply... I never thought of that!. The damage on the boxes matches up with the damage on the keyboard so i doubt it but anything is possible.

[lja440]

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@britannicauctions wrote:
The Box was packed by the seller. This is a large full length 88 key keyboard held with nothing more than two polystyrene end pieces. I told the seller this but he was having none of it and basically telling me i need to wait till he works this out with UPS. I find this strange as even if he does work it out i still want a refund and i still want to send it back to him. I am going to do what was said above and not answer him and just step up the case with eBay which i can do on the 23rd. Thank you kindly for you help!

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Just reply back that do to the extremely POOR PACKING you feel the claim will be denied so you are going ahead with with the SNAD CLAIM. 

[johnrj1226]

1.  Protect your self first and do as others have  said open an "item Not As Described" case through the eBay Resolution Centre - a link can be found on the bottom of this page and most other eBay pages.  eBay will see that your  payment is  fully refunded.

2.  I would send pictures of the  packaging,  damaged product and shipping label to the seller via eBay messages - you can send up to  4 pics/ message - if you have more than 4 pics send a second message.  This will help your case should the  seller try to escalate your case - eBay can view the pics sent on eBay messages.   Plus, may help the seller with their insurance claim.  Secondly do not send the item back to the seller until instructed to do so by the seller.  As UPS will most likely want to inspect  the packaging & packing and damaged item  as received by you before they pay a claim to the seller - hang on to all the packing/packaging.

[britannicauctions]

I have done so, thank you!