Advise with problem buyer? - Page 2

Popcorn · 03-07-2009, 07:43 PM

You've got 2 options in my eyes,

1) Tell the buyer to F&%K off that its her fault

or
2) offer a full refund arfter talking it over, with the seller who supplied it to you

I prefer number 2) but If you want to try your luck 1) (Not recomended could get you banned)

Ultravox · 03-07-2009, 07:44 PM

Quote:

Originally Posted by Popcorn

You've got 2 options in my eyes,

1) Tell the buyer to F&%K off that its her fault

or
2) offer a full refund arfter talking it over, with the seller who supplied it to you

I prefer number 2) but If you want to try your luck 1) (Not recomended could get you banned)

Ignore the first suggestion. That would be completely stupid and would ruin any reputation you have created for yourself.
Customer service is key to online sales.

Popcorn · 03-07-2009, 07:46 PM

Yea, Ultravox i was not recomending it but if it came down to it its really them two, that might get you off light.

Ultravox · 03-07-2009, 07:50 PM

Quote:

Originally Posted by Popcorn

Yea, Ultravox i was not recomending it but if it came down to it its really them two, that might get you off light.

If you treated customers like that, you deserve to be chased through the courts.
If anyone who I had purchased goods from said that to me, that'd be it for them.

**Saajan** · 03-07-2009, 08:11 PM

Ask the buyer to return the phone, in which you'll inspect to see if there are any cracks etc, and then offer a full refund.

Tunes · 03-07-2009, 08:17 PM

After reading their first message it sounds like they might have been trying it on. I'd understand they way you thought, since the way I read it, sounded like, "I've broken it, where's my refund".

However saying that PC Dropship got it spot on. If I were you I'd do as he suggests.

Quote:

Originally Posted by PCDropship

I would get it returned but offer a disclaimer basically saying that they can return it where it will be inspected. Also state that if it is found not to be a warranty repair you will charge them postage for the return of the phone.

If it simply cracked it will be a nice straight crack.

If it was due to pressure it will be multipul cracks

It is then done to you to refund or return as then you would have done what is legally obliged.

Also take pictures of the phone if you do not replace under warranty.

100% agree.

**mrbritish** · 03-07-2009, 08:35 PM

£50 she dropped it for the screen to crack, would that be covered under the warranty?
get her to send it back and have a look at the damage

dirtyrider · 03-07-2009, 10:27 PM

oK guys thanks for your honest comments.I have asked her to send it back to me and i will get it looked at.Tunes had it spot on, it did sound like ive cracked the screen you replace it.
I only want to treat people how i would expect to be treated and reputation is very important to me.
Cheers.

MickUK · 03-07-2009, 10:53 PM

Get it inspected as mentioned but imo phone screens crack all the time and unless you are insured you are buggered. It would have to be very poor quality to crack with such ease (im not sure about the phone mentioned as ive never heard of it). Get the manufacturer to check it out as they should be able to tell how it has been done.

**hardwareheroes** · 04-07-2009, 12:00 AM

Hi Mick - I don't mind admitting it's one of my phones to be honest but I appreciate you not naming your supllier in the first case until I had a chance to answer.

The screens on phones are either plastic or glass. I see a lot of people putting them in their back pocket and sitting or even bending down with them inside. Glass is hard and brittle and even with modern laminating processes, cannot take that sort of punishment.

There is no way that a phone screen will crack unless it is dropped or pressure is applied that will force it to bend against its will.

More than happy to take it back and look at it but I am almost certain that the engineers report will say damage caused by stress therefore a non-warranty repair.

So many people want to ignore their own carelessness and try and get things for nothing that it is hard not to remain cynical in situations like this. Whilst I am all for customer service, it sticks in my throat when someone puts it over like this. If I had a customer and they had emailed me to say "I have been really stupid, I have sat down forgetting that their was a phone in my pocket and cracked the screen", I would be more than happy to help out due to their honesty. Those are the kind of people I like to deal with and they are few and far between in life.

I have sold hundreds, yes HUNDREDS of these mini iphones and only ever had two cracked screens. The failure rate is tremendously low given the volumes I am selling. One of the phones was exactly this same problem and the customer admitted straight away that they had sat down forgetting that it was in their pocket. I managed to get their phone repaired for next to nothing and sent it back out to them, even covering the return postage myself. They bought two more phones for members of their family the following week!

In this case, Mick. I would suggest to your client that the phone is sent back for inspection and the pattern of the cracks will tell us where and how the pressure was applied. Once we get the phone in our hands, we will see what we can do but don't promise the client anything until we get a look at it.