The Wholesale Forums

[Popcorn]

Great honesty, Hardwareheros but my views on this now are...

1) Send item to HwH for the inspection

2) Issue a refund then see what u can do

[Beneddie1112]

What?

If he has refunded them, there is nothing else for him to do.

[hardwareheroes]

Originally Posted by Popcorn

Great honesty, Hardwareheros but my views on this now are...

1) Send item to HwH for the inspection

2) Issue a refund then see what u can do

Thanks - but why should he refund the buyer if, for example, the buyer sat on the phone by mistake?

That is what home insurance is for ?

[dirtyrider]

Originally Posted by Beneddie1112

What?

If he has refunded them, there is nothing else for him to do.

Not yet i havnt, waiting for response from buyer, and will get the phone inspected.

[woodleyB]

I dont think that she deserves a refund.
People are saying its down to the poor quality of the product.
Yet, what if this woman was wearing tightish jeans, phone in pocket along with a stylus or pen which was loose, sits down, squishes screen and it cracks.

Its not poor quality.
You could have a £300 mirror, yet a stilleto heel could still shatter it in seconds - its down to the error of the consumer here.
Warranty wouldnt cover mistakes made by the consumer - otherwise I'd be dropping my phone in the toilet, or launching it against a wall each time it got a little grubby, or dust built up around the buttons or something.

Ask her to send some photos of the damage using a decent camera, so you can inspect it, if you then feel its a manufacturing error, ask for it to be returned.

Keep all records of emails - her first one pretty much proves it was her fault - no high street retailer would accept that back under warranty, so why should you have to?
Just keep being polite, and try to work with her.

[Tracy]

Sounds like she sat on it and perhaps had a pen in her pocket too that forced the crack. Either way its not a warranty issue.

[Discount Etail]

I would get it back and inspected.

Tell her if it is found to be a warranty issue it will be repaired and sent back with no cost but if it is found to be damaged by misuse you will let her know the repair cost and include the return postage cost in this.

She has obviously damaged this and is now trying to scare you in to repairing/replacing it at your cost.

[gtspeed]

Hi

I have read this one with intrerest and some comments are fair others are not. The options ahead are simple and all relate to sales act 74 which defend both retailer and customer, so you can

1 Bite the bullet and refund

2 Tell her to prove the goods are faulty by sending the phone to be checked and claim a refund or take a hike


From what is said the easiest solution is to just let her return the goods on the condition they will be checked and if they are faulty you will refund the money or repair ,but if the phone was dropped or misused then the phone will be returned with a bill for carriage sort of thing as a warrenty is against faults not accidental damage. Personly if the item was under £50 I would just refund and see if I could reclaim from the supplier some way and avoid a customer bad comments as that could cost you far more than what you are fighting for. Hope you can resolve this as they are always a sticky situation but if she goes down the route of small claims she will have to pay £70 court cost and cannot claim any more than the phone is worth as no monies are owed so is it worth it for her prob not