posted on September 8, 2000 04:37:19 PM new
I have a buyer who bought two small vises from me. Sent a mail complaining they were not hard enough and the steel was not good quality. (I assume he had an analysis ran by a lab.) First complain I have ever had in selling several hundred of this particular tool. I apologized said send them back and I will refund you and shipping both ways. Now he mails me that if I gave decent customer support I would send 2 more of proper quality at no cost and not require the return of the others. I replied I wanted the old ones to see if they were a bad batch compared to the ones I have in stock and to get a credit from my supplier. I would not send more not knowing if they are any better. After replying I see the next 5 e-mails are repeats of the same message like he is trying to flood me with mail - hey I have not been ignoring him no need to do that. He is an anonymous hot mail address with 1 feedback no negs. I see a nasty neg coming and he will just drop the account.
posted on September 8, 2000 05:43:37 PM new
What will he say--seller offered bid & shipping refund both ways? Refused to let me keep it? Maybe not, if I had only 1 fb rating, I wouldn't be in a hurry to neg someone who offered a full refund, maybe he's just hoping to get two more for free if possible. If he does, you can just respond with a factual, anyone looking up your fb, could see what transpired.
posted on September 8, 2000 06:26:52 PM new
I would just calmly reply in kind for each email to return the two units for replacement. Site for each email every time and date that you offered this. CC an alternative personal email account for each one that you mail out--he'll see you are keeping tabs. You might even add a CC to safeharbor(a useless intermediary but it might cause the guy to put up or shut up as eBay can now see what he's trying to do).
Remind him that he needs to take advantage of your offer within x days if he wants a refund.
posted on September 8, 2000 07:27:41 PM new
I don't know how long you have been selling, but we all realize we can't please everyone, and a neg isn't the end of the world. I just had a family emergency....father in critical condition at a hospital and I had to leave suddenly to help....just got 2 negs from 2 customers after I had put a notice in auctions for 2 weeks, had emailed all customers before I left, and then had my daughter email customers of a further delay. Most of my customers replied that they could wait forever, no problem, but these 2 bad apples..one a newbie...just couldn't believe it. In the end, with over 800 positives, I figure my reputation is there....and you should too!
posted on September 8, 2000 07:30:46 PM new
If you can truthfully say "offered quick refund including shipping both ways", no buyer in the world is going to be too bothered.
