My buyer purchased an IBM laptop with me with insurance and DC. I shipped the laptop in original box, put inside another box with peanut.
He writes me stating he received the laptop, but did not get a chance to check the laptop. He was travelling on on business for the last month. He tells me the screen is cracked and wants a replacement, refund, or insurance claim made.
I called tech support and they said although the laptop is under warranty, they do not cover "cracked screen". He said the original box is designed to withstand impact during delivery and that "screens don't crack by themselves".
I am not sure who to believe.
What are my options? Any suggestions on how I should proceed?
posted on October 11, 2000 10:36:06 PM new
That's entirely up to you. I could see a good case made for either way. What you need to do is weigh the monetary loss against the customer good will a refund would engender (and if this person broke it themselves then there would be no good will to speak of, just you being taken advantage of -- another factor to throw into the equation). Sorry I can't be more helpful.
edited: to remove a stray "t"
[ edited by jamesoblivion on Oct 11, 2000 10:36 PM ]
posted on October 11, 2000 11:43:03 PM new
I believe that the insurance for USPS has to be turned in to the post office with the merchandise and must include the box that the item was shipped in.
Some sellers require a picture of the damaged goods before they will send the insurance claim ticket. Even then, I would make a photo copy and mail the ticket and require a signature. Otherwise the bidder may say they never received the ticket.
If the bidder is being honest, I would think that they kept the box it was shipped in. Or both boxes for that matter. If they don't have the box, I would be suspicious.
The company that made the computer would only be responsible for replacing the screen the first time they shipped the computer.
Warranties generally do not cover broken parts that are the result of "user error." They cover manufacturer's defects.
If the post office feels that the item was well packaged they may not pay the claim.
I wouldn't recommend the customer shipping the item back. Then you have to prove it was cracked the first time it was shipped out.
A real nightmare.
posted on October 12, 2000 06:05:10 AM new
First, what do they mean by "cracked screen"? Something broken about the LCD itself? The black plastic top? Is this something that can be fixed with some glue? Because generally companies will replace the entire top part, including LCD screen, and that costs a small fortune (repair costs may be nearly as much as the original purchase price, due to labor costs and markup of replacement parts).
Assuming this isn't something that a little glue can fix, make them go to the PO and file an insurance claim. You won't get anything from the computer company's warranty, and I doubt you want to pay this amount out of pocket, and you don't want the unit back, since resale value will be nil, so insurance is the only hope here. Assuming he's legitimate, he should have kept the shipping boxes, because 99.9% of people will open up a new toy and check it out, and if this truly was a significant defect, he should have noticed it right away.
If he didn't notice the defect right away, and threw out the shipping boxes, then he's probably out of luck, insurance-wise, and you'll just have to decide if you want to stand firm on the issue and let him suffer the loss. Personally, I would - you did everything right, if a buyer gets an expensive item and then doesn't exercise common sense in inspecting the item, etc., then that is their problem, not yours.
posted on October 12, 2000 06:14:36 AM new
So he had it for a month & he just found out about the crack screen. That's total BS. If you are running a mum & pop shindig selling 2 items a month, yeah go for customer good will but if I were you I'd tell the customer to quit taking advantage of people.
You know what he is doing right, he just wants a free PC & he tinks that claiming it from the Post Office will not hurt anyone but the establishment. Hey anything for a buck. Like 1 negative feedback is going to kill ya. Quit letting these scammers take advantage of you.
posted on October 12, 2000 06:14:52 AM new
Yes mail the insurance ticket to him registered with delivery comformation.
It is up to him to have the sense to keep the box - but I would e-mail him and say the ticket is on the way and he will need to present it with the box and packing to the Post Office.
posted on October 12, 2000 06:22:17 AM new
Oh yeah right as if the PO is going to initiate a refund on an item that was shipped a month ago.What do you think they are stupid.
comic123 is correct on this matter,how can anyone buy an item,have it with them and being on business believe me he uses it every day.Just notice it has a cracked screen.
People think they can take advantage of ebaY sellers.Time too put the foot down and tell
them what the manufacture told you.Plus if they had let you know within 7 days of getting it different story but 30 days come on.
How many bidders do you get who bid on items from their lap top while away.I get lots of bids that way judging by the emails I get.
posted on October 12, 2000 06:29:47 AM new
The LCD screen CAN crack, but if shipped inside the original box it would have to have been run over by a forklift. There has to be VISIBLE damage to packing.
Other things that can crack an LCD screen are temperature extremes (unlikely, as these get shipped all over without problems) and sudden exposure to pressure extremes (also unlikely, unless you shipped via outer space and there was a loss of pressure down to total vacuum.)
Most likely cause ... customer DROPPED it during unpacking, or dropped something onto the laptop case after unpacking.
Send the Insurance receipt and let them hassle with the USPS.
posted on October 13, 2000 12:42:04 AM new
Thanks everyone for replying. Buyer said he will fax me travel itinerary and take pictures of the cracked screen.
But I think it is the buyer's responsibility to examine delivered goods, not 30 days later. I talked to other buyers that I sold to and none have had any issues.
Although I can not be certain, my instinct (and from what I could gather) tells me it was not damanged during delivery. I will leave it up to the buyer if he wishes to pursue a claim through USPS.
