posted on February 21, 2001 09:56:49 AM
I am on the fence as to what to do about this customer.
I sold him a new, factory sealed DVD, a popular title that I have sold a dozen copies of to date. It is paid for and shipped in a timely manner.
It arrives back via Registered Mail with a note stating that it is defective, that it will not play, and asking for a replacement or refund.
It plays fine (on my machine) but I am still inclined to give the customer the benefit of the doubt since his machine may differ. But the DVD has fingerprints and scratches on it and so is not resellable, except as used with full disclosure of its condition.
I do have another copy to send, but I am thinking that the customer should have handled the DVD more carefully and I should just send the original back to him since it was not returned in resaleable condition. I don't care about a possible neg if I don't replace, nor do I begrudge the customer the cost of a replacement if deserved.
posted on February 21, 2001 10:01:01 AM
What happens if he treats the second dvd like the first one and says it does not play either. Then you are out 2 dvds.
-Trey
***********************************
"If your mind can concieve it, and you believe it, then you probably can achieve it."
posted on February 21, 2001 10:11:43 AM
Maybe he was "refurbishing" his collection and wanted a "new factory" sealed one to replace his used one.
You could send him a friendly email apologizing for any inconvenience but let him know that the DVD works on your machine and the only thing you can find wrong is that what was a factory sealed item now has scratches and finger prints making it impossible to re-sell except as "used" so what does he think would be a fair settlement?
The only reason I would give him any say is to try and keep it professional and avoid a FB bomb! If he did switch the item, or is aware he damaged the item, he could perhaps have a guilt attack and accept a refund less shipping!
posted on February 21, 2001 10:19:04 AM
It would be, and is pretty sad that some people will do this, although I can't see doing this for a DVD. When it comes to items that are rare and valuable in mint condition (a Wayne GarageKey rookie card, for example), then it might be worth it for some slime to try a switcherooo ..
posted on February 21, 2001 10:45:17 AMRB-I really don't know much about DVD's, but after 25 years in retail business, I learned quite a bit about human nature.
There are people who do some pretty amazing things.
I had a small grocery and I also had a sporting goods store which sold clothing, as well as sporting equipment.
I had one lady who would buy things, and eat almost the entire contents of the package and then bring it back because there was something wrong with it. She often sent her children in with it so she wouldn't have to face me. What was I going to say to a 5 year old?????
I also had clothing items that had been obviously worn brought back dirty and told "they didn't fit".
I had a guy in town for just a few days buy an expensive pair of fishing waders. Put them on and walk across the road to the bay and go fishing. I watched him fish for about an hour. I had a full view of the bay from my storefront. After an hour, he climbed out of the water. Pulled off the waders, loaded his truck and left. The next day he brought the waders back because they leaked. An examination found a razor slice.
I could go on for pages. I have discovered there are a certain number of people who feel you should never have to buy anything but once, then just keep trading it in!!!
posted on February 21, 2001 10:57:00 AM
Its also known as a "30-day borrow", very popular with speed detectors for those occassional long road trips.
If buyer returned DVD in that condition, I would look up the similarly described item on eBay and refund that amount plus shipping. Hopefully it was not bid higher than your new one.
posted on February 21, 2001 11:12:56 AM
sulyn ... takes all kinds, doesn't it!
I have heard of people who go to the local electronics store a couple of days before The Big Game, "buy" a large screen tv, then bring it back a couple of days after the game. It must be tough for the store owners - on the one hand, you want to please your customer, on the other hand you don't want to get ripped off, and on the third hand (!) you want your customer to know that you are on to him without being a meanie.
posted on February 21, 2001 11:24:42 AM
That is one of the main reasons that stores now have re-stocking fees on some items such as portable computers, dvd players, and the like. Wearing prom dresses and returning them after is also a scam. Most stores require that tags are still on the item to return it. I'm sure that doesn't stop the "renting".
posted on February 21, 2001 11:29:35 AM
there does not seem to be a way to determine if your customer is a scamming slime that switched the dvd or if his player messed it up. it may be best to refund and move on.
on the other hand, I had a blow out the other day and took the tire back to Goodyear wanting my free replacement. Goodyear told me that my front end was out-of-line and they refused to give me a free replacement. I guess I could have caused a scene or chosen to never do business with them again, but I just bought another tire from them and moved on. In fact I later had them do an alignment for me. who knows, they may have scammed me - maybe I did deserve a replacement.
I guess my point is that it probably doesn't make much difference in the big picture. so, do what works best for you or do what you would like done unto you.
my tos states that I will refund for any reason if the item is returned to me, but I will not refund shipping cost.
does you tos state in return policy? if not, develope a tos that covers such matters as best as possible then you at least have a starting point.
I do sometimes refund shipping cost if I am the one who goofed.
pcalton
Perry Calton [email protected]
http://www.pcalton.com
posted on February 22, 2001 09:59:28 AM
Thanks to all of the thoughtful comments, they really helped me make up my mind.
Just before I posted my question I had emailed him, informing him of my concerns about the damage to the disc and asked him to allow me a couple of days to think it over.
So I have decided to do a simple refund of the amount paid for the DVD, but not the shipping.
posted on February 22, 2001 10:10:50 AM
I would not send him another DVD. If the first one did not play, 99% chance the second one will not either. Our DVD player is very particular about which DVDs it will or will not play. I would add to my auctione that refunds will only be made if items are returned in same condition they were received. I keep photos on the condition of outgoing items. Some people destroy items on purpose, don't ask me why, I have no clue!! Good luck, Meredith
posted on February 22, 2001 10:23:22 AM
pcalton...
With the tire, you were scammed. Any alignment problem bad enough to blow a tire is not unnoticeable, unless of course, you normally drive drive straight with your steering wheel half turned oneway or another. You should have taken your vehicle to another mechanic and have him check the alignment. Not only did Goodyear sell you tires, but they sold you an alignment service.
posted on February 22, 2001 10:26:29 AM
merrie ... that would be pretty hard for a sealed DVD ... without breaking the seal, how can the buyer determine if it is OK? S/he needs to try it! If the seal is broken, the seller cannot resell it as "new" even if there were no fingerprints or scratches on the disk. This is one of the reasons why a descriptor like "Factory Sealed" is so important to many collectors and/or resellers, and why it brings a better price for the product.
posted on February 22, 2001 10:57:34 AM
It's a good idea to put an invisible mark on the items you sell. You can positively idendtify your items. I bought a really nice set, both pen & black light for
11.20 on the internet & that price includes postage. Saw the exact same set in a catalog for 25.00
I will send you the address if you would like. email me. [email protected]
[ edited by mcjane on Feb 22, 2001 12:20 PM ]
posted on February 22, 2001 12:51:20 PM
mcjane-Marking things sounds like a really good idea. I should start doing that. Although I'm mostly a buyer I do sell something once in awhile. Does this work with everything or can it be rubbed off?
posted on February 22, 2001 01:11:41 PM
I bought Good Year tires recently, only because my car happened to breakdown with flat right down from them. If I had a choice, I'd go with Michelins. I've never had problems with them.
As far as the DVD, he damaged the DVD so I wouldn't give a refund. You'll prob. get a negative anyway.
posted on February 22, 2001 01:36:12 PMdecember3 Thats a good question, never thought of that so I tried it on several things. No it doesn't rub off. I really rubbed hard & also tried to scratch it off with my fingernail & the mark is still there. You can't see the mark either unless you have the black light.
posted on February 22, 2001 06:38:00 PM
I also sell many DVDs on eBay, and have had similar experiences.
It's very possible that in shipping just one of the little prongs that hold the DVD came off. The disc itself can scoot around all throughout the case, scratching itself crazy! I've had several arrive from my distributor this way. This can cause certain players to not play the title. Also, there are several titles, Disney's Dinosaur CE Edition being the most recent, that won't play in certain players (in this case about 4 Pioneer DVD players), so he may have been quite honest with you.
More importantly, I do not know of a single distributor or wholesaler of DVDs that would not do an even exchange based on the facts. Simply ask them to swap out the DVD with a new one as this one would not play in the player, and possibly was scratched in shipment. Even companies like Columbia House DVD Club, Wal-Mart, etc, allow these types of exchanges.
posted on February 22, 2001 07:17:04 PM
Due to the obvious scratching, I'd offer a refund equalling 2/3 to 3/4 of the selling price, minus shipping. I wouldn't send him/her another because as others have stated, this particular dvd may not play on their dvd player, then you'd be faced with the whole mess all over again.
By the way, what dvd was it?
Edited to add...deuce - that dvd doesn't work on my Zenith either, but it does play on my Toshiba.
"Who's tending the bar? Sniping works up a thirst"
[ edited by koto1 on Feb 22, 2001 07:20 PM ]
