Buyer manipulating a photo to invent a "fault".

[tazzieterror]

Anyone ever had to handle a buyer who's manipulated a photo to invent a "fault"?  I sold a frontlit e-reader a couple of weeks back to a buyer who is now claiming the display is faulty, and has supplied what looks like a manipulated photo as evidence.

Frontlit e-readers use a row of LEDs along one edge of the display as a light source.  On most models at some light settings these can show uneven lighting close to that particular, due to the gaps that exist between each LED.  The buyer seems to have set the frontlight to a level that shows this unevenness, then played with the exposure and cranked to contrast to grossly exaggerate how the display appears, and is claiming there are "burn" marks in the screen.

I've tried to explain that the shadowing between the LEDs is normal, and sent some example photos (though they look nothing like what they've sent me), but no, they're insisting it's a faulty display.  I've asked for more photos of the problem at different light levels and with the frontlight off, but again they don't want to send anything further.

eBay CS are useless as when I explained the sitatuation to them they seem to assume that anything the buyer claims is true and I should have disclosed any faults in the listing.

I posted the photo on the forum at mobileread.com to get oponions from people who use have used the same model, and pretty much everyone who's commended thinks it's been manipulated.

I've reluctantly offered to allow the buyer a change-of-mind return, and the following are the two replies I've received since making that offer:

Yesterday

"That’s better, could you please leave me feedback please as I have fulfilled my end of sale as per eBay policy. Thanks"

And now this morning

"Hello? I haven’t gotten any reply? Are you ok? I need to know how to turn on Bluetooth."

The e-reader they purchased doesn't even have bluetooth, so more fun and games!

To be clear, they haven't raised a dispute or requested a return in eBay yet - it's all just regular messages so far.  But it seems like they're continuing to use the reader despite signalling an intention to return it.  At what point do I retract the offer of a return, as despite their compaints they seem in no hurry to return it and seem to be using it?  I've been polite so far, but am nearly out of patience with all their BS.

[digital*ghost]

At this stage, since they have not opened a request, I would (try to) remove all emotion from my replies and stick to facts, so I'd simply reply now with explaining as per the item specifications (assuming they listed all features) the unit doesn't have bluetooth capabilities, that the return option is open as long as they don't continue to use it, as otherwise it can't be returned in the same condition, and that there are eBay policies and requirements for the condition of the return, so they are yet to fulfil those, and that as such, feedback is not yet appropriate.

Did you have returns accepted in the listing? If so, I would use that as the return window for when the offer is withdrawn, if not I would stick to 7 days after receipt, or no more than 7 days after they first contacted. 

[kopenhagen5]

Sounds like they still think negs can be left for a buyer and will go hammer n tongs once you have left feedback.

[tazzieterror]

Good points, d*g. No, I don't accept returns, so I guess I can suggest to the buyer an appropriate time prime for them to make a return request. Thank you for your suggestions.

[tazzieterror]

Yes that possibility did cross my mind. But then they've got a bit of a selling history visible in their feedback (all older than one year though) so I would have thought they'd know how it works.

They're currently selling a $2000 box set of Tolkien LOTR books, so maybe they're just trying to keep a squeaky clean feedback sheet and are worried I'll leave a negative comment against the positive score, despite it being against policy.

EDIT:  Correction, they've sold a couple of things in the past 12 months and left feedback for their buyers, so they most definitely would have used the new system that only allows positives.

[brerrabbit585]

Could they be wanting to keep yours and return a faulty one they already have, and that the photos are of their faulty one and not yours? That would explain them still using and asking how to use bluetooth (even though it hasn't got it).

[lupercal]

I too am suspicious they may be trying to swap your good unit for their faulty one. I was trying to figure what their angle was on wanting to return a perfectly good unit, and could only come up with them not understanding how the unit should work. The motive is a lot clearer if they're trying to do a swap. I'm not saying that's what's happening, but I'd be doing as the guy on the other forum said, and ask for evidence that this is the same unit.

His(?) response to your offering the refund was bizarre as well. Why ask how to use it, immediately after indicating he is returning it?

I wish you hadn't told him you'd do a change of mind return. It might be very difficult to backpeddle out of that. As far as I understand it, you're not obliged to return an item for that reason unless you've got  'returns' checked. Having it unchecked merely means you'll return for usual 'not as described' reasons.

If I weren't concerned about getting a different device back, my advice would have been just to refund, get it back and sell it again, but that's just me.

[tazzieterror]

They couldn't get away with it - I've clearly shown the serial number in two of my listing photos, so I'd know straight away.

The model that superseded the one they've purchase *does* have bluetooth (but is also a larger size in its display) - I wonder if they thought they were buying the newer model and all of this is a ruse to cover up their mistake and force a return they wouldn't otherwise be entitled to?

[tazzieterror]

Yes as I mentioned in my previous reply I can prove the serial number of the unit I sent so I'm not too worried about them trying to switch the unit.

I replied yesterday to simply state that bluetooth isn't a feature on that model, and I am yet to receive a response.

[tazzieterror]

An interesting development!

Using my buyer's feedback page I found another seller they'd recently purchased from, and messaged them to check if perhaps my buyer is a habitual trouble maker.  Here's their reply:

"...Not a weird question at all. I auto gave them feedback for the prompt payment but then regretted the decision. They asked a million and one questions about the item after buying it and wanted me to send it via express even though i had stated it would be sent normal postage.
They also made some wild demands about the item and gave me a very uneasy feeling. Thankfully I did not receive any messages after delivery asking for anything further.
Dodged a bullet I think. I hope all goes well. If you need to contact ebay and need some further info to back you up just give them my username."

I forgot to mention it in my initial post,  but after purchasing my e-reader  (just after midnight on a Wed night/Thurs morning), the buyer  messaged me wanting it sent express the same day.  This is despite my handling time being set to three days and no express option given (I live in an area outside the guaranteed express post zone).

So it might just be a difficult person without any malicious intent.

Incidentially, I'm yet to hear from them today - fingers crossed this post doesn't jinx that!