Customer complaint about item.

[sweetzzang]

I recently sold a vintage radio online. The radio had previously been tested. The customer received it, but she has a complaint. 

I received the following message from the customer:

“Radio has arrived...it seems to work fine in SW band but in MW there is very loud static and when you tune a station it is not clear like over power reception leading to blocked up distortion ....not happy about this”

What is the best way to handle this situation? Should I give a partial refund? Or a full refund and request it sent back at my expense? 

[padi*0409]

The answer would depend on what you said in the listing. As it doesn't appear on this account, what is the item number?

[sugar249]

would you accept a partial refund for a radio that isnt working to spec.  Now having said that it may be reception in the purchaser area,  but  why would someone want a half working radio.

Not sure what the price was as its not on this account.   But full refund once the radio is returned at your expense,  as you cant prove it is a reception issue there,  

[sweetzzang]

Apologies. It was actually sold through my husband’s account. 

here is the item number:

225873596504

[gutterpunkz05]

I would try for a partial refund, otherwise postage costs are going to chew up the items value.

[padi*0409]

I agree with GP on this, try a partial refund to start with and see how you go.

[sugar249]

Bad advise above, you are guaranteeing yourself negative feedback if you offer a partial refund,  buyers thinks its bad,  and you want to buy yourself out of the situation.  Just proves you were trying to move on a dodgy radio (in a buyers mind),  and they will be stuck with it.

[springyzone]

The listing said very little about the radio, except for the sticker saying it was in 'working order'.  Was it checked for both SW and MW?

If the buyer opens an ebay claim, she would probably win.

In that situation, I'd probably firstly say I was sorry she was having trouble.

If I had genuinely checked MW before the sale, I would mention that it was working in my area and it may just be a reception problem but regardless, I was keen to make things right & I would like to offer her a full refund on return of the item (with postage label supplied to her) or would she prefer a partial refund of X amount and to keep the item?

I think that way, giving her a choice, she would feel you had done everything possible to help out.

You may still get a neg but you could reply calmly in the same vein, that a full refund had been offered.