Unhappy buyer

[pretty_prettys]

I purchased a camera from an Australian Camera Supplier in Western Australia.  I was referred to him via Whirlpool forums and he had the best price I could find.  The supplier covers the camera under their warranty for 12 months. 

I had to sell the camera and some storage disks as I had some expensive dental work to pay for unfortunately. 

I started the bid from $1 and it ended up selling for $1000. 

Now the buyer is complaining that I misled him saying that the camera I purchased was from a grey importer and not an australian supplier.   The company I purchased the camera from is a registered company in Australia.  He sells photographic equipment to professionals and on his website is very transparent about his warranties etc etc. . 

The buyer is nasty and complaining that the warranty isn't good enough.  I had in my listing that it was from an Australian Supplier and was under 12 months warranty.  Nothing I have said has been a lie or misleading.  There were lots of people bidding for the camera. 

Now he is saying he is going to lodge a complaint with paypal.  I'm very upset about this and I don't know what to do.  I've done nothing wrong and I wish I had the camera back and hadn't had to sell it becasue it was a lovely camera. .

Anyway, any feedback form anyone would be really appreciated. 

Cheers

[*crikey*mate*]

what about the "the buyer is making up stories/ clutching at straws because their assumptions did not meet their expectations and there was nothing wrong with my listing or product" mode

[thecatspjs]

Dunno bout that mode. The buyer may have other legitimate concerns or they be scamming for a partial refund and actually perfectly happy with the product. Who knows really?

Rather than speculate on buyer motivation, on the basis of the partial refund extortion attempt, I personally would just make moves to minimise any financial loss and maintain my trading reputation.

[pretty_prettys]

This is the whole story. You can see my listing and everything that's in it. . I purchased the camera from a guy in WA who has a business that sells photographic supplies to Aussies . . .I don't know where he gets his stuff. . I know that most cameras are made in china so he would of course import them. The seller never asked me particulars about where I purchased it or if it had GST on the sales receipt. I told him that it was still under warranty and that the receipt was the warranty. There is nothing on the camera suppliers website that says the warranty is not transferable. I agree that this person has made assumptions about the camera (and lets not forget I included a case and 2 storage disks) . . saying its a 'grey import' like I've done something illegal!! . . . I didn't even know what that was until now! Im a little confused now. .Ive received so much great advice from you all. . . Do I just tell him that if he isn't happy he should take it to paypal and ebay and they can decide. . But should I mention that it is against ebay policy to threaten me?

[thecatspjs]

There is a lot of advice in this thread, so maybe sleep on it, and come back to the matter tomorrow with fresh eyes.

I would add though, If the messages are reportable it is usually best to just report them to ebay. Messaging the buyer yourself and pointing out they are breaching ebay policy could make a bad situation worse.

[pretty_prettys]

I sent him the following message:

Can you explain to me how exactly is the item not as described? The only question you asked me prior to buying the camera was about the receipt and I told you that formed the warranty. There is nothing on the suppliers website that says the 12 month warranty is not transferable. You didn't ask me particulars about where I purchased it or if the receipt had GST or about it being a "grey import" and until now I didn't even know what that was! I said in my listing that it was still under warranty and it is. You never asked me about the details of the warranty. . I said that it was from an Australian supplier and it is . . If you have "assumed" that there was more to the camera than what I summarized in my listing then that is not my fault. You were free to ask me any questions you needed to know prior to bidding. Explain to me how my listing does not describe the camera you have purchased and let's not forget that you also purchased 2 storage disks which retail at $75 each and a camera bag. .

Also as far as a partial refund goes, I would prefer to go through the formal channels and have paypal or ebay look at the situation and let them say whether or not my sale to you is not as it was described on the listing.


Kind Regards

And I received his reply below:

AUSTRALIAN Camera supplier.What part of Australian camera do you not understand. This item ships from China.I know it has warranty but an Australian camera has manufacturers warranty I.e Nikon
Why did you not advertise this as a grey market import???

[pretty_prettys]

I purchased the camera from a Camera Supply company in Western Australia who supplies photographic equipment to lots of people. I didn't know how or where the owner of the business obtains his goods. He has nothing on his website about it being a grey import. So how was I to know? I ordered it from Australia!

[k1ooo-slr-sales]

Take a look at the buyers feedback left for others.  They may have a pattern of trying to obtain partial refunds (as eBay now have buyer ID's anonymous on seller feedback we will not be able to see the ID of this buyer if/when they leave feedback, so we can't look at their feedback page).

I suppose the only way any of us could do so was if you were to send us a message (not on the boards) with the buyer ID, but that might be against some board rule, so don't do that   

[thecatspjs]

Take a deep breath ... I know from experience how hard it is not to take things personally, i have had my moments over the year, and one more recently when i didn't follow my own advice and copped a neutral from a buyer that told porky pies. Sheesh some buyers test your patience...

But it really is best to try and take a step back from the situation, it is an ebay sale that has hit some trouble, and you have some choices to make that are best done by taking the most objective view of the situation as you can muster. And then, take it from there.

Easier said, than done though.

[pretty_prettys]

He has escalated it to a claim on paypal now.  I have to give an explanation to his complaint which is saying that it is a "different model" . . which it is not! 

[thecatspjs]

And you have all the documentation to prove that it is not the case. 

So you have the opportuntiy now to move on from the to and fro communication that did not appear to be getting anywhere, and carefully prepare a considered response that is clear and objective and references your supporting evidence.  Including referencing details provided in the listing description.

I suggest getting your documentation such as purchase receipt / warranty etc etc scanned and ready to upload, pdf all of the ebay messages between you and the buyer before and after sale for upload as well .... and then take it from there.