What would you do?

[icollected]

Customer bought a laptop case 2 weeks ago.

She said it broke when she "took it off to get the laptop's serial number. Not happy with how long it last".

I'll be sending her a new case.

What would you do?

[arnl7178]

I'd ask for a photograph, first and foremost. (including your original packaging)

[foxette-in-sox]

You're being very kind & trusting the buyer so nothing else to suggest.

Just re that coarse language in the neg left for you last month,JMO but I'd call ebay & ask for it to be removed.

JMO but after reading some of your feedback,you seem to attract some rather strange buyers lol

[icollected]

I'd ask for a photograph, first and foremost. (including your original packaging)

Just to clarify.

She received it fine and has been using it for 2 weeks.

It only broke when she took the case off to check the serial on her laptop.

[kopenhagen5]

I think you are giving more than good service as some don't use the correct tools for these types of scenarios, they break the item and blame it on the item.

I would probably also ask them to message a photo showing where it broke before replacing it.

[wishuponastarcelebrationsandgifts]

I have just received delivery (about 15 minutes ago) of the first item I have ever purchased from you today. I am very happy thank you 🙂

The item was in excellent condition, it was packaged very well with a note on the shipping label to handle with care, and delivered to me personally I received an email response to my enquiry about this item immediately and the item was shipped very quickly.

The overall picture I am presented with is that you take pride in the quality of your products and service and wouldn't sell items that are of sub standard quality.

The fact that an item breaks within a relatively short time frame is irrelvant if the damage has been caused by mishandling the item. e.g.you could drop a crystal vase within a minute of receiving it and it would still break....

Given you have already offered a refund then your decision has been made, but I agree that in the least I would request a photo of the damage and a more detailed explanation of how it occurred. Sadly there aresome buyers that will claim an item was received damaged or broke within an unacceptable timeframe, but when asked to produce evidence of this refuse to do so. A retail store insists a damaged item be returned before a refundor replacement is issued, so requesting a photo is reasonable.

In addition I would check the member's feedback (including that left for others) and take into account their communication. If you have sold a significant number of these with no complaints then there is a possibility that the buyer has caused the damage by not handling it correctly. As it was fine for the first two weeks it does not seem that it was faulty to begin with.

[icollected]

I have just received delivery...

 begin with.

Well isn't that nice of you 🙂

Regarding this laptop-case customer - we bend over backwards for 99.9% of these type. Too much hassles otherwise.

Most negs/neuts have been from uncommunicative customers or those that can't be reasoned with. i.e. the one where we offered a full refund for something they bought by mistake- without them having to even return it! still got a neg- and you'd think we're doing them a huge favour!

[2106greencat]

I broke one doing the same thing once. And I never even entertained the thought of going back to the shop and asking them to replace or refund. I just should have taken more care when removing it. But - here on eBay it seems any thong goes.

[2106greencat]

of course that was thing NOT thong

[icollected]

of course that was thing NOT thong

:^O

Haha! I was thinking how I've never heard that idiom before.