Sold iPhone Buyer wants Refund saying its faulty - Advice Please.

Millionaire

Well I knew this was going to be trouble, sixth sense or something:rolleyes:

I recently sold a 6 month old iPhone 3GS with some extras on ebay on the 24th Nov. Firstly when the Buyer tried to pay they put his payment "under review" and told me not to post the item until PayPal cleared it.

Anyway a day or so later they cleared it and said that it was OK to post. So I posted it out and buyer received it on the 26-27th Nov. Thought all was fine as never heard from the buyer again..until last night, 8th Dec, when they emailed me for the first time saying the following:

"sorry to say but i m having problem with my network its suddenly going down and i have compared the phone with my friend's iphone 3GS its working faster than mine so can you tell me what to do?"

Now I have never had any issues with the iPhone running slow or the Network getting dropped completely.

The only thing I can think of is that when 3G coverage is low it switches to the EDGE or GPRS network which I read is normal, and that might be when the internet might not load as fast as it would under 3G.

Anyway advised the buyer that I haven't had any problems with it when I used it and that maybe try checking he has the correct network settings.

Anyway he's replied the following;

"i spoken with o2 custemor service but they said the settings are fine but its have problem with phone i lso went to o2 shop and they said the same thing they also said that iphon internet is too slow as wel they said there is a problem with the phone so can you please refund and i will send you the iphone with all the accecories"

Any advise on what I should do please?

I have a 100% feedback and have sold a numerous electronic items over the years and never had any problems ever, with a buyer complaining or wanting a refund as I always describe items exactly as they are. Also its still under warranty anyway so if he took it to O2, could he not get it replaced if he is claiming they are saying it's faulty?

Thanks

peter_the_piper

1st don't refund until you get it back under any circumstances. If he asks paypal for a refund he will have to send it back by a trackable method, tell him you will inspect it and check the security markings, serial numbers and imie number and then you'll refund him. He may be a conman or he may be telling the truth and it may be a problem fixable under warranty.

Alias_Omega

How much did you sell it for, and what network is he trying to use it on.

Has he modified the software on the phone.?

Millionaire

peter_the_piper wrote: »

1st don't refund until you get it back under any circumstances. If he asks paypal for a refund he will have to send it back by a trackable method, tell him you will inspect it and check the security markings, serial numbers and imie number and then you'll refund him. He may be a conman or he may be telling the truth and it may be a problem fixable under warranty.

So you reckon I should refund him once phone is returned? (it doesn't help that I have taken the money out the account and spent it,:o oh well, might have to scrape some funds together)

I think I might ring O2 up regarding how its covered under warranty and going about getting a replacement.

cyberbob

Millionaire wrote: »

So you reckon I should refund him once phone is returned? (it doesn't help that I have taken the money out the account and spent it,:o oh well, might have to scrape some funds together)

If he wins a Paypal dispute you will have to do this anyway. Maybe ask him for a copy of O2s report when he returns it. If he is trying it on that may call his bluff

When you sold it had it been upgraded to the new software? I know a lot of people have had problems with this. If he installed that it could be causing problem

Millionaire

Alias_Omega wrote: »

How much did you sell it for, and what network is he trying to use it on.

Has he modified the software on the phone.?

The Phone sold for £351 + £7 Postage. It had some additional accessories like a Genuine Apple Dock and some Screen Protectors. Sold in Immaculate condition it was 'like new' as I kept it in a case from the off.

Only info he's given is what I've posted in italics in original Post, which is, in that it's slow(assuming the internet), and O2 customer service and O2 shop are saying it's faulty. So I'm assuming it's on O2, as iPhone was locked to that network (unless he's decided to jailbreak it, would that void the warranty?)

Millionaire

cyberbob wrote: »

If he wins a Paypal dispute you will have to do this anyway. Maybe ask him for a copy of O2s report when he returns it. If he is trying it on that may call his bluff

When you sold it had it been upgraded to the new software? I know a lot of people have had problems with this. If he installed that it could be causing problem

I doubt if he got a report, could ask him and see what he says.

I did reset the phone to factory settings before sending it to him so it would not have been updated to the latest firmware, maybe that could be the issue also But he has been very vague as he's gone straight to wanting a refund.

Had a look at his feedback and he's got 17 in total, all for brought items and he's left 1 Neg for being in a bad condition.

If I do refund him, how quickly do I have to get the money back to him once received item back?

peter_the_piper

Don't forget, unless you're a business seller, you don't have to refund his return carriage Don't forget to mention the details above to try to call his bluff before you do have to accept refund.

SarahMoon

If he doesn't have iPhone provisioning it won't necessarily work will it? My sim/account had to be provisioned and switched to an iPhone plan. If he is using another network that doesnt support the iphone or a network that does without an iPhone plan surely it wont work.

masterbrown

If he does return it tracked, make sure you open it in front of the postman, preferably before even signing for it in case he sends you a bag of rice or something.

Millionaire

peter_the_piper wrote: »

Don't forget, unless you're a business seller, you don't have to refund his return carriage Don't forget to mention the details above to try to call his bluff before you do have to accept refund.

Thanks, What about original Postage, Does that have to be refunded?

SarahMoon wrote: »

If he doesn't have iPhone provisioning it won't necessarily work will it? My sim/account had to be provisioned and switched to an iPhone plan. If he is using another network that doesnt support the iphone or a network that does without an iPhone plan surely it wont work.

Interesting, I think I'll give O2 a ring first thing in the morning and do some enquires and see what they say.

masterbrown wrote: »

If he does return it tracked, make sure you open it in front of the postman, preferably before even signing for it in case he sends you a bag of rice or something.

That's a good idea, going to def do this if I have to issue a refund, Going to be standing at the door with a knife for when the Postie arrives:D