Sold new phone buyer says it is faulty

geminilady

I sold a brand new Nokia phone I won in a competition,buy it now,the buyer just emailed me a week later to say it is faulty ,don't see how it can be and been made redundant hence the sale will paypal take my money? what to do?

geminilady

any advice?

Okydoky25

You will need to offer a refund on return yes. Did you are a note of all the IMEI numbers on the phone & box so you can check you are actually getting your phone back?

scrumpyjim

Has the buyer said what is wrong with the phone? I get a lot of messages from buyers saying that something doesn't work and often it just a case of talking them through how to use the item correctly. Even then you can get an item returned that works perfectly.

Crowqueen

You need to ask for them to return it and refund it. Electronic items can be funny straight out of the box, it does happen.

Unfortunately, much as you need the money, if something doesn't work, then the buyer has a right to it back.

Try what Scrumpy says, but you are legally obliged, as well as obliged under eBay systems, to make sure the buyer has a working item. If you describe it as working (or sell it assuming that is working, as a new phone) in the listing, then it needs to be working on arrival.

If it is returned and it works, then you can resell it. Unfortunately, on eBay, you can't just take the money and run - buyer satisfaction is also important.

geminilady

scrumpyjim wrote: »

Has the buyer said what is wrong with the phone? I get a lot of messages from buyers saying that something doesn't work and often it just a case of talking them through how to use the item correctly. Even then you can get an item returned that works perfectly.

He says it keeps turning off after he makes a call,it is a windows phone would it not have come with a guarantee?I just sent the box as it was.How would I know he had not just swapped it with a faulty phone and as he has been using it i could not resell it as new.

RainbowDrops

geminilady wrote: »

How would I know he had not just swapped it with a faulty phone and as he has been using it i could not resell it as new.

Okydoky25 wrote: »

Did you are a note of all the IMEI numbers on the phone & box so you can check you are actually getting your phone back?

If not, it might be difficult to be sure they're sending the right phone back.
I guess you could chance it by saying that you have the IME details & guarantee, so you'll check that the phone is working on return.
Phone's seem to be a high risk thing to sell though.

angel00079

It probably a long shot but could the turning off be a setting. What do they mean by 'just after'.

It makes no difference to the buyers rights but what kind of feedback do they have?

If you suspect they are dodgy I would try the IMEI blag. They are not to know you don't have it, unless they read this post. Did you take any photos which might show the IMEI?

scrumpyjim

geminilady wrote: »

He says it keeps turning off after he makes a call,it is a windows phone would it not have come with a guarantee?I just sent the box as it was.How would I know he had not just swapped it with a faulty phone and as he has been using it i could not resell it as new.

Find out if the phone is turning off completely and needs to be restarted each time or if the screen is just turning off to save battery power during a call. Also confirm with the buyer that the phone is fully charged.

preable

I hope you took the imei number down otherwise to put it bluntley your screwed. I could be the case that its just a setting on the phone as it is a bit werid that its just after the call. Ask them to check the settings on the phone.

ali-t

Why can't you refund the buyer, get the phone back and complain to the competition organiser. If it is genuinely faulty they may provide you with another brand new one (via Nokia) that you can go on to sell.

Also check online whether this is a known fault with the model.