completely odd buyer

soolin

Oh dear,

My colleague 'A' thinks she has one of 'those' buyers at the moment and we are trying to draft a response that doesn't accuse the buyer of being really really dim.

I won't say exactly what the item is, but say something similar to a radio that is brand new and has a plastic protection sticky thing across the screen. Buyer has had this well over a week and has apparently only got round to opening it yesterday but it is now absolutely urgent that this 'terrible situation' is resolved today otherwise buyers entire life will be ruined.

The complaint is in several parts. Firstly, straight out of the box this does not turn on (this is despite the item require a full charge on arrival as stated in listing and in instructions within box). 'A' responded yesterday to say it needs a charge of x hours as per page 5 of booklet (or whatever) .

This morning (approx 4 am) buyer has responded to say that she hasn't got time now to do a full charge as if this doesn't work today then everything is going to be ruined. 'A' has suggested that it is probably best to just put it back in the box and get it sent back- and has sent full instructions including how to send through receipt for return postage so it can be refunded.

Buyer responded to say that is not good enough, there is more wrong than she first thought as the bit you need to see on the object has a nasty plasticy look and there is bits on it that looks like snow. 'A' responded to say item has a protective plastic cover that needs to be peeled off, and the snow bits is just polysterene from the packaging as she's probably laid it down on some of the packaging when she took it out of the box and this can be brushed away. However still suggesting it just be returned.

Buyer has just sent a response to say she is now frightened as seller is obviously cheating her and she thinks this white stuff is odd and isn't polysterene dangerous? and unless 'A' can drive round with a new one today she is going to the police.

I understand that 'A' is a fairly savvy business seller (I have never met her as she is the sister of a friend who got in touch once before about an ebay issue and we occasionally correspond via facebook) but is completely stumped by this one- I have suggested she just keeps insisting on the return and stop responding to other queries- does that seem the best thing to do?

'A' is going to give ebay a ring shortly as well

Barneysmom

Oh man! What a nightmare.
I'd be tempted to let her go to the police, it would give them a giggle and they'd get the nuclear radiation covered white stuff off the front for her

Dumbe

Wow I'm speechless.. I think the buyer sounds totally gaga.. No idea how she or he manages to buy anything from anywhere.

If its not too much money ( say under 20), I wouldn't wait for a return I would just refund and tell the buyer to keep it free of charge.

No way I would want someone that unhinged having my address

I know that doesn't sound money saving but the buyer sounds frankly like they are more then slightly paranoid and should perhaps see a doctor

soolin

Dumbe wrote: »

Wow I'm speechless.. I think the buyer sounds totally gaga.. No idea how she or he manages to buy anything from anywhere.

If its not too much money ( say under 20), I wouldn't wait for a return I would just refund and tell the buyer to keep it free of charge.

No way I would want someone that unhinged having my address

I know that doesn't sound money saving but the buyer sounds frankly like they are more then slightly paranoid and should perhaps see a doctor

The buyer already has 'A's address as she does of course use return address labels and has her business details displayed on the listing.

Item did go special delivery- hence knowing when it arrived, and was over £80.

Dumbe

Is her business her home address.

If so maybe be a little careful and don't answer the door unless she knows who it is until this is resolved.

Keep offering to refund, and keep a record of this buyers threats and if your friend feels threatened speak to the police..
Hope eBay can suggest something

Sambucus_Nigra

Oh lord.

I am not driving over with a new one as that will also need charging up for 5 hours, removal of plastic protection cover and swishing of white polystyrene off.
As I see it you have 2 options:
Pack it all back up and send it as per the instructions I sent earlier
Open it up, take of the packaging, charge it up and use it
Kind regards
A

Mindless_Clone

...we are trying to draft a response that doesn't accuse the buyer of being really really dim.

To be honest, I think you might strugglewith that! :rotfl:

Sambucus_Nigra wrote: »

Oh lord.

I am not driving over with a new one as that will also need charging up for 5 hours, removal of plastic protection cover and swishing of white polystyrene off.
As I see it you have 2 options:
Pack it all back up and send it as per the instructions I sent earlier
Open it up, take of the packaging, charge it up and use it
Kind regards
A

Pretty much what I would say. Maybe add a reminder that it they're not happy with the resolutions offered, buyer is free to ask ebay to mediate and decide the right course of action.
Either way, I don't think there's any point trying to explain any further what the buyer needs to do. Buyer is either being deliberatey obtuse or is three fries short of a happy meal. Either way, there's only so much you can do for folks before it's down to them.

porto_bello

By chance, and just out of interest, I don't suppose you could ask this buyer if she is married to a Premier League footballer?

soolin

porto_bello wrote: »

By chance, and just out of interest, I don't suppose you could ask this buyer if she is married to a Premier League footballer?

It has actually got complicated and I have hesitated to post more as this may seriously be a person with issues. A second person using the same email address but with a completely different language style (less educated) is now emailing saying she is an assisted care worker and that the buyer has no access to ebay or paypal and requires 'A' to stop hassling the buyer for payment as this could be seen as abuse of a vulnerable adult.

However the 'support worker' says that the goods are unsolicited and will not be paid for and refuses to accept that full payment has been made.

'A' is now busy double checking any so called friends with a warped sense of humour. Although at £80+ it would be an expensive wind up.

OneYorkshireLass

I think I'd respond by saying ebay will be sorting things out and leave it at that.

I may have gotten confused here but did she send it before getting payment? Why?

soolin

OneYorkshireLass wrote: »

I think I'd respond by saying ebay will be sorting things out and leave it at that.

I may have gotten confused here but did she send it before getting payment? Why?

No that is what is making this odd.

Full payment was received within 3 days of auction ending. Item was sent to paypal address by special delivery and arrived well over a week ago. There has been nothing odd about the payment at all

If this isn't some sort of silly wind up- and it doesn't seem likely as it is an expensive item, then A rather expects to get a 'fraudulent use of a card claim' very soon- but as she has full proof of postage she is covered against that.