Buyer claims laptop not as described

chompie

Hi, I recently had a death in the family and have been selling some of the relatives items for the estate (as executor)
I sold a relatively new laptop. Listed all the specs and the age and the cosmetic appearance..
One month after the sale the buyer contracts me with a refund request claiming the item is not as described. They claim it is running very slow when using browser and PowerPoint.

I agreed to a return as just before I sold the laptop I installed Windows 11 on it (as a selling point) and although it is win 11 capable I thought it may have slowed it down 
Anyway after looking into it the amount of ram on this laptop (as per the listing) it's below the recommended for the Microsoft office suite.
And when I received the laptop back I have seen that the buyer installed a new Windows 11 system 2 days before initiating the return. (Not just a system update as new programmes are bundled with it) And this system has an abnormal amount of start up items (bloatware) which would make any system slow/er.
Anyway I am going to agree to the refund as it's not worth the hassle and  the laptop went for much less than it's worth in £100 (for what  the buyer wants they would need to spend 3 times that)

But do I need to refund the postage (initial and return)

MalMonroe

Hi, I'm sorry for your loss.

I assume that you sold the laptop on eBay. 

Do you think it sounds as if the buyer isn't very IT literate? That's how it sounds to me.

But anyway, yes I would refund the postage as well as the cost of the laptop. There's been confusion and the buyer feels that the laptop is not as described. I don't think that's the case as it seems that they are not particularly savvy. But it'd be far less hassle for you to just accept the return and refund them, including postage. That's what I'd do anyway. 

Obviously just my own thoughts here. 

Spies

Confusing statement about the RAM, both Windows 11 and Office 365 have a minimum memory requirement of 4 GB, how much does the laptop have?

diystarter7

Hey OP

Sorry re your loss.
You have a lot going on and end it now by giving the buyer postage costs as well.
Re laptop, sell it to secondhand shop I'm sure you'll get 50 quid for it or poss a bit more and no comeback.

Has the buyers completely zeroed all history on it? ( A friend bought a lappy a used one a few years ago and the previous owner said he wiped everything and as my mate is an IT expert he was doing something and came oup with compromising pics of the guy that sold it and some woman - mate a decent bloke it was cleaned ASAP and sold it on)

chompie

Well my issue is that the laptop is as described.
And their only issue is that it's slow running (laptop is not described as fast running)
So I don't see why I should be down £8 for this.

Also while they may not be the most computer literate they obviously are conversant with PowerPoint.
Also the fact they used it for an entire month irks me.

My only fear is a neg just wonder if I select I have an issue with this refund being misrepresented will negative feedback still be an option for the buyer?

chompie

I might just go on chat with an eBay rep before deciding what to do.

chompie

diystarter7 said:

Hey OP

Sorry re your loss.
You have a lot going on and end it now by giving the buyer postage costs as well.
Re laptop, sell it to secondhand shop I'm sure you'll get 50 quid for it or poss a bit more and no comeback.

Has the buyers completely zeroed all history on it? ( A friend bought a lappy a used one a few years ago and the previous owner said he wiped everything and as my mate is an IT expert he was doing something and came oup with compromising pics of the guy that sold it and some woman - mate a decent bloke it was cleaned ASAP and sold it on)

Yes they did a complete system reset. I could probably restore any data from the system pre reset but I don't see any point

Might check the price on CEX as the laptop is only 18 months old and in mint condition.

chompie

Spies said:

Confusing statement about the RAM, both Windows 11 and Office 365 have a minimum memory requirement of 4 GB, how much does the laptop have?

Office minimum is 4GB recommended is 8GB. (Some even saying they wouldn't use it with less than 16GB)
Usable ram on system is 4GB
When running in tandem with all the bloatware I am sure this was causing the slowing of the system 

Spies

I must admit, we don't actually sell laptops with 4GB now, it's just not enough once you have more than a couple of things open. 

Spoonie_Turtle

Can you tell by the case what type of return they've requested?  If it's a change of mind (doubtful, but you never know) then you need to refund the initial postage but not return. 
If it's a SNAD claim (not as described) then you have to refund the return postage … but you've got it back already, how was the return postage arranged?  

chompie

Well, i can't honestly believe what just happened...

I went on Chat with an agent, and after explaining it to them they have decided...

To refund me and refund the buyer themselves 
Have to say i was stunned when the CS told me.