Buyer complaining about computer

Car1980

Sold a 2019 iMac on ebay for £399 (cost me £1200 new). Was absolutely honest about the condition - perfect screen and front and a very small scuff on the back.

The buyer received today and simply says "Hi, I got the iMac. I noticed some dents and what seems to be a scratch on the front of the panel which is quite noticeable for me looking at it daily"

Sure there's a tiny chip on the side which you'll never notice. The line on the front is news to me - can you see it in my photo? Looks like it'll wipe off to me.

The iMac I bought to replace it has a couple of similar wear and tear blemishes but I expect that from a second hand machine.

Sounds like he wants a perfect 5 year old computer and they don't exist.

What are my options? Don't mind telling him it's tough sht and to go through ebay, but they'll give people refunds for anything nowadays.

Before buying it he tried to negotiate a discount and I wouldn't budge, so presumably he's angling for some money back...

soolin

Call his bluff, do not negotiate for a part refund. Tell him to pack it safely and send it back for a full refund. If he opens a SNAD case then you will need to pay for the return but you can also try to phone eBay once a case is opened and argue your case.

it might also be worth somehow getting into the conversation that your item is security marked,in case he tries to switch items. 

prowla

If there were marks and chips not described, then the buyer has a point; these are supposed to be stylish rather than junkers.

But yes, do take precautionary steps for the return.

Car1980

Thanks everyone. Told him he could return it (nicely) and he's come back with this...

" I do feel bad about it as it’s more me wanting something is near excellent condition. Happy to go with a partial refund instead"

If he has problem with something he "has to look at every day" how will some money solve his apparent problem? I'm not here to improve his feelings.

And it is not in near-excellent condition - it IS in excellent condition. 

The guy only has 90% feedback anyway (I have 100%). Not that it means much but I don't think its the first time he's done this.

Any thoughts?

MattMattMattUK

Very obvious from that he is just an ******** trying it on. Go back and reiterate, he can return for full refund, or he can keep it and go away, he will choose the latter. 

soolin

MattMattMattUK said:

Very obvious from that he is just an ******** trying it on. Go back and reiterate, he can return for full refund, or he can keep it and go away, he will choose the latter. 

I agree. Send back an extremely apologetic email, come over as so reasonable that it is almost saccharine - just say that you would prefer a return for a full refund (mention that he needs to open an ebay case)  so that he isn't disappointed- if he still insists on a partial refund- send the same message. 

That also protects you if he tries anything funny later with feedback- as if you have asked a buyer to open a case and they don't- it is really easy to get any poor feedback removed.

Also- 90% on feedback as a seller is terrible- unless it is a seller with just a few sales and a single neg.The fact that he is also a seller might even mean he is looking to sell it on anywhere at a profit. 

Car1980

Cheers everyone. He's backed down and says he can't see the microscopic blemish if he tilts the machine slightly.

Car1980

So he's suddenly come back this morning with "I've tried to live with it but it's bugging the living daylights out of me. I'm going to return it."

So he's just a bell end.

It's been 34 days so he can't return now.

soolin

Car1980 said:

So he's suddenly come back this morning with "I've tried to live with it but it's bugging the living daylights out of me. I'm going to return it."

So he's just a bell end.

It's been 34 days so he can't return now.

If you are beyond 30 days from the last estimated delivery date then any claim opened should be able to be closed by you without penalty. Come back and update the thread if buyer tries anything.

I would reply, but I'm horrible with wording so someone else might need to help. However keep it short and sweet and very 'nice' apologise again that he has an issue but state firmly that you considered the Mac accepted back in April and you are not now able to accept a return. If buyer is daft enough to just send it back then either refuse it, or if that isn't possible email to say that you have the mac and he needs to collect it himself or arrange his own courier.

GadgetGuru

lol - buyer purchased a 4/5 year old machine and expects it to be brand new without a single mark on it?
For a 4 or 5 year old system that tiny mark is nothing!

I know the polite, and 'right' thing to do would be to respond, but the OP could, on the other hand, just not respond at this point and let the buyer open a returns claim, then simply close the claim denying the return considering its over 30 days?

This could result in the buyer trying a possible chargeback from his bank though?

DullGreyGuy

Car1980 said:

Was absolutely honest about the condition - perfect screen and front and a very small scuff on the back.

Punctuation would really help!

As it reads to me you have stated it has a perfect screen and front. The photo shows that it doesn't have a perfect front but has the minor knocks and dents that you expect of a machine with daily use etc. 

Personally, I think you have created a big rod for your own back by describing it as perfect, I dont think the buyers expectations were unreasonable based on your claim of perfection. 

Seems that they buyer is out of time so will just be something they have to learn to live with but in future would only call something perfect if it is perfect... if its good for its age then call it that; the caveat is "for its age" which acknowledges its imperfect because its not brand new.