| Discussion Forum: Thread 356854 |
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| | | Author: | Gaston.La.Brick  | | Posted: | Apr 24, 2024 07:02 | | Subject: | What would you do? | | Viewed: | 184 times | | Topic: | Problem Order | |
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| I sold and shipped an old classic Space set. The set was in good condition when
shipped. The buyer reports three problems:
1. One part is bent (hinge plate).
2. One plate 4 x 6 is broken (really: in two halfs!)
3. The one minifig in the set (classic space figure) has a cracked arm.
He asks to ship it back and get his money back.
I understand his frustration: a small'ish set with three defects is not good.
But I just didn't see the problems when shipping. Still my fault obviously,
but definitely not by intent.
I would rather suggest to send replacement parts:
1. Send a replacement part
2. Send a replacement part
3. Send a replacement arm (not the whole minifig)
Would you consider this a good solution?
If the buyer would persist in sending the set back, how would you handle it?
Thank you for your feedback.
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| | | | | Author: | Gaston.La.Brick | | Posted: | Apr 24, 2024 07:05 | | Subject: | Re: What would you do? | | Viewed: | 40 times | | Topic: | Problem Order | |
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| Note: it's a set from 1982. Doesn't excuse the broken parts, but could
maybe shed some context (like on the crack in the minifig's arm).
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| | | | | Author: | peregrinator | | Posted: | Apr 24, 2024 07:21 | | Subject: | Re: What would you do? | | Viewed: | 43 times | | Topic: | Problem Order | |
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| In Problem Order, Gaston.La.Brick writes:
| | I sold and shipped an old classic Space set. The set was in good condition when
shipped. The buyer reports three problems:
1. One part is bent (hinge plate).
2. One plate 4 x 6 is broken (really: in two halfs!)
3. The one minifig in the set (classic space figure) has a cracked arm.
He asks to ship it back and get his money back.
I understand his frustration: a small'ish set with three defects is not good.
But I just didn't see the problems when shipping. Still my fault obviously,
but definitely not by intent.
I would rather suggest to send replacement parts:
1. Send a replacement part
2. Send a replacement part
3. Send a replacement arm (not the whole minifig)
Would you consider this a good solution?
If the buyer would persist in sending the set back, how would you handle it?
Thank you for your feedback.
|
For #3 I would suggest sending a replacement torso, if you have one - I don't
think the buyer should have to remove the cracked arm and put a new arm in its
place.
But as far as shipping the whole thing back for a full refund - isn't that
EU law? I don't see that you have a choice here.
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| | | | | | | Author: | Gaston.La.Brick | | Posted: | Apr 24, 2024 07:35 | | Subject: | Re: What would you do? | | Viewed: | 47 times | | Topic: | Problem Order | |
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| In Problem Order, peregrinator writes:
| | In Problem Order, Gaston.La.Brick writes:
| | I sold and shipped an old classic Space set. The set was in good condition when
shipped. The buyer reports three problems:
1. One part is bent (hinge plate).
2. One plate 4 x 6 is broken (really: in two halfs!)
3. The one minifig in the set (classic space figure) has a cracked arm.
He asks to ship it back and get his money back.
I understand his frustration: a small'ish set with three defects is not good.
But I just didn't see the problems when shipping. Still my fault obviously,
but definitely not by intent.
I would rather suggest to send replacement parts:
1. Send a replacement part
2. Send a replacement part
3. Send a replacement arm (not the whole minifig)
Would you consider this a good solution?
If the buyer would persist in sending the set back, how would you handle it?
Thank you for your feedback.
|
For #3 I would suggest sending a replacement torso, if you have one - I don't
think the buyer should have to remove the cracked arm and put a new arm in its
place.
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I understand. However, it's a classic space torso with full gold moon. So
replacements for this part are rare.
| | But as far as shipping the whole thing back for a full refund - isn't that
EU law? I don't see that you have a choice here.
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Correct, and I accept returns. But as I offer an alternative solution, return
shipping costs would be on the account of the buyer. That's at least how
I see it. Would you agree in this situation?
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| | | | | | | | | Author: | v100Bricks | | Posted: | Apr 24, 2024 08:31 | | Subject: | Re: What would you do? | | Viewed: | 43 times | | Topic: | Problem Order | |
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| | | | | But as far as shipping the whole thing back for a full refund - isn't that
EU law? I don't see that you have a choice here.
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Correct, and I accept returns. But as I offer an alternative solution, return
shipping costs would be on the account of the buyer. That's at least how
I see it. Would you agree in this situation?
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If the item is damageded or not as described (both of which appear to apply)
then it is for you to absorb the cost of return shipping. A buyer shouldnt be
out of pocket for a "faulty" item.
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| | | | | | | | | Author: | yorbrick | | Posted: | Apr 24, 2024 11:21 | | Subject: | Re: What would you do? | | Viewed: | 34 times | | Topic: | Problem Order | |
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| | | | | But as far as shipping the whole thing back for a full refund - isn't that
EU law? I don't see that you have a choice here.
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Correct, and I accept returns. But as I offer an alternative solution, return
shipping costs would be on the account of the buyer. That's at least how
I see it. Would you agree in this situation?
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If the item is damaged, the buyer should not pay for the return. Whereas if it
is change of mind, they should pay for it as long as you have made it clear in
your terms that the buyer pays for unwanted item returns.
I also wouldn't want to have to switch out arms in an old torso as a buyer
of it. If the buyer says the torso cracked when switching the arm, then you should
also then have to replace that. You could send them a replacement torso and ask
them to ship the one with the cracked arm back to you (at your expense) if you
wanted to switch the arm out yourself.
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| | | | | Author: | zorbanj | | Posted: | Apr 24, 2024 09:25 | | Subject: | Re: What would you do? | | Viewed: | 47 times | | Topic: | Problem Order | |
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| In Problem Order, Gaston.La.Brick writes:
| | I sold and shipped an old classic Space set. The set was in good condition when
shipped. The buyer reports three problems:
1. One part is bent (hinge plate).
2. One plate 4 x 6 is broken (really: in two halfs!)
3. The one minifig in the set (classic space figure) has a cracked arm.
He asks to ship it back and get his money back.
I understand his frustration: a small'ish set with three defects is not good.
But I just didn't see the problems when shipping. Still my fault obviously,
but definitely not by intent.
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Or the buyer is lying, and trying to replace broken parts with the good parts
you sent. Was the packaging damaged? The box would have to be crushed for 1 and
2 to occur. I suppose #3 is possible if you sent it without noticing the crack.
| | I would rather suggest to send replacement parts:
1. Send a replacement part
2. Send a replacement part
3. Send a replacement arm (not the whole minifig)
Would you consider this a good solution?
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Only if you ask the buyer and they agree to it. Sending the replacement arm is
risky, the buyer might crack the torso.
| | If the buyer would persist in sending the set back, how would you handle it?
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Depends on whether or not you think the buyer is being honest.
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| | | | | Author: | sasquatch_eater | | Posted: | Apr 24, 2024 10:55 | | Subject: | Re: What would you do? | | Viewed: | 30 times | | Topic: | Problem Order | |
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| In Problem Order, Gaston.La.Brick writes:
| | I sold and shipped an old classic Space set. The set was in good condition when
shipped. The buyer reports three problems:
1. One part is bent (hinge plate).
2. One plate 4 x 6 is broken (really: in two halfs!)
3. The one minifig in the set (classic space figure) has a cracked arm.
He asks to ship it back and get his money back.
I understand his frustration: a small'ish set with three defects is not good.
But I just didn't see the problems when shipping. Still my fault obviously,
but definitely not by intent.
I would rather suggest to send replacement parts:
1. Send a replacement part
2. Send a replacement part
3. Send a replacement arm (not the whole minifig)
Would you consider this a good solution?
If the buyer would persist in sending the set back, how would you handle it?
Thank you for your feedback.
|
If I was the buyer this would be enough for me but it really depends on what
they think.
--Claude
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Belgium
USA, New Jersey
United Kingdom, Scotland
United Kingdom, England
