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Selling dispute. Please comment.

I recently sold a pair of mono amps and checked the box that indicated the original manual was included. I never use the manual for something like this and just assumed the manual was in the box as there were some various papers from the manufacturer in the boxes.

The buyer got the amps safely and they are in perfect condition as described. I shipped the same day the item sold. Unfortunately the manuals were not in the boxes the amps came in. These were the original boxes, but the manuals are not there according to the buyer.

I sent him the link to download the pdf of the manual. He is not happy with that. I offered to print a color double sided copy (on good stock) at Kinkos for $20 (at my expense) and ship that to him. He says that the original manual was promised and that I have to deliver that to him. And that he dervers two of them since the amps came in two separate boxes. He is threating to kill the deal and dispute with audiogon and paypal.

I admit that I'm in the wrong for mis-stating that the manuals were included. I will attempt to order the manuals from the manufacturer on Monday, but I don't know that the manufacturer will provide them even if I pay for them.

I'd appreciate comments regarding this problem. Thank you.
jaxwired
timrhu
2,779 posts
 
If I put myself in the buyer's shoes I'd feel a bit cheated. Strong word I know but the ad was misleading. Like you though Jax, I wouldn't have any need for the paper manual and your apology would be sufficient.
If this buyer is insistent on the original manual I would cancel the sale and have the amps returned. Move on to the next buyer.
polk432
1,142 posts
 
You didn't know that the manuals were missing? How do you know that they weren't in the box? Maybe they were. Keep us posted if you get the original manuals, and if the buyer still wants to back out. Good luck.
theo's avatar
theo
2,664 posts
 
Unfortuneatly some get somehing stuck in their craw and can't let go. I think we all possess a little of this trait. Sad to say the ad read "manual included" and therfor if the manual in not there, the sale is not complete. But if you do obtain a manual from the manufacture, don't open the envelope leave it sealed so that he will know it as a factory original, or better yet have it sent directly to him. If it is not available then I would suggest offering him a partial refund for the cost of printing a PDF manual and a little something to compensate him for the trauma he seems to be going thru. But let him have it printed at Kinkos or you may be chasing your tail again with a "I wanted 20# paper and you used 18# copier stock" complaints. Now, personnaly I like to have the original, call it a quirk, but I feel I would be much more upset if it had a knob missing or a dent. After all it is an amp, most are capable of connecting an amp without the instructional DVD. Yes he is being a "pain" but he had expectations based upon the advertisment. Tough call for both sides, good luck, some times a buyer can be a challenge. But after more than 30 years in sales , most situations can be resolved with reasoning and appeal to sensible logic.
jaxwired OP
232 posts
 
Thank you to everyone that has commented. I appreciate all the different viewpoints.
almarg's avatar
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almarg
9,670 posts
 
I once purchased a component from an A'gon seller who by all accounts is conscientious and meticulous in his many transactions, and the descriptions he provides, to a degree that is absolutely extraordinary. In this case his description of the item was precise down to the level of a small smudge near the rear of the component that was invisible unless illuminated and viewed at precisely the right angle. His packing job, on an easy to pack relatively small rectangular electronic component, was so exceptional that it probably took him most of a day to do. Nevertheless, the ad indicated that the manual was included, and it was not. I politely asked about this, and he was unable to find it. So I downloaded the pdf and that was that.

Given that the amps are not vintage collectables, I agree with the comments by Bryon and others that the person is being completely unreasonable, whatever his motivations may be. Unfortunately, though, if you cannot obtain two original manuals ("original" per whatever definition he insists on), you are stuck with having to negotiate some resolution with him. Various approaches to doing that have already been suggested.

Regards and good luck,
-- Al
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