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Buyer is claiming damage that was done by him!

Hi group,
I sold a pair of mint Harbeths. I shipped them in original double boxed carton with original bonnets covering them. I just received this EMAIL from the buyer. I know that many ruin these speakers trying to pry  the magnetic grills off incorrectly. What is my recourse with this issue?
Thanks  much for your input!

This is the EMAIL I received from the buyer!

Hi. I picked up the speakers from FedEx yesterday. They arrived with some minor dents around the front top corners near the grille on both speakers. When I opened the outer box, I've noticed that one side of the inner box wasn't sealed on top and as a result the speakers came out of the top foam speaker holder. I guess the damage occurred from speakers bumping against each other. The grill cloth is also ripped near the dents. I've sent an email to Harbeth asking how much replacement grills are going to cost. I could probably live with those dents but grills might be replaced at some point. I'm still waiting on my amp to come back from service, so I have not even plugged the speakers in yet. Hopefully the drivers are ok.    
128x128yogiboy
cal91
233 posts
 
From what you describe it doesn't seem possible that the damage described was done in transit.  It sounds like someone tried to pry the grills off as you said.  It really comes down to whether you want to take an unjustified hit to your rating or pay for something that appears to have not been your fault.  I would contact Harbeth and hope they show some sympathy and help you out.  They might, especially if your replacement speakers were another pair of Harbeths.  
mesch
3,427 posts
 
Yogi, Sorry to hear of your problem. I truly hope that should you refund the buyer for cost of the grills, he provides you with positive feedback. 
austinbob
235 posts
 
I’ve owned Harbeths and removed the grills once gingerly prying them loose. Harbeth wants you to use the grills judging by the difficulty of removal. The inner and outer boxes provided by Harberh for shipping are very good. The outer box might sustain damage, doubtful the inner one would. How the inner boxes would suddenly “open” and cause damage is inexplicable. I call BS on the buyer, so I would ask him to return the speakers to you with him paying freight and insurance or have him deal with FedEx. The standard damage with FedEx is $100 so alternatively you could reimburse him the difference for the grill prices. My bet is that the grills are expensive. 
soundermn's avatar
soundermn
344 posts
 
Was this one box or two?  If one box, and the inner box was not sealed, then is there foam between the speakers?  If yes, then how could they have "bumped" into each other, unless the foam is damaged?  In this case, I'd want to see pics of the foam showing the damage.  Just because the inner box was not sealed does not mean the inner packaging could have shifted.  Both boxes have to be opened to move the inner packaging.

It two boxes, then I'd still like to see the packaging.  I don't see how it's possible that both speakers are damaged on the corners, unless the packaging is damaged.

In either case, the packaging had to be damaged as well, making it an insurance claim.
soundermn's avatar
soundermn
344 posts
 
+1 on Yogiboy being a stand-up seller.  You are definitely going the extra mile... much further than should be expected.  I'd buy from you, for sure!  

Thanks for being a good seller.
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