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What to do when buyer claims sellers item broken?

I recently sold a Bottlehead Paraglows amp with AVVT 2A3 meshplates on Audiogon. The tubes were triple boxed and shipped separately via USPS Priority insured. The amps bases were shipped separately via Fedex Ground insured. I was very careful with all my packaging. I know these amps work perfectly before I shipped them out. Now the buyer received the amp and the tubes, and claims the tubes glow up then died. This is the first time I have had problem with selling my equipment, and I am not sure what to do here. If the amps and tubes arrived without any visible box damage, how can they be broken? There are minimal circuits in the amps to be broken, especially inside a wood box covered by thick foams and double thickness box. Please understand that I am not saying my buyer is doing anything to it, I just need advice on what to do next to rectify the situation. I don't sell a lemon, and I don't want a negative feedback from any buyer, ever.
PT
pt999
bishopwill
369 posts
 
Weiserb makes some good points but I stand by my guns. The responsibility of the seller is limited to communicating accurately and honestly to the buyer the condition and the performance of the equipment. No one can predict when a fault will occur--oh, that we only could!--so the notion that the buyer is entitled to make his own assessment and decide that the equipment is or isn't "good enough." is pretty fallacious.

As my friend Moe, the pawnshop owner, says, "You buy it, you bought it, baby." So long as the seller is ethical and honest, there is absolutely nothing inappropriate about that way of doing business.

I readily admit that I would LOVE to have the privilege to evaluate equipment and shove it back to the buyer if I didn't like it or it didn't perform the way I think it should. But to get that option, I go to a dealer and pay retail.

I fear that if Weiserb can't live with "as is, where is" we just will have to agree to be friends but not do business with each other. On the other hand, should I ever buy from him, I won't hold him responsible for anything other than honesty and accuracy.

I agree with one point, for sure: It's all about the music.

will
p_mmk
70 posts
 
Will,

I just agreed with you on another post and now I have to disagree somewhat. First you are absolutely right in used gear from private owners there is no try before you buy. If you want that, pay retail. Assuming the buyer is truthful in the product description.

Now heres's my problem. If seller is ethical, great. What if the buyer is also ethical? Who is to determine who is ethical and not. It becomes one persons word against another.

"...if the equipment is damaged in shipping that is entirely a matter between the buyer and the carrier." In my situation, I bought a pair of B&W Nautilus 803's. Both speakers arrived damage. In one case the entire Nautilus tweeter was ripped off. Carrier dropped the boxes broke 3 inches of styrofoam and even the inspector said he could how the damage could occur. Results? Carrier denies claim for inadequate packaging. Apparently the original boxes weren't good enough. After writing them and also telling them I would file a claim in small claims court. They send me a form letter. It basically says their policy is to deal only with the shipper. ONLY the shipper can appeal the claim, ONLY the shipper gets paid, Only shipper can take us to small claims court etc. So for me I can't even deal with the carrier

What can I do? The shipper deposited my money 3 months ago. I'm sure if he helps me I can get them to pay the claim. As far as I know he is doing something. I am basically in the hands of the seller. Neither one of us are doing anything wrong. As far as I can tell we are both ethical. It is the shipping company that is not. Shouldn't the seller have some responsibility in cases like this? At least to deal with the carrier. Frankly I would prefer to deal with the carrier if they let me, I have more at stake.

Fortunately the repair is only $213. Could have been much worse.
bishopwill
369 posts
 
I've always assisted buyers in cases of carrier damage and I'm happy to report that sellers have always helped me. Seems to me that is all part of being ethical.

Before I ship something, I always send the buyer an email or talk by phone. For example: "OK, these will be shipped in the original cartons which will then be placed inside a larger box with at least 4" of bubble wrap on all sides. DO YOU FIND THIS SATISFACTORY? If not, you may specify the manner in which you want it packed and shipped and I will do so at actual cost."

How could I possibly be fairer than that?

Actually, in only one instance have I ever had a buyer contact me to complain and he reported that an LD player was DOA. I had tested it half an hour before packing and it worked fine then, but I told him to go ahead and ship it back to me. When I got it back, it ran fine. I figured he just wanted out of the deal but I called him and he said, "Ship it back to me." I replied, "OK, but this time it's yours, no matter what." And he agreed.

Three days later he called to report that it was AOK. In my heart of hearts, I'm still convinced that he changed his mind twice but what the heck, we're both happy.

A good heart makes the whole process work better, as I know you agree.

will

will
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