Claims speakers broken

[garys6738]

Hi just had a message from a customer who bought a pair of 2nd hand speakers 2 weeks ago , he left glowing praise for them in his feedback saying quality of sound and depth of sound is exceptional and packing was the same, he was over the moon with them , he is obviously a music fanatic,,, now 2 weeks later he messages and says one speaker is blown and he wants to send them back, my point is if this is true ? (and hes not just after partial refund)   has he over powered them, sold them on and had them returned to him , or dropped them , he hasnt opened a case yet and i haven't replied to him as its only a couple of hours ,, where do i stand as it will be £100 return plus postage .

thank you for any advice you can offer item no 277125231809 

[therenewalworkshopltd]

You really don't have much choice here.

If the customer wants to return them, then you have to accept that.

If once you receive the item and it has been damaged by the customer, then you will have the option to make a deduction from the refund.

Whilst customers do the things that you have mentioned, in my experience, the majority of them are actually honest.

Or to put it into another perspective.  You buy a pair of speakers from Curry's, they break in a couple of weeks.  Then what do you do?  Leave it, or take them back?

[garys6738]

Hi , i appreciate what you're saying but these are 2nd owner speakers and dont come with manafacturers guarantee , 

[therenewalworkshopltd]

They may not, but you have a duty of care to your customers to provide items fit for purpose.
It's not an unreasonable expectation for something to work for more than two weeks!
So if they have broken within a couple of weeks, then they are not fit for purpose.

I am not saying that they actually aren't, just that this is they way it works.
You must accept the return of the item.
If you don't do this, then the customer will simply escalate it to support and will end up with a refund and no return.  They obviously need to open a return request.  But even if they don't, they have already told you that he wants to return them.  So even if he doesn't open one and he then goes to support, they will come down on his side.

You need to go lookup consumer law about this.

The customer has a right of return.  It's not optional.

[4_bathrooms]

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@garys6738 wrote:

Hi , i appreciate what you're saying but these are 2nd owner speakers and dont come with manafacturers guarantee , 

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It doesn't matter; you are a business. eBay effectively forces you to offer a 30 day guarantee; the law forces you to offer a 6 month guarantee.

The feedback your buyer has left does not look like the sort of feedback a dishonest buyer would leave. In your shoes I would first try to diagnose the problem with the buyer then instruct them to open a return if there seemed to be a genuine problem.