Poll

ebay item arrives broken. which would you do?

Only registered users are allowed to vote for this poll.
6 votes were received.

ship back to seller on my dime?	2		33%
ship to manufacturer on my dime for (free) repair?	4		67%

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bought a used item X from seller on ebay. Received said item, item does not work as advertised (likely damaged during shipment). Contact manufacturer, who indicates a full repair/replacement is likely covered at no cost (other than shipping) under warranty. Seller of item indicates that they will take item back ( with refund, but likely less shipping costs both ways) and try to get item repaired on their own.

Do I:

Ship item back to seller on my dime?

or

Ship item to manufacturer on my dime, get item repaired?

Item was purchased for a fair, but not bargain-basement price, would be feasible to think that another similar item could be purchased around the same price within a month or two timeframe. But, given that hassle and out of pocket cost of shipping back to seller vs. shipping to manufacturer is about the same, which would you do?

I don't mind coming out a little behind on the deal if I get the item fixed, just to avoid hassle of trying to find another working item on ebay and going through the whole process again. If I ship to the manufacturer, I may ask the seller for $X to cover my out of pocket shipping costs, if you all think that's fair.



Edited 1 time(s). Last edit at 05/07/2012 08:42PM by clay.

"Contact manufacturer, who indicates a full repair/replacement is likely covered at no cost (other than shipping) under warranty."

"likely" is the key word. Should the manufacturer decide that the item was abused (shipped without proper packaging) and deny warranty, what do you do? If I were you I would send it back to the seller.

Also, how is this the manufacturer's fault, would you feel OK with asking them to repair an item that was damaged for other reason than manufacturing defect?

Would you end up buying it at a higher price if you returned it to the seller? I think that's the big question.

If you're okay with a repair, ship it to the manufacturer and get it done the right way.

space-time,
The manufacturer offers a 10-year warranty on their products, and is very generous about repairing things under that program. I feel like I've been forthright with them about the item, and they don't seem to concerned about the "how" or "why" it became damaged. FWIW, the item was shipped to me in the manufacturer's original packaging..the same damage could have occurred if the item were being transported in a car, or even just picked up and put down around the house. There's really no way to know whether it's a manufacturing defect, or the result of handling. Either way, the manufacturer has basically said they'd repair it under warranty, since it's a current product.

Chak,
I would not want to pay more than I already paid for the item if I returned it to the seller. I got it at a fair price (and probably 25% discount to new), but watching other auctions, I'm seeing it at or below the same price point. I could afford to wait a bit to see what else comes up.

My other thought about the repair is that the item will be thoroughly checked over by the manufacturer, and if I ever decide to sell, that may be a selling point for someone.

As you believe the damage may have occurred in shipment, has the seller indicated if the shipment was insured? If he has not said either way, was it shipped via UPS/FedEx and valued at under $100? If so, it likely carries at least insurance to that limit.

Even if the seller did not insure, he is still responsible to get the item to you in as-described condition. That means accepting a return if necessary. A return to the seller should come with a full refund of your initial payment (purchase price + shipping to you). This is what you would get if you were to file and win a not-as-described claim with ebay or PayPal.

Be aware that a lot of sellers will not grant a partial refund, as that is a fairly popular request in order to gain a possibly unwarranted discount post-sale. This may not be your situation, but some sellers do make it a policy to either return for full refund, or no refund at all.

I'd talk to the seller. explain the situation say you'd like to return it and see how he responds. he may make an offer. if not, suggest that he knocks a few dollars off for your troubles.

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Quote
TL
As you believe the damage may have occurred in shipment, has the seller indicated if the shipment was insured? If he has not said either way, was it shipped via UPS/FedEx and valued at under $100? If so, it likely carries at least insurance to that limit.

Even if the seller did not insure, he is still responsible to get the item to you in as-described condition. That means accepting a return if necessary. A return to the seller should come with a full refund of your initial payment (purchase price + shipping to you). This is what you would get if you were to file and win a not-as-described claim with ebay or PayPal.

Be aware that a lot of sellers will not grant a partial refund, as that is a fairly popular request in order to gain a possibly unwarranted discount post-sale. This may not be your situation, but some sellers do make it a policy to either return for full refund, or no refund at all.

Seller has indicated that he would send it to manufacturer for repair if I were to return it. I have no idea if insured, value is $500+.

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mattkime
I'd talk to the seller. explain the situation say you'd like to return it and see how he responds. he may make an offer. if not, suggest that he knocks a few dollars off for your troubles.

Seller has indicated that it's an all or nothing refund opportunity...because he doesn't know whether the repair would be free or not, he is not willing to offer a partial refund for a repair that may cost $X or $X+$Y or whatever.

Quote
TL
Even if the seller did not insure, he is still responsible to get the item to you in as-described condition. That means accepting a return if necessary. A return to the seller should come with a full refund of your initial payment (purchase price + shipping to you). This is what you would get if you were to file and win a not-as-described claim with ebay or PayPal.

I should have also responded to you that I would do what it takes to get 100% of my money back...I'm just trying to figure out whether it's worth more of my time/hassle to just get it repaired and KNOW that I have a functioning item, than it is to return and re-buy another item on ebay with the same chance that something isn't working correctly. My time isn't free, but I'll have to invest some time either way to "right" this situation...just trying to decide which way is best for me.

Ship it the manufacturer, and get it repaired/replaced, and get a good faith credit back from the seller towards shipping costs... send seller a copy of the shipping receipt so that all is above board.


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Sometimes it is what it is...
and then there's times when it's really better.



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You paid for a working item. Ship it back for a full refund, including postage both ways. Seller should pay for return shipping. Not your fault it broke. Then buy it from someone else. This is my advice from someone with over ten years selling and buying (mostly selling) on eBay.



Edited 1 time(s). Last edit at 05/07/2012 10:34PM by richorlin.

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richorlin
You paid for a working item. Ship it back for a full refund, including postage both ways. Seller should pay for return shipping. Not your fault it broke. Then buy it from someone else. This is my advice from someone with over ten years selling and buying (mostly selling) on eBay.

Exactly.

thanks, all. I'm shipping back to the seller for a full refund (shipping both ways reimbursed).