posted on November 5, 2003 02:56:45 PM new
Hello all, this is a first for me.
I just got an email claiming a package was missing an item. It was a board game, and she's claiming it was missing a deck of cards. This was NEW straight from the distributor.
I sent her to the manufacturer's website "contact us" form to get the replacement cards from them. I have heard from others that they do honor claims like this.
However, now she's threatening to contact Paypal and complain. Here's the details on that:
A) It *WAS* a confirmed address
B) I do have delivery confirmation
C) I make no warranty claims anywhere on eBay
The cost for me to rip open another game and send her the cards is $28.00
I can live with a NEG if necessary, but this is a bad time of year to have my Paypal account locked up or something.
Should I give in and avoid the Paypal claim or tell her no?
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Replay Media
Games of all kinds!
posted on November 5, 2003 03:17:25 PM new
what fluffy said.
If you have proof you shipped her package, then that's all PayPal cares about.
"I have neither the time nor the inclination to explain myself to a man who rises and sleeps under the blanket of the very freedom I provide and then questions the manner in which I provide it." - A Few Good Men
posted on November 5, 2003 04:22:48 PM new
unless she has purchased paypal buyer insurance,then she can returned the item to paypal and get her money back from paypal.
posted on November 5, 2003 05:20:10 PM new
My daughter recieved Monoploy Junior as a gift. The sealed box was missing the cards. I called the manufacturer & they sent them right out, no questions asked.
Just a suggestion but why don't you call customer service & have the cards to be sent to your customer. It will probably go a long way with your customer & keep you from getting a neg.
posted on November 5, 2003 06:19:54 PM new
Chatham: I go through a distibutor myself. The manufacturer has no idea who I am. The customer has as much chance of resolving this as I do.
Actually, I'm usually pretty lenient on returns and problems. But when she started out with "I've got a problem, fix it or I'll go to Paypal," then my helpfulness starts out on a low note.
I'm a reasonable guy, but when you start a conversation with a threat I'm perfectly willing to let the conversation degerate from there.
I told her to stick with the manufacturer. *IF* there was a real problem, they it's a much more common situation for them to fix than me.
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Replay Media
Games of all kinds!
posted on November 5, 2003 08:17:48 PM new
chathamsue has a great suggestion. It's called customer service. But then again, replay doesn't have a clue about customer service. If he did, he already would have called the manufacture and had them send the missing cards out to the customer. Then he could have e-mailed his customer to tell them that he already called the manufacture. There are so many powersellers that want the money, but don't want to provide service.
posted on November 5, 2003 08:33:27 PM new
stonecold - do you just flit from thread to thread criticizing everyone? does putting other sellers down make you feel like a better seller? Don't you ever have anything constructive and positive to add?
You are rude. Very rude.
"I have neither the time nor the inclination to explain myself to a man who rises and sleeps under the blanket of the very freedom I provide and then questions the manner in which I provide it." - A Few Good Men
posted on November 5, 2003 08:43:06 PM new
wgm: I am with you on thi9s one. OIf this a factory sealed pkg. Then it is the mftcr who is to blame. Call the mftcr customer service & get it straightened out. As far as I qam conceerned it is not replays fault.
posted on November 5, 2003 09:42:37 PM new
The manufacturer didn't sell it to the buyer, replaymedia did! If something is wrong, it's his responsibility to make it right! Blaming the manufacturer is akin to buying a box of cereal, taking it home and finding out the contents are bad, returning the box to the store and having them tell you, "Hey, it's not our fault, call Kellogg's!" Sorry it don't work that way! Replaymedia should take responsibility for the error and do whatever it takes to make it right (that is if he cares anything about customer service).
posted on November 5, 2003 10:04:44 PM new
No - don't listen to them. Keep ticking off customers - they're just a source of money, right?
I hear ya, replay - seriously, my muscles tighten when someone starts off with a threat! And, I agree with your feelings on that. I've gone above and beyond for a customer who asks if I can help them fix something - that was obviously not my fault. As is the case with your board game that was obviously sealed, etc.
I'd make a quick call, as others have recommended, and see if you can get a replacement deck sent directly to the customer. If you really want to look like a hero and get an opportunity to "hear" them apologize when they see what you've done for them.... pull their contact info from eBay and make a cheap phone call...
Of course, if you choose not to do any of that - that's okay, too. When they come to me and get the royal treatment, they'll come back and tell their friends about how different we are from many others on eBay.
Wayne
Trying to Make a Difference - One Satisfied Customer at a Time....
posted on November 6, 2003 02:51:08 AM new
God knows if they dont already have the game and just want a replacement deck of cards!! I guess it wouldnt hurt for realplay to give a call.........but thats only 1 solution.
posted on November 6, 2003 03:04:23 AM new
The problem with some people, they are lazy.
Not replay I think people are missing the point of he deals with a distributor and not directly with the manufacturer.
He informed the customer of the correct action to take and unless the manufacturer knows that product is going out missing parts, they can't correct the problem.
posted on November 6, 2003 03:16:16 AM new
I know how ticked off you feel replay...but I think perhaps you should go the extra step and appear more magnaminous than you actually are. I would email back and offer to contact the manufacturer on his/her behalf. Restate that you sent the game factory sealed and provide no warranties. I would also say that you understand how frustrated they may feel about receiving an incomplete game and that you will do what you can with the manufacturer to make it right but again, no warranties. Make the call to the manufacturer (or write, email whatever)and see what you can do..share your actions with the buyer. They will feel that you have gone the extra mile for them and really, if it's as easy as you say it is to get the replacement, not that much trouble to you. By no means should you open another game to provide the extra set of cards!
posted on November 6, 2003 06:11:14 AM new
replaymedia: Did the customer pay you list retail price for this item?
Or did she pay "typical eBay price", which is anywhere from 30-80% off retail?
If the latter, you have done all you can be expected to do. The naysayers here have never figured out (and probably never will) that extraordinary customer service has to be paid for somehow. If you're getting the customary eBay slim margin on this product (and I suspect you are) you are not only morally correct in your response, you are correct in educating this customer.
Believe me, I get lots of "pay Woolworth prices, demand Tiffany's service" types.
--
The beauty of the California political process is that "Recall Gray Davis" can now have a question mark on the end.
posted on November 6, 2003 07:39:40 AM new
Actually Fluffy hit it right on. This game sells for $60 in any retail store, and it generally sells for $45 or so on eBay.
Lats night I didn't want to do much for her, but this morning I'm thinkning of giving in and send the cards from another ser. I'd rather argue with my people than her. Even if I get stuck, I'll have a demo unit for the store...
The thing is from the tone of her original email, I think she just didn't like the game and is looking for an excuse to get a refund. It's certainly POSSIBLE that the cards were missing, but there was something in the tone of the message that made me think otherwise.
No, it's not laziness or poor CS- I've certainly done refund and exchanges for larger amounts than this. I just don't really completely believe her story.
And congratulation StoneTrolld, you're now on MY ignore list too!
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Replay Media
Games of all kinds!
posted on November 6, 2003 04:06:17 PM new
Realplay, I'd have to say unless you're having an "off day", I've found first instincts are usually right where these things are concerned.
edited because the rest is irrelevent
:0
:~)
[ edited by neroter12 on Nov 6, 2003 04:26 PM ]
