Problem with client.. again!

[BartJr]

Hi all,

I've experienced something like this for first time, despite having done thousands of transactions on line.

Anyway what has happened:
-On 22nd of October I've sold a printer with 6 months warranty to a buyer on eBay
-Item has arrived on 26th of October
-On 6th of December, buyer contacts me that he hasn't used the printer since it arrived, but did now and it's faulty
-I require buyer to send printer for the warranty repair/replacement since it's over 30 days from receiving the item (Consumer Rights Act)
-Buyer insist that he is entitled for a full refund and does not want repair/replacement, threating with a solicitor and trading standards

Problem described by the other party is that the ink cartridges flooded the printer which resulted in the device not turning on. Other party also stated that the item (upon arrival) was stored somewhere because something else was going on there therefore they did not open the box. Buyer is unable to provide any evidence of the leakage because it has been 'cleaned' by them.

From my experience I know that it is impossible for 'Cartridges' to start leaking unless you place the printer upside down or on the side of it. (Item had around 70% ink cartridges when I've sent it, it was fully tested and no leakage were occurring).

In my understanding, it's buyer fault since the device must've been placed on a wrong side (when it was stored). If the transit caused the ink cartridge to flood, buyer should be able to noticed it straight away upon arrival.

What can I do in the situation like this?

 

[bovine]

It would be easiest to just refund. After 30 days they lose the right to refund and you can repair, but after 1 failed repair, they can request a refund. It seems likely to me , you will repair and send it back and it will develop the same "fault". And they will insist on a refund......

However, shipping the printer with the cartridges installed when it can cause a problem if the courier or customer mishandle it sounds like asking for trouble to me.

 

[BartJr]

Thanks for reply. I usually send printers with ink cartridges installed, to prevent printheads from drying. I've never experienced situation like this. Plus, with this printer, area where the cartridges are, is completely sealed off from the electrical compartments, therefore it's not possible for ink to flood the printer inside, unless you place the device on the side or upside down.

 

[The Byre]

How do you prevent the courier from transporting the thing upside-down?

 

[BartJr]

I've put a labels indicating the direction box needs to be placed, but client has said after arrival, he has stored it somewhere before using it on 6th of December, which could mean that while item was stored by a buyer, it could be on a wrong side. I've never experienced a problem like this before.

 

[BartJr]

It's hard to determine whose fault it is since the item was not open right after it has been delivered.

 

[BristolBiz]

How do you prevent the courier from transporting the thing upside-down?

You cannot - no courier will even glance at a "this way up" sticker, the process is mechanised these days.

 

[BartJr]

Thank you all for replies, I've contacted buyer to send back the item, but since then I've heard nothing back