Help with Kenwood GE-4030 Equalizer

[stock21]

I received the following message this morning from a buyer who received this Kenwood GE-4030 delivered on June 1st.

Hello,
I received the Kenwood ge-4030 I purchased from you and after hooking it all up I found the left display had arrived broken and I was wondering if you had insurance on the shipping of if there is anything that can be done.

He sent a picture of the item with the left display not working.

I have no returns and the item was tested throughly and the ad has photos of it fulled working.

How should I proceed?
It was shipped via FedEx.

Any and all help greatly appreciated!

[Jay]

Its a tough situation which is why selling electronics is tricky.
–Even if you have “no returns”, the buyer can claim “item not as described”, open a return, send it back, and you pay for all shipping and full refund. Nothing you can do.
–If you have USPS insurance, you can make a claim and try to get your money for the item. We always refund the buyer so they dont need to wait.
–If you think the buyer is fishing for a partial refund, you can call the buyer’s bluff and say “return it”. Often the buyer wont return the item so its all good.
–Or you can offer to give the buyer a partial refund. Losing some money is better than losing all of it.

Last option:
–Sometimes buyers dont know how to operate the items they purchase. You can act as his tech support and see if you can get it to work for him over the internet.

• This reply was modified 4 months, 1 week ago by Jay.

[Sharyn]

stock21 is saying that he sent it FedEx. I’m not sure if FedEx insurance is $50 or $100. The buyer seems to be willing to take a partial refund. I would work with him, and then submit the insurance claim.

[Jay]

You’re right. In our experience, FedEx doesn’t give refunds unless you can prove the box was damaged.

[Steven S]

Get the buyer on the phone and walk through the hook up process, his signal source could be faulty.
If it’s putting out on both channels perhaps the display is malfunctioning, th se EQs are fairly simple but a bad circuit board can be the culprit.
I’ve found FedEx denies all claims 3 times before you can get a refund even if they do the packing.

[stock21]

In the interest of good customers service I accepted the return. The guy seemed reasonable in his correspondence. We have had a good run with electronics and this is the first time this happened. We’ll check it out once it is retuned. Kinda of a tough pill to swallow but i’m moving on….
Thanks for all guidance everyone!

[Author]

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