Another ebay question - for the ebay experts

fezster

fezster

fezster

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7 Jan 2007
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Can't count the number of ebay threads I've read on here, but the following I'm unsure about.

I sold a netgear router recently. It was factory reset and all tested and working before I sent it out. If anyone is familiar with netgear routers, you have to use a web browser to set them up initially.

The buyer has contacted me a week after delivery to say that their "IT person" can't configure it. It's apparently not providing an ip address. I'm assuming they are setting it up for an office or a block of flats - who knows.

Putting aside the fact I specifically tested this before posting, this seems to me to be a lack of knowledge in terms of configuring the router. Should it come to a dispute, how is this handled by ebay? In my eyes - even if there was a configuration problem, the router can easily be factory reset (which I did anyway). I have tried to be helpful and offered to speak to the buyers "IT person" to talk them through troubleshooting - not sure this should be required, but I'd like to get this resolved.

Any ideas on how to proceed? Am I looking at having to refund because of this?
 
Either:
1- It's just a random excuse used to return it because he no longer wants it
2- He's going to send you back his old faulty router
3- He (or his "IT person") doesn't know what he's doing with it.

In any of these cases, ebay will side with the buyer and have him return it to you for a refund. If it's case 3, you may have some luck by helping him set it up properly but it's unlikely to be worth your time+effort.
 
I would post him a set of instructions and preferably a pdf of the instruction manual. Talk him through it if his "IT Dept" can't handle it (probably some mate who claims to be computer savvy but basically knows how to open emails).

But basically saying "I dunno, you're stuck with it mate" won't get you very far.
 
Yes, been trying to help. And sent instructions too (including Web links with step by step troubleshooting).

But ultimately, if they want to return it, it sounds like I have no choice but to accept?
 
Other responses above are correct - if the buyer wants to return it, they will, one way or another. You can offer to assist, hopefully they're just being dim and will figure it out shortly. But prepare yourself for wasted time and possibly postage money.

I recently had someone fail to update their PayPal delivery address, and by the time the item was returned to me after being refused by new occupant, had requested a refund. ****.
 
if all else fails sell it on ebay as faulty, some times they go for a surprising price since they cannot be fixed (I can take a good guess what they are used for)
 
MartinPrince said:
No they are saying that their IT person can't configure it. It has not come to a dispute yet.
Click to expand...

I was replying to his statement about ebay returns...

If the buyer cant get the item to work then to ebay it doesnt work = faulty = return. The seller has no choice.
 
The item does "work" though. Dhcp configuration surely can't be classed as "not working". I doubt ebay look into things to this level of complexity though.

I even said to the buyer that if your IT guy feels inclined to, he can download the latest firmware and reflash it. There is no way a hardware fault could prevent dhcp from working - this is clearly a configuration issue.

My latest reply has asked the buyer to plug in a single computer to one of the lan ports and see if an ip address has been assigned and to call me so I can talk them through it. If they are genuinely looking to resolve this, I can't see why they'd refuse this offer. Time will tell.
 
You are wasting too much time with this. Why are you offering your time to try and put it right? There is no obligation for you to do so. Get it back, relist it and move on.
 
I had this with a motherboard, their "IT person" couldn't turn off an option in the BIOS which was was moving 2 tabs to the right then down from entering. Pointed them to the right location to disable like I was talking to someone with zero experience.
I'm guessing they already had it in a box ready to sent back; I accepted the return as thought no problem can resell to someone who has a clue - got it back and the socket was wrecked bent pin city, of course EBay sided with them....
 
Adam said:
You are wasting too much time with this. Why are you offering your time to try and put it right? There is no obligation for you to do so. Get it back, relist it and move on.
Click to expand...

This. Only loss you will get is postage. Is less than 5 quid worth this?? I assume you've already spent more than an hour of faff with this. Could have done an hours overtime at work and be more Worth while.

Made even worse by him probably returning it anyway. So you're just wasting time
 
Yes - point taken. Annoyed at the principle of it, but just need to accept that's just how it is sometimes. Also doesn't help that getting to the Post Office wastes a lunch hour too (!)
 
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