Advice needed: Sold phone on eBay and 10 days later, buyer wants full refund

ctrlaltdel on 25/02/2014 - 16:58
Last edited 27/02/2014 - 14:39 by 1 other user

hi fellow ozbargainers,

in a little dilemma at the moment, i have sold a SGS4 mobile phone on ebay (13/2), on 22/2, the buyer wrote me an email stating that i lied in my ad and he state that it's a grey import and rooted. he told me that he took the mobile to Telstra and Telstra told him, it's a grey import.

i told him, the phone is not rooted and not some grey import. running 4.4.2 german rom does not means its a custom rooted rom. though Telstra runs 4.3.

in my ad, i stated the following:
Running the latest KitKat OS (4.4.2).
This phone has never been rooted or dropped on the floor. Also, I got this phone from Telstra, so it's no some grey import.

he is now demanding a full refund + postage.

i am too busy to go to T-store to get a duplicate receipt, but then i will have to blank out my personal details if i give him the receipt and if i do that, is the partial receipt sufficient?

what should i do? should i ignore his demands?
he has posted a positive feedback on 18/2.

thoughts?

thank you in advance.

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    netsurfer on 01/03/2014 - 02:05

    To crlaltdel:

    You are being helpful and you are showing your willingness to resolve the issue (inc. offer to take the item back and provide a full refund). Hopefully, the buyer will respond in kind.

    Another thing you could do: check with Samsung Australia to get a confirmation that the phone is under warranty - best to get it in an e-mail from them.

    Once you start selling more items, you will run into issues and situations you need to deal with.

    Hope you get some good news.

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  [Deactivated] on 28/02/2014 - 13:01

  +3

  This thread is full of people who do not know the difference between an unlocked boot loader & a rooted rom.

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    EnALup on 28/02/2014 - 14:53

    +5

    Forget about people know or not, but I think it is OPs fault of not disclosing a different region ROM in the phone and Telstra claiming it is not sold from them. Something might be dodgy here….
    Mobile providers want an excuse to say no for warranty claims.

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  lplau on 28/02/2014 - 14:14

  -3

  Keep on dragging it longer and longer, i think after 70days he cant make a paypal claim. lol.
  Then after that ignore all his emails and cut all communication.

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  [Deactivated] on 28/02/2014 - 20:43

  +2

  because it has been sold without receipt and warranty it's no different than a grey import and the buyer should be thankful that you have removed all the bloatware

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  BuyNow Think Later on 02/03/2014 - 10:15

  +1

  @ctrlaltdel

  i am too busy to go to T-store to get a duplicate receipt, but then i will have to blank out my personal details

  No, you don't need to go to a T-store as you can get an Electronic Proof of Warranty (ePOW) online 24x7.

  No, you don't. The ePOW does not contain any personal details.

  I have a few phones from Telstra and all my ePOW search results are as follows:

  "Based on the Shipment date we have, the warranty for this device is VALID - (ends on DD/MM/YYYY)

  Download a copy of this in PDF format for printing.

  Email a copy of this in PDF format (enter email address)"

  ---

  Thus, below are 4 possibilities of OP's IMEI#357635050255910 not found on ePOW. I think OP is the best person who knows which possibility is true.

  @ctrlaltdel, you may tell us which possibility is true.

  1) OP's phone not bought from Telstra - highly likely
  2) Typo - highly unlikely as this means his ebay IMEI# listing is misleading. This warrants a full refund.
  3) "The IMEI is an exchange IMEI issued iN a previous repair request" quote from ePOW - unlikely
  4) Error in ePOW - highly unlikely

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