Return policy on used PCs?

[sathanas65]

I sell used desktops and laptops as part of my business. I offer a 30 day parts and labor warranty, but no return policy. In effect, I feel that if I accepted returns, I would be giving people access to free computer rental. Going on vacation? Need a laptop for the weekend? Free rentals! Not me. \

So my policy is to give the customer every opportunity to test out the system, ask question, etc. I make sure I let them know what the PC is and isn't capable of. I only offer refunds if the PC fails within the warranty period and I am unable to repair or replace it.

I have only ever had 2 customers request a refund in over 2 years of business. The first had hooked up the computer wrong and was having network issues. She lived close by, so I refused to offer a refund, stopped by and took care of the problem, and she has been a loyal return customer ever since. The latest is a man who bought a Compaq Pres laptop from me for $200. It is a 1.6GHz P4, 1GB, 80GB, combo, Wifi G, over an hour of battery life. Not a terrible deal.

My PCs are usually configured with an Owner account with no pass set to auto login. So this guy changed the account name and put a pass, but didn't set to require pass, so XP was trying to log in with old info. So he demands a refund. I explain my policy and assure him I can fix the problem. He brings me the PC and I call him within less than an hour explaining to him what happened and that I have made the appropriate changes to the settings for him, no charge.

Now he says there was a problem with the volume as well, to soft. So I check that. Normal volume for a non media center laptop. I explain. He says it doesn't stay connected to his wireless. I explain that I installed all the updates using the wireless, and it works perfectly, but perhaps his wireless router is having issues. He tells me he doesn't want the PC, wants a refund. Keep in mind, he has moved into the PC, it has his photos, etc on it and who knows what else. So I explain to him again that I do not accept returns, and all sales are final with a 30 day warranty for parts and labor. He refuses to come get his PC, yells at me, tells me he is going to report me to the Consumer Protection Agency, etc. hangs up on me.

Anyone ever deal with this kind of issue? Other sellers, what are your return policies?

 

[ATTech]

My first piece of recommendation is paragraphs. Just paragraphs.

 

[sathanas65]

Is that more to your liking?

 

[norm1320]

My first piece of recommendation is paragraphs. Just paragraphs.

Agreed. After reading it about half way through it became too much work.

 

[sathanas65]

Yeah, but now I fixed it. So can we try to stay on topic here? Any feedback about the content of the post?

 

[georgenoise]

First and most important question: When he purchased it did he sign anything that stated the no refund policy or was it printed on his receipt? If he agreed(signed) to the T&C then you have nothing to worry about. If it was printed on the receipt somewhere you are covered as well, you might even covered if you have the no refund policy posted somewhere near the computers for sale or the sales desk.
If it is just a verbal agreement he probably could complain but there are 2 things to remember. First is that most people are to lazy to report you and once they learn that there is some paperwork involved and some phone calling they give up. Second, if it's anything like the Better Business Bureau around here when the customer files the complaint the BBB contacts you, you state your case and then they review the information and they deal with the customer. Like I said, as long as it is in print somewhere you'll be alright. If not I would suggest putting it in print on the receipt/invoice to avoid problems like that nature in the future.

 

[Hercomputers]

On the invoice or other paperwork you give to client, does it clearly state you have a 'no return policy' - is this clear to them so that they can see it and it's known to them?

You state that you don't have a return policy but you did mention that one customer you chose to give a refund to, but you ended up fixing the problem??? Did I read that correctly? So, is this something you're really enforcing or not? If you want to enforce it or only in certain situations, either way you want this to be clear to the customer - make sure it's noted on your paperwork to them.

 

[sathanas65]

Thanks for the feedback. I do not have it printed on the receipt. I do tell the customer upfront that all sales are final, but that they are protected by a 30 day parts and labor warranty. The warranty in written on the receipt. I have never failed to enforce the policy. The other person who requested a refund was denied, I just went to their home and fixed the "problem", which was just that they didn't have the network cable connected properly.

Does anyone else here have a similar policy? I assume I am not alone in my avoidance of the free rental situation. Or does anyone have a restocking fee? I have considered a 20% restocking fee, which would cover the time I need to spend reinstalling the OS for the next customer to buy. However, since this has happened once in 2 years, I think I will just keep things as they are.

 

[Rider]

Stick to your guns on this. You have already acted in good faith by repairing a problem he created and looked into another situation that was not a problem and he would have been aware of when he purchased the computer (I'm assuming he powered it up before he bought it and heard the audio at that time).

If he does indeed issue a complaint you will be given the opportunity to respond to it and everything I can see shows that you acted in good faith and the complaint will be dismissed.

I would also inform him that if he doesn't pick up the computer within 90 days you reserve the right to resell it (that of course is a bluff unless you already have that policy documented). I suspect he will come get his computer.

My next suggestion is documentation. Have your policy well documented on the receipt and have the customer sign it and you keep a copy. I would also suggest you create a policy regarding abandoned computers if you don't already have one. You should check with the laws in your area regarding such policies.

Again, stick to your guns on this one (unless there's something you're not telling us). You've got this one. You will probably loose a future customer but he is likely a customer you would be better off not having.

Good Luck.

Rider