Looking for some guidance

[outkast]

Ok as I'm fairly new to the store here but I'm happy with how it's going out til today. I received an email from a buyer who is a little bit disappointed. He says the knife I sent him has chipped scales and he did provide pics that are questionable to me. So my first question was. Is there any package damage? Second I asked this because I don't see these marks in my pictures. Nor did I see them prior or I would have mentioned them I would never misrepresent something I'm selling. I ask this because in his first pic the marks are clearly there. However based on the first pic those marks should be seen on the outside scale handle on both sides. I say this because I do not see them on either of my pics or his 2nd. He asking what should we do since I'm questionable on the pics I'm thinking he can return the knife and upon receipt of the knife it I will refund his. However if I'm correct and it was damaged in shipping or he damaged the knife somehow then I get the bad end. He get's his money back and I get a knife that I don't believe was damaged prior.

His first pic chips are clearly seen

His 2nd pic I see no damage these marks should be visible on outside scale

Here I combined the his pic and mine clearly the chip isn't in mine

Again here in both our 2nd pics iI see no damage

[americanedgetech]

I see all of your points.
The only advice I can offer is, Insure every package with a waiver to the buyer.
I regularly ship vintage ChrisCraft parts, and some are not replaceable. I inform the buyer that HE is insuring the package, and HE is getting paid if there is shipping damage.
If they do not wish to pay for the protection, then the item is shipped from me AS-IS with photographs of course but you can not physically cover everything.

In the end sir, The customer is always right, no matter how you feel about it.

[Railsplitter]

What did the buyer say when you asked if there was any package damage?

[outkast]

He has since responded and there was damage to priority box, but he said no damage to the bubble wrap that it was wrapped in. He hasn't been clear on what he's wanting. So let me ask this since I do the priority shipping that includes $50 insurance. I sold the knife for $600. If he is just looking for a little reimbursement do yall think he should make a claim based on the outer package damage.

[americanedgetech]

100% YES! That is the reason you pay it!

[philco]

Am I missing something here ? It looks to me like the photos show two knives with different colored scales.

[outkast]

Am I missing something here ? It looks to me like the photos show two knives with different colored scales.

Sale knives As Is I let the buyer clean how he prefers. The scales were dull he may have cleaned them. He's telling me there are 2 dents on liner now I'm led to believe he may have dropped it. Blade had to be open for liner damage.

[btrwtr]

If I had sold the knife I'd either see what the buyer wants or, although I might not like it, offer a full refund on return. Even when wrong the customer is always right.

[outkast]

If I had sold the knife I'd either see what the buyer wants or, although I might not like it, offer a full refund on return. Even when wrong the customer is always right.

This is the route I'm thinking if he wants to make the claim we'll do that and get him $50 if not then as you said full refund upon return of the knife.

[americanedgetech]

Am I missing something here ? It looks to me like the photos show two knives with different colored scales.

OutKast is also showing pictures from the buyer compared to pictures that he (outkast) had taken himself .

[americanedgetech]

If I had sold the knife I'd either see what the buyer wants or, although I might not like it, offer a full refund on return. Even when wrong the customer is always right.

This is the route I'm thinking if he wants to make the claim we'll do that and get him $50 if not then as you said full refund upon return of the knife.

Maybe the 50.00, and you could sweeten the kitty a little (if the 50 does not do it for him) like part of the profit (if any) on the sale.
You might still come out ahead.

[outkast]

Ok so this is gonna be my response:

I don't deny the marks are there in your pics but they are not in the pics I have. Again I would never knowingly misrepresent anything that I am selling.
I don't know what you are looking to do I see 2 options. We can file a claim for the $50 insurance. Or you can return the knife "Priority Mail" as it was shipped and I will refund your money via Paypal once I receive the knife.

[outkast]

Haven't responded and I'm second guessing that email. When he purchased the knife he did tell me he thought the price was high. I believe he dropped the knife cleaning causing the damage a may be looking to get some money back. So buy me refunding the full amount I feel like I'm getting burnt here. I'll be getting back a knife that wasn't damaged when I shipped it out.

Confused this is why I like dealing with people face to face, but til now all sales have been smooth.

[philco]

For whatever it may be worth to you, any knife I have sold through my AAPK store has been sold with a money back guarantee if the seller is not satisfied with the knife for any reason. To date I've only had one buyer ask for his money back and I did make him a full refund in spite of the fact that the knife I sold him was fine, he just decided it wasn't what he wanted.
I personally do not believe in making or asking for partial refunds. Doing so opens the door to price renegotiations after the buyer has the knife in hand and that's not a good business model in my opinion. If the buyer isn't happy with the knife, have him return it and give him a full refund. You may take a little bit of a hit on the transaction but you won't have anyone questioning your honesty or fairness. If he's not being honest with you about the knife, he'll reap what he's sewn somewhere down the road.

[dcgm4]

Look at the pictures closely, especially the last one. The screws look different. In the buyer's picture you can clearly see slots for a screwdriver. Outkast's picture doesn't seem to show any slots. If they are indeed different, either the buyer is confusing outkast's knife with another he bought or something else is going on.

[outkast]

Now he saying he's gonna email Emerson. He knows this is a rare knife as he is an Emerson collector and said it's the first 98 Commander he's seen for sale. I just told him let me know something after he hears from them.

[americanedgetech]

Look at the pictures closely, especially the last one. The screws look different. In the buyer's picture you can clearly see slots for a screwdriver. Outkast's picture doesn't seem to show any slots. If they are indeed different, either the buyer is confusing outkast's knife with another he bought or something else is going on.

I CAN see the slot in the screw on both images. In fact they appear to be facing in the exact same direction. Still it's a sketchy situation.
I don't know what emailing Emerson will accomplish other than an estimate on repairing the chips/replacing the handles. Sounds like he wants your knife, and wants you to pay to repair it?

I once thought that people in general were getting... strange, until someone pointed out that people are not changing, it's just that there are more strange people to be exposed to. I KNOW he was correct.

[Shearer]

Just take a close look at the countersinking on the screw is there a difference ?
It could be my glasses.

Grant

[kootenay joe]

To answer your question about damage in transit, if the knife remains inside the bubble wrap it cannot get damaged. This buyer is trying to scam you, get you to give a partial refund so that he ends up having paid a lower price.
Based on what is stated here, will USPS give a $50 payout ? If i was the insurance adjuster i would deny the claim because damage clearly did not occur in transit.
I think this is looking like blackmail, implied is: if you don't give me some money back, i will leave negative comments that will wreck your business.
Try searching his name online to see if he has had other disputes.
kj

[outkast]

Email from buyer today I say he's definitely trying to get some money back. Really feeling like I'm done with him leave me bad feedback, flame me on the forums if he wants. Those who know me know me.
Not gonna ruin my Thanksgiving stressing over this. :

Jason,
Well, here is Emerson knives company reply, to replace the handles $17.00 plus shipping. So the cost with shipping is about $49.20. $17.00 for the handles and about $16.10 shipping each way. I called and they have to have the knife, they will not mail just the handles to me. And, he said that they keep the handles when they are replaced, and also the blade if replaced.
Please advice.
Pat


On Tuesday, November 21, 2017 9:25 AM, "Emerson Knives, Inc" <info@emersonknives.com> wrote:


Dear Pat,

Thank you for the email. I check with my tech. this morning and we do have 1998 Commander G10 handles and just a few. The price is $35 but the fact that the handles are a little old but new, so the price will be $17 for the pair plus shipping. Please use the link below to our service form and all the details will be listed:

http://cdn.emersonknives.com/wp-content ... 2016-1.pdf
Contact us with any questions.
Kind Regards,
Ernesto
Emerson Knives Customer Service Team


Emerson Knives, Inc.
1234 254th St.
Harbor City, CA 90710
P 310.539.5633 | F 310.539.5609

[americanedgetech]

File the insurance claim, and be done with it.!

Happy Turkey-day

[Bryan]

As store program administrator, I would like to add an opinion.

Please note that this is only my opinion & AAPK will try to help in any way it can regardless of the path you decide to take.

If not 100% sure that the buyer is the cause of the damage, I'd be inclined to give him the benefit of the doubt & act in a manner that reflects the possibility that he did in fact open the package to find a slightly damaged product.

If this was the case, his offer to rectify the situation by sending to Emerson for repair on your dime leaves you with additional options. I would see that as a positive. Now you can file a claim with the PO & 1. request he send back for refund, 2. tell him the sale is final, or 3. pay the repair.

I'd do option 1 or 3. Option 2 would likely lead to PayPal dispute that would most likely go against you. AAPK can & will waive commissions on the sale under option 3 if you end up going that route to ease the burden some.

On the flip side of the coin, if 100% sure he did the damage, all bets are off & I'd tell him he is responsible for the repair cost....

[just bob]

Collecting insurance from the post office isn't a slam dunk. Google the subject and look at the hassles involved. Reading these comments and others I realize how dicey it is to buy/sell expensive knives through aapk, ebay, or any other venue where pictures and shipping are involved. Far better to take them to a show and let the buyer examine them in person. The seller can get hooked for a substantial amount.

[jerryd6818]

Too late for this because it's already turned into a cluster ****. But for future reference; K I S S

In large, bold, easy to read letters............
My return policy: Returns accepted for any reason up to 14 days after you receive the knife. Once I receive the knife, the purchase price plus shipping, including the actual cost of shipping the knife back to me, will be refunded.

OR

There is no OR. They keep the knife. Have a good life. No haggling over the price or shipping costs or actual or perceived damage after the purchase. No partial refunds. No dinkin' around. You bought it, you keep it or send it back for the full refund. End of story.

[americanedgetech]

One of the sellers I deal with on a regular basis has the exact same policy.
Return it for a full refund or go pound sand! Just sayin'

You will see nightmare stories on postal insurance claims because people only post bad experiences. 99.999% of the time there is no problem.
I think I have made 3 claims in the past 30 years, and I never had a problem.
Life is full of curve balls, and you can't hit them all.