Monday, November 26, 2018

Facts and figures about misusing CORE return requirements - MMABU

We had a fairly uncommon case today.

Like many others in the business we offer certain serviced boards for sale with a CORE option, i.e. option to give cash back for the old dud provided it comes physically good and without traces of tampering.

This allows us to service it and put it back for sale, thus closing the revenue cycle.

The most common problems with this practice are:
1) Buyers may decide not to return anything;
2) They may return something that is broken or tampered with;
3) Returned board may meet stated criteria (not tampered, not broken, returned timely), but for one reason or another we may fail to service and put back in use (e.g. if we can't figure what went wrong with it or if very specific part has failed that we can't find etc.).

Any of those breaks our revenue cycle and we have to source a board - sometimes working one, which costs much more than what we'd earn on the first one of two repairs combined - that we can sell again and hope customer returns the old one for credit per our offering.

So far so good.

Today we had a situation we haven't had in quite some time, if ever: the return was not tampered with, it has failed electrically all right and is probably repairable...but is different version of the board.

Case in point is about DPS-167DP used in Vizio E550i-B2 and DPS-146EP used in Vizio E480i-B2.

So a buyer returned DPS-146EP in place of ordered and sent E550i-B2.

We contacted him and talked about it, resulting in case being opened on Paypal, which we elevated for resolution and a negative feedback being left on eBay stating

"Dishonest seller, refused to honor replacement refund, insulted me instead".

Now if anyone knows me from previous posts or otherwise they should already know I like facts.

So here is the verbatim message exchange that occurred on eBay...decide for yourself who is dishonest and who insults who:

Message 1. Coppell TV Repair LLC to MMABU:

Just finished inspecting the board you returned to us for $45 credit.

I am afraid we have a problem with it.

The board we sent you was DPS-167DP and the board you returned to us is DPS-146EP.

The difference is explained in the listings we have for both boards and is an important one since DPS-146EP can not substitute DPS-167DP, but the opposite is possible.

Can you possibly shed some light on how come we get a board from a different TV model?

Message 2: MMABU to CTVR

I searched based on my model and ordered the indicated power supply. I received it. I removed my existing power supply and sent back the one that was in there to you for core refund. The one you sent works in my tv. I'm happy. I'll be completely happy when you reimburse me for my core charge as promised.

By the way, as far as I could tell both boards looked identical, and it seems obvious the component that was damaged on my board was the component that was repaired on the one you sent to me.

Message 3. Coppell TV Repair LLC to MMBAU

Glad you were happy with the board you received, but unfortunately we are not happy with the board we received.

This is not an accusation in any way, this is statement of a fact, the cause of which is that, as stated, the two boards *are* different.

The fact that they may look identical to you is irrelevant as it is subjective and ultimately we are the pros and not you.

We delivered a board DPS-167DP for Vizio E550i-B2 as advertised and as explained in additional details in the listing.

We got back board DPS-146EP, which is not an equivalent trade since we can't sell it to the next person with E550i-B2 as they may very correctly point out that it is not the same board; more importantly, DPS-146EP lacks connector CN201 by design whole E550i-B2 has it and most importantly the two can deliver different power to the LED driver.

Which is why Delta has the separation in the first place.

Do you want to restore status quo and you return our board to here for full credit and we return yours back to you untouched?

We do not want to profit from this and we are ready to do what it takes to ensure you this is neither bait and switch nor picking up on a customer.

It is apparent to us that the situation is not one a customer enjoys, but then again we have not done anything wrong to be on the receiving end.

To you this transaction so far results in a working TV.

To us it results in interruption of business cycle where we sell, receive back, repair and sell again.

We need DPS-167DP that we can sell to the next customer and we did not get one back.

Either you will need to return ours or we will need to buy one.

Does that make sense?

Message 4. MMBAU to Coppell TV Repair LLC

I followed all your rules. I returned the board that was in my tv that was in your ad as being a replacement board.

You know full well you will resell the board I sent you and make money off it. You're using some technicality to take advantage of me.

Furthermore, you're also directing customers to your private, non-eBay site offering cheaper discounts and trying to direct e-commerce off eBay to private transactions, presumably where you can take advantage of more customers with less recourse.

Refund my core fee as promised or I'll be filing a formal complaint and leaving negative feedback.

I will also be posting much information publicly warning people about your dishonest and disreputable service.


Message 5. Coppell TV Repair LLC TO MMBAU

It is unfortunate that you see crime and bad intents so easily and in conflict with common sense.

There are so many indications of why this is not a cheap shot at your money - from the fact that there were so many satisfied customers before you through the fact that we never asked anything from you to our offer to give you full refund to restore status quo.

Yet you accused us and threatened us.

It's sad really.

Have it your way.

We elevated the case you opened on PayPal so they decide.

We'll abide by their decision, whatever it might be.

Again we were discussing a problem and never made neither accusation nor a demand - we merely stated facts.

Message 6. Coppell TV Repair LLC to MMBAU

Took me a while...but I found illustration of why DPS-146EP can not be used to substitute DPS-167DP.

The attached picture 00134-03.jpg shows M550i-B2 as identified by the label.

If you zoom the picture you will see the number on the board there marked - DPS-167DP.

Attached picture 00129-03.jpg, on the other hand, shows E480i-B2 using DPS-146EP.

The two boards look similar, as you properly note, but they are different, as I also properly pointed out.

If you look closer you will find one extra connector on the 55'' power board. It is closer to the largest connector that goes to the power.

We do not want to tell you what was in your TV; we wanted to know how come we received board that was not the same as the one we sent.

This is not done to go after your money - case has been filed and PayPal will decide the outcome.

I am giving you hard facts showing that you incorrectly accused and penalized (by means of negative review) someone who discovered, stated and explained a problem.

Feel right if you won't hurt us, nor will your negative review.

Do whatever you want, just know you are doing harm to someone who does not deserve it..and luckily will not be affected by it.

And here's screenshots of the transcribed eBay communication...if you want more refer to eBay, this serves as our permission to give that communication thread to anyone who requests it, including judges, AGs, just everyone!


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