What's the fair thing to do?

[george12]

A customer just came round and isn't happy with the computer I built for him - because the case is different (although very similar) to the one pictured in the Trade Me auction.

This is my mistake, I thought the case I ordered was the one in the auction. The problem is, even though I offered to swap the case for him, he just wants a refund.

I asked for a $150 deposit for the computer before building it, which I explained was to ensure he didn't pull out of the sale after I'd built it. He paid the remaining $1345 yesterday into my bank account.

He was very unpleasant when he turned up, and said I didn't look like I had a clue what I was doing, because I didn't have everything together. This is because he turned up 2 hours earlier than we arranged.

Basically, I don't think he is being reasonable at all. He told me to give him the money back and I said I would, before having a chance to think about it.

My question is, is it fair to tell him that if he gets a refund, it will only be the amount he paid after the $150 deposit, as the deposit is to prevent exactly this situation, and that if he doesn't want to lose $150, I can swap the case for the one he wants.

What would you do?

[Chrisn]

knock him out

[bob_doe_nz]

Give him the money back, WHEN he gives the computer back.

Add him to your block list and move on.

You will always get Wayne Kerrs on Trademe.

[Erayd]

I would wait for one of our resident lawyers to comment. My understanding is (although I could be wrong) if you put the stuff in the case that was originally advertised, he is required to pay you for the whole thing unless the computer is unfit for its intended purpose. I don't think the law requires you to give "just because I hate the damn thing" refunds.

Refunding would certainly avoid the hassle though, but post bad feedback - it sounds like you've had a far from positive experience.

[george12]

We actually did the deal outside of Trade Me, so I can't post bad feedback on him, and he can't post bad feedback on me.

I'm leaning towards a full refund, because I like to try to keep every customer happy even when they're being unreasonable.

[Metla]

Refund, get rid of him.

People like that will continue to give you grief if you give them the opportunity.

[Greg]

Keep the deposit.

[Myth]

Refund, get rid of him.

People like that will continue to give you grief if you give them the opportunity.

Agreed. Give a full refund and ditch him

[george12]

A full refund it is, along with the advice that a custom built computer like that is probably not what he wants.

It seems to me that some people's minds just work in a way that doesn't go with custom PCs. He regards it as a single product that either is what he ordered, or isn't.

He should therefore buy a Dell with half the specs, and I can guarantee he will be delighted with it.

[pctek]

No, I'd keep the deposit.
He ordered it.
And as CGA says, has to be a good reason for a refund, not I changed my mind.