Need suggestions on intarweb sale...amp is busticated

[Fischerman]

I sold a 100W amp head on another forum. I packed the amp extremely well...the buyer even commented on how well I packed it. It appeared to arrive in good shape.

About a week and a half after he recieved the amp...he PMs me and says the amp isn't putting out enough power...apparently his buddy has a 50W version of the same amp and his buddies is noticably louder. He says he's already tried swapping tubes. I tell him a few simple things to try.

After another week and a half, he PMs me again and says the amp is getting worse (cutting out completely), the mains pilot light is bad, and he had a preamp tube die.

I don't know how much/little this guy knows about tube amps but he's a decent player so I assume he knows his way around them enough to not do something stupid.

I told him to not turn the amp back on...take it to a tech...and have the tech call me on my cell and I'll cover the repairs.

Looking for suggestions on how to handle this...new territory for me. I'm also curious what to do if this guy says that he'd rather just ship it back and get a refund. I'm certainly NOT going to just refund his money and THEN have him ship it back...but I could understand him being hesitant to just ship it back on the condition that I'll refund his money when I get it. I really don't even want to go the whole refund route.

Thanks for any help...god I hate selling stuff...such a PITA.

[Allynmey]

I would tell him that you will stand behind the amp. Require him to return the amp for warranty repair. Make him happy even if you have to pay shipping. If it was damaged in shipping, file a claim. Definitely do any repairs necessary to bring the amp up to it's original condition. I've been in business for 15 years (computer). I always make the customer happy even if it means losing money once in a while. Your reputation is important. Of course if it was an ebay or other personal sale and you think the customer broke it, maybe by cranking it while not plugged into a speaker for example, I would offer to look at it and charge for the repair accordingly.

Allynmey

[Fischerman]

Thanks Allynmey. This is an 80's Marshall head...stock except for new filter caps. If it were an amp I built I would definitely stand behind it and make it right. And I don't want to screw the guy at all...but I don't want to get screwed either.

FWIW - I don't build amps for money. It's just a hobby and always for my own personal use.