Sellers, Replacement Opinions?

I bought a furniture item that I really liked, it cost 5k. I hade it one month then needed to move, I carefully shut down the menu, when I rezzed it the poseballs we no longer in the correct positions. Before doing anything I spoke with the owner on the best way to adjust it, since the menu was not working preoperly. The height adjuster only went up, regarless if I used the - or + button, he told me

Him: after going up they will go down
Him: keep pressing
AuraRaine Demina: oh the must go all the way up outside the house into the sky?
Him: keep pressing
AuraRaine Demina: ok
Him: they will go down

After the pose ball went into oblivion, I IM him again:

AuraRaine Demina: i lost the pose balls completely now
Him: they should not go so heigh
AuraRaine Demina: the went to over 330m
AuraRaine Demina: and u said keep pressing it
Him: yes i said but not since the ball are in Africa
AuraRaine Demina: well i am only doing as you said
AuraRaine Demina: there is no way to return to the original settings?
Him: no, once you have change the height is keep it in memory
AuraRaine Demina: so delete it is only way now
Him: that why we put in the notecard that if you make any changes it's up to you, but it's no more our responsability if you break it
AuraRaine Demina: but I asked you first, you said keep pressing it
AuraRaine Demina: you didnt say to stop
Him:we cannot be responsible if ppl make mystakes, i'm sorry

Then he logged off, I feel he should replace it since I followed his instructions exactly. I would like opinions on this please. Thanks

Were I the seller, I'd replace the item - after fixing the bug.

No matter how many people agree that the item should be replaced, though, someone like that still won't replace or refund.

I can sympathize with the seller. Second Life really doesn't provide the tools to allow sellers to do proper customer support. And I wouldn't want to be on-call every time someone did "break" an item I sold. I'm not the most knowledgeable builder, but the problem you describe does sound kinda bizarre and it doesn't sound more like something else is "breaking" the item rather than there being a problem with the item itself.

However, I don't understand what the seller would lose through replacement with a fresh item. If the item is set transfer, you should be able to just give the seller the broken one to receive a fresh one. If the item is no-transfer, it doesn't matter how many copies you have, you can't resell them or give them away.

I've never had a problem with something like furniture, but I have had problems with prim skirts. I've had no-copy prim skirts that I've tried to edit to fit my avatar, and accidentally screwed them up beyond all hope. Every time I have contacted the merchant in that case asking please please for a replacement, I have received a replacement.

If something's broken, you should get a refund or a working product.

Keep pressing?

Absolutely, I'd be embarrassed to leave a customer with a broken product.

Thanks for the input everyone, I have spent almost 10k in this persons store, I guess that means nothing. I absolutely love the products, but of course I will never shop there again since he does not value his loyal customers, shame. I have sent him a polite notecard with this url and have asked him to reconsider.

Aura

I want to know the name of the seller,
so I can suggest all my friends dont buy.
It's a real shame

I would like to give him a chance to make things right, If you want the sellers name after a day or 2 please IM inworld, I don't think we are allowed to post it in the forum.

I can't see any reason why he would not just replace the item, other than not wanting to be bothered.

You're right, you can't name and shame, that would be counter productive to you but they should fix it for you.

I agree completely
if I were the seller replace in a heartbeat (if it was transfer I would just ask them to send me the old one and I would send a new one)
doesn't cost me anything and keeps a customer happy

no brainer

It's broken now, regardless of whether it's his fault or your fault. So it's not as if you'll get two items if he gives you another. You paid for it, so why not replace it? It's not as if it costs him anything.

Giggles, I thought you meant to keep pressing the seller, which I was sure would result in being muted if it hasnt already. Yes "keep pressing" but stop in Europe, cause once they are in Africa you're screwed lol.

LOL

I do have to say, that response of Africa threw me for a loop LOL

Sounds like a menu based bed or something. Have you tried just turning it completely off and then back on? The poseballs are in the furniture and you just get copies when you rez them. It's not like you can permanently lose them. It really depends on how those things are made. Sometimes you can't do anything to fix them. I don't see a good excuse to not replace that.

Ok, its fixed, a lovely lady who makes similar items read my post and offered to come over and show me how to fix it. I guess we know where I will be shopping from now on

Thanks to everyone and a special HUGE thanks to the sweet seller who helped me out.

HER store will be in my picks, shop there and be assured that you will be treated right.