Consumer Rights Protection Express| the shell is damaged after the second-hand computer is sent, and SF promises to pay compensation according to the situation

Recently, Mr. Xie of Huizhou City, Guangdong Province, reported to the surging quality report complaint platform (https://tousu.thepaper.cn) that he sold a Lenovo Y700 second-hand laptop on a trading platform, priced at 800 yuan and insured for 1,000 yuan, shipped through SF Express and sent to Cangzhou, Hubei Province. However, after the recipient opened the box and inspected the goods, it was found that the computer case was seriously damaged.

Mr. Xie said the computer was eventually rejected by the buyer. Subsequently, SF contacted Mr. Xie and asked him to recall the items. Mr. Xie reflected that the shell was not damaged before the computer was sent, so he rejected SF's treatment plan.

On December 23, The Paper contacted SF Express on this matter. Customer service said that the current processing result of the express mail is free shipping to Mr. Xie to return, and the specific compensation plan has not yet been determined. On December 25, Mr. Xie said that SF proposed to return the computer to him for inspection, and if it was only the damage to the computer shell, it could compensate Mr. Xie for the loss of 300 to 400 yuan; if it was not only the damage to the shell, it could pay Mr. Xie up to 800 yuan depending on the damage.

The computer mailed by Mr. Xie was obviously damaged after the arrival of the goods. Courtesy of respondents

Consumer Feedback:

According to Mr. Xie, he recently sold a Lenovo Y700 second-hand laptop on a trading platform for 800 yuan. He shipped through SF Express, with an insured price of 1,000 yuan, a total of 42 yuan in postage and insurance. On December 17, Mr. Xie sent the computer from Huizhou, Guangdong Province, to Cangzhou, Hubei Province. He said that before selling, he informed the buyer of the degree of the computer's newness, problem failure and maintenance records, etc., and did not hide any facts from the buyer, and the SF courier also took photos before sending it. And because it is a faulty computer that is processed at a low price, he also reached an agreement with the buyer before the transaction, and once the second-hand goods are signed, they will not be returned or exchanged.

Mr. Xie said that after the buyer opened the box and inspected the goods, he reflected to him that there were many damages and deformations in the computer case, so he applied for a refund. However, Mr. Xie said that the failure of the computer before the sale was that the boot screen displayed a gray screen, and there were obvious signs of use and bumps, but the shell did not have any damage. He found from the buyer's feedback that the case was indeed significantly damaged after the computer arrived.

Corporate Response:

After receiving Mr. Xie's complaint, the surging news contacted SF Express on this matter, and the customer service said that the express mail has been sent back to Mr. Xie, but the specific claim plan is still to be further negotiated after Mr. Xie receives the returned computer, and the reason for the computer damage and the compensation method are not specifically explained. Subsequently, Mr. Xie feedback that SF proposed to return the computer and hand it over to him for inspection, if it is only the damage to the computer shell, it can compensate Mr. Xie for the loss of 300 to 400 yuan; if it is not only the damage of the shell, depending on the damage, it can be compensated up to Mr. Xie 800 yuan, "I think it is acceptable." ”

Lawyer's Response:

Regarding Mr. Xie's complaint, Fu Na, a lawyer at Beijing Jingshi (Shanghai) Law Firm, believes that the carrier should be liable for damage to the goods during transportation. As the carrier, if the computer is indeed damaged during the transportation process, SF Express Company shall bear the corresponding liability, and the courier company shall compensate in accordance with the provisions of the insurance terms.

However, regarding the unpacking inspection, Fu Na said that after receiving the courier, the consumer has the right to inspect the goods first, confirm that the goods are correct and then sign for receipt. When receiving, you should carefully check whether the outer packaging has traces such as opening and pollution, and the courier company is obliged to let the recipient sign for the goods after opening the box and inspecting the goods.