NEED ADVISE ON AN AMPLIFIER TRANSACTION


I am hoping you folks can give me some opinions on what you would do in my current situation/transaction.
I listed an integrated amplifier here on Agon, a gentleman purchased it and I boxed the unit as absolutely bombproof as possible. From looking at the buyers other transactions it seems he is somewhere in South or Central America as he has a shipping agent in Miami that receives his shipments, and then sends packages on from there. It took quite a while to get to him and I received an email from him saying that the unit was not working. When I sent the unit it was in perfect working order. There is a little bit of a different turn on process with this amplifier as it has a power switch on the back that you turn on first, then you push the button on the front panel which puts the unit into standby mode. You then push that same button again to get it going into warm up mode which takes 9 seconds. I have explained this to him and the buyer says it is still not working. I then sent the instructions which I found online at the manufacturers website to make sure he understands. I don't know if there is a language barrier or not but I asked if the boxed was damaged and have not heard anything back. I would assume the buyer would have notified me if it was damaged as soon as he got the amplifier. What would you folks do in my situation? I have perfect feedback as I would never try to scam anybody and I over describe whatever I sell...I also package everything as bombproof as possible. So if the unit was working and there is no damage to the package what would you do? Refund his money and hope I get the unit back? Thanks for your insights and opinions.
sean34
 Look to see the shipping address on his Paypal account . If it's Miami i think you are good .
A lot depends on what terms you put in the listing.  Always state return policy or as-is, or whatever you are willing to support.  Barring that, I would also state No Sales outside the USA.  Different countries has different electrical systems, and that alone can be a problem.  In the end, I would not return any money until the unit is returned in the same condition in which it left your possession.  Having said that, there are people out there who will test your willingness to cater to them.  If they feel they can buffalo you, they will indeed push the limit.  Patience is the key.  Offer help, suggestions, ask for photos, proof, etc.  State a willingness to refund but only if it returned and you have it checked out.  That should quiet him down because he probably really doesn't want to return it. You could also appeal to Paypal if that was the method of payment.  They are pretty good at getting to the bottom of things.  Whatever you do, don't panic.

All you guys saying not to ship out of the 48 contiguous states..  come on guys, Hawaii is ok to ship to, just let them know shipping might be higher