Hi all,

Have a customer buy a printer from us and contacted us to state the screen was smashed on the printer.

Ok things happen and things can get damaged in transit, he asks us to replace the item for the one he is returning, we stated you would need to return the other an buy another and we will refund once the first one is back, to save any hassle or them opening an a to z after we have sent a replacement.

We checked the second printer prior to shipping and the screen was find and intact, we also took images or the screen and around the bezel.

First printer arrived back to us, cartridges missing (you have to remove cartridges from a cardboard box inside the printer), no evidence of them being installed, evidence that the panel has been removed to access the screen.

Second printer arrived and within a day customer states screen smashed again, so told to return, even further evidence that the screen has been swapped can see screwdriver marks all around the bezel to get this off and cartridges again removed and not returned.

no evidence of box damage on either device to cause the damage.

Customer has now stated they will buy this printer elsewhere as they keep arriving damaged, now the printers are packed by brother uk and other than smashing through the side of the box it's not likely it happening once let alone twice.

Now you may think why would they do this, two reasons, they are an end of life model and no longer available anywhere but me to buy, you can't buy replacement parts, the printers themselves cost hundreds of pounds.

Customer is an amazon business customer and it states the buyer is Amazon, however we have shipped to these.

Now i know where we stand with amazon on this as it will likely go to an a to z and even a partial refund will go against us. is there anything we can do or do we have to take the hit?

Thank you