Sold my a working PSU that I have been using, but buyer says it sparked at the outlet when he plugged it in and asking for a possible refund

[lyndonguitar]

I just sold a working EVGA 750W Gold PSU that is perfectly working and was using up until the day I sold it,

I even sent a video testing of the unit, at the request of the buyer. Showing it plugged to an Ryzen 5 5600, 16GB, RTX 2070 system, running some games at high load. Previously, like days before, the PSU was handling a ryzen 7 5700x3d and rtx 3080 just fine, with 6 fans and bunch of rgbs and storages.

Now after the PSU was received (it was delivered via a booked motorcycle express service and received within the day, only 1 hour motorcycle ride, same metro area)

The user reportedly plugged it in his build, switched on the PSU switch(behind it) and he said the outlet (extension cable) sparked and popped. The PSU seems fine and he reportedly said there was no smell or anything. I suggested trying direct to the outlet and retrying again, but understandably, he doesn't want to risk it anymore. The outlet he was using is the same one that he had been using in his previous PSU, a corsair 650W PSU.

Now though, he wants to first, consult an electrician while retesting the unit again since he himself saw it working in a video anyway, and if it's not working anymore or an electrician is unavailable, I'll have to refund the money and get the item back.

Should I allow the refund? Is it reasonable to deny his request? or should I grant it and test the PSU myself when it returns to me?

I am worried that the PSU is now broken and if it is, I am very positive that it is was user error (maybe he used the corsair cables? can that cause the pop? or maybe his extension was the culprit? any other insights to this? ) as the item is perfectly working until I sent it, and it was only sent on a motorcycle ride around the metro for about an hour so it's unlikely it got damaged during transit as opposed to a full-on international shipping.

At the moment I am requesting pictures of both the PSU and the outlet. as well as the cables he used for the testing.

 

[FreedomEclipse]

If he used corsair cables on the EVGA PSU - Its user error. Refund should be denied. You've already got video footage of the PSU working perfectly fine before it was handed over.

 

[bonehead123]

Sounds like a user error to me, however, something bad could have happened during transport if it was handled roughly or something, but as you sent video of the unit working and as long as you packed it properly, then you would have that in your favor for sure...

You don't say how or where the transaction took place nor how the payment was handled, but if it was a purely private one (not ebay, forum marketplace, Fakebook MP etc), then you don't HAVE to do anything, but you may wanna consider your options for working something out rather than get into a possible legal dispute with the buyer, but that would be entirely optional IMO...

Did you check to see if the buyer had/has any kind of buyer feedback from anywhere like ebay, heatware, FB etc ? This may have been able to provide you with an indication of their trustworthiness and/or reputation... if you did not, then that's on you & should be a lesson learned for future transactions

But in any case, most private transactions (at least in the USA) are normally considered to be an "as is" and "without any expressed or implied warranty" situation, unless you made statements to the contrary directly to the buyer...

Good luck with the issue

 

[Macro Device]

maybe he used the corsair cables?

If you mean extension cables then it's on the buyer, you don't owe them anything.
If you mean the power cable that connects the PSU with a socket then it's irrelevant.

You got your back covered either way since you did shoot a video of this exact unit working as intended. Must be either a user error or their electricity being too dirty. Consider contacting a lawyer just in case.

 

[Macro Device]

Don't they all spark when pluged in as the primary capacitors fill?

Not the case when this PSU was on less than a day ago.

 

[Shrek]

For saftey reasons the primary capacitors have a bleed resistor and so don't stay charged long.

Bleeder Resistor: What is it, and Why is it Used? | Electrical4U

 

[LabRat 891]

A. High current PSUs *often* 'arc' on power connection. It's inrush current* for the APFC stage, AFAIK.
-some PSUs have 'mitigations' to slow down the inrush but, my HIVE 1kw does not. 100% of the time, since the first day I had it, it 'arcs' when plugging in/switching on; 120VAC or 240VAC. (universal voltage)
B. If a non-universal mains input PSU is connected to mains w/ the Voltage Selection switch in the wrong position, destruction will occur. [Most ATX PSUs have been Universal Voltage, for a long while now]


OtOH:
PSUs have 'consumable' parts inside them; caps wear out with age, period.
IMO, PSUs shouldn't really be purchased used, nor re-sold without internal images provided. Every single used (non-OEM/ODM) PSU I've bought off eBay, has had bad caps.

Now, I'm not accusing you of defrauding.
I'm saying that the PSU may not have been in nearly as good of condition as you thought.
Atop that, I've personally seen caps 'fail' in transit and storage. Presumably 'environmental conditions'.

The user reportedly plugged it in his build, switched on the PSU switch(behind it) and he said the outlet (extension cable) sparked and popped. The PSU seems fine and he reportedly said there was no smell or anything. I suggested trying direct to the outlet and retrying again, but understandably, he doesn't want to risk it anymore. The outlet he was using is the same one that he had been using in his previous PSU, a corsair 650W PSU.

Was this extension a surge suppressor? *Extreme inrush current could 'pop' the MOV in a surge protector.
However, either the MOV in a surge protector popping, and (especially) caps catastrophically failing smell.

I'd chalk it up to 'inrush current' (Which, not all PSUs do). The PSU probably still works 'fine'.
Theoretically, a PSU could 'discharge' it's PFC caps back thru the plug; if by some freak coincidence you were 230-250VAC and they are on 100-125VAC mains, I guess that could cause it. Shouldn't be possible, though... (as Shrek pointed out)


Unless you're willing to 'educate' the customer on PSUs, In my humble opinion:
If they're willing to pay return shipping, let them send it back; refund them.
There's likely nothing (destructively) wrong with the PSU.

 

[freeagent]

Inrush current maybe? My EVGA PSU makes sizzle sounds when I flip the switch. Sometimes it messes with my line conditioner to the point I have to restart it, so I am done. I bought a Seasonic, hopefully this one will be nice to me.

 

[Ruru]

If he used corsair cables on the EVGA PSU - Its user error. Refund should be denied. You've already got video footage of the PSU working perfectly fine before it was handed over.

Agree. NEVER use nothing else than the cables which came with the PSU, or make 100% sure you have the correct model when getting sleeved ones etc.

 

[xtreemchaos]

if it the power cable from the psu to the wall socket and the wall socket is live when you plug it in its normal. as the plug is plugged in iver both ends for a micro sec the current will bridge "Arc" the gap.

 

[Massdeth]

Agree with others that mentioned it, if the item is currently switched on, looking for power and you go to plug the other end into the wall outlet it will do a small arc,, so thats a non issue. I love that he wanted you to make a video of it working before he paid you and then gets it, to only ruin it and want his money back. Somebody else pay for my stupidity. I guaranee he just switched the boxes out and plugged the old cables right in the new box. Switching cables is sooooo hard and ssoooooo much work. /s Im sorry you gotta go thru this crap brotha, but he doesntt seem to have a case at least.

 

[Bill_Bright]

and he said the outlet (extension cable) sparked and popped.

That could happen if he didn't have the PSU's power connector fully inserted into the extension cord's plug. Then when he flipped the switch, an arc occurred. That is a normal action in poor contact connections - not good simply because sparks indicate heat and could result in fire. I think it safe to assume there was no fire. So, I would not expect any damage from that.

You could suggest he test his wall outlet. Every home and every computer user should have access to a AC Outlet Tester to ensure the wall outlet is properly wired and grounded to Earth ground. I recommend one with a GFCI (ground fault circuit interrupt) indicator as it can be used to test bathroom and kitchen outlets (outlets near water) too. These testers can be found for your type and voltage outlet, foreign or domestic, (like this one for the UK, or this one for German outlets) at most home improvement stores, or even the electrical department at Wal-Mart. Use it to test all the outlets in the home and if a fault is shown, have it fixed by a qualified electrician.

I am assuming (possibly incorrectly) the extension cord he used was in proper working order. These can be tested with those outlet testers too. If the outlet tests good, any extension cord plugged into that outlet should test good too.

IMO, from what you have said, you shipped a working PSU. What happened after it left your possession, who knows? Was there insurance on the delivery? Did the buyer indicate any damage to the packaging?

Are you a business selling to a customer? Or was this a private citizen to private citizen transaction? If a business, you might want to offer a refund simply to avoid bad publicity that may adversely impact future business.

Happy customers come back. Unhappy customers don't and worse, they tell their friends who NOT to do business with.

For saftey reasons the primary capacitors have a bleed resistor and so don't stay charged long.

Right. And these bleeder circuits are not just by good design or common sense but are required by virtually every safety regulatory agency in every country around the world too. HOWEVER, one must never, as in NEVER EVER assume they are working properly and have not been damaged. Therefore, unless you are a qualified tech, stay out of the insides of a PSU.