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Mysterious scratch

this is the first time I’ve used Igotoffer, but just as someone said earlier, my computer was in good condition before I shipped it.  When I heard from igotoffer, they said it was deeply scratched.   I can’t understand how this happened, since it was fine when I sent it (and I have witnesses who saw it as I was packing it [with great care and much bubble wrap]).  I’ve asked them to reconsider, but I see complaints on sites that they do this regularly.  Have any of you had this problem?  I’m quite taken aback and I don’t know what to do.  

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