I am having some major problems with a return I made to Scan and finding the response from customer services to be appalling and it doesn't seem right based on the reputation of the company.
I bought a Gyration keyboard and mouse from Scan back in April 2009 and in late 2010, the mouse became faulty. I submitted an RMA to scan which was accepted at the start of early January.
After not hearing anything I contact Scan and was told they had sent the item back to Gyration for repair. From that point heard nothing.
I chased this yesterday after almost 2 1/2 months and was told that they were unable to have it repaired or replaced and offered me £14+VAT (I paid over £100 originally) due to depreciation etc.
The thing is, the item is actually in stock right now:
I therefore asked for a direct replacement I am being told they will not do this due to the use I have had out of the item.
I am pretty gob smacked by this as I thought a 2 year warranty meant that if the item fails within that period that it will be repaired or replaced with a new item. In this case, the item I bought is still available so surely I should receive this as a replacement?
I am quite confused by this and pretty angry as I chose to use Scan based upon their sterling reputation - especially on Hexus.net.
Am I completely wrong here, or should Scan send me a new keyboard and mouse?
It seems that the position is, if your item dies during the warranty period that you are not entitled to a replacement if you've had use out of it for a number of months. This seems ridiculous and is a massive barrier to ordering in future.
Thanks in advance,