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Thread: Refurb Laptop

  1. #1
    Funking Prink! Raz316's Avatar
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    Refurb Laptop

    Sorry posted in wrong forum to start ( http://forums.hexus.net/scan-care-he...rb-laptop.html )

    Hi,


    last week I bought a refurb laptop from you having discussed it's condition with Lee H via the Scan website chat thingy. Lee told me there were no significant marks and there was just the general wear and tear you'd expect from a refurb.

    This morning however I've noticed a massive crack coming down from the bottom right hand corner of the keyboard area And in my opinion it's a bit more significant than the usual wear. I am by no means suggesting this was intentionally ignored when described.



    With seeing this crack, I am no longer sure I am comfortable with it as a purchase, so Scan, what are my options?

    Cheers
    -Chris
    Last edited by Mark@SCAN; 31-10-2014 at 10:43 AM.

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    Re: Refurb Laptop

    Gotta say I am a bit disappointed that I've had no form of response yet, considering I first raised it Sunday.

    Cheers
    -Chris

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    Re: Refurb Laptop

    At midday I had Gareth reply to my query form submission to ask whether it was cracked when I got it or if the crack has just appeared.

    I replied 7 minutes later and I have had nothing back since.

    Don't want to come across as stroppy, but my feelings have changed from disappointment to annoyance.

  4. #4
    Scan Computers Technical/Returns Mark@SCAN's Avatar
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    Re: Refurb Laptop

    Hi Chris,

    Sorry for the delay in replying to your post. I understand that Gareth from our returns department has replied to your query via our query system and we have provided returns instructions for the laptop to be replaced.

    The pictures you have provided are not typical of the condition of these refurbished laptops, we have notified our purchasing department of this who in turn have raised the issue with our supplier.

    We apologise for any inconvenience caused as a result of this problem.

    Regards

  5. Received thanks from:

    Raz316 (23-10-2014)

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    Re: Refurb Laptop

    Cheers Mark (and Gareth) I've just seen the return instructions email. I note that I've had a second email asking me to confirm the address the replacement will be sent to. I would've assumed that because this is a refurb and there was only one in stock, I shouldn't expect a replacement? Can you let me know?

    I've just packed up the laptop and again it wasn't entirely obvious the crack was there until I had a closer look. I can very easily understand how it would be missed and did assume from the start this was the case.

    Thanks to all
    Last edited by Raz316; 23-10-2014 at 09:29 AM. Reason: Thanks to all, not al, unless Al helped, if so thanks Al.

  7. #6
    Scan Computers Technical/Returns Mark@SCAN's Avatar
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      • 1x 512GB Samsung SM951 NVME & 1x 4TB WD Caviar Black
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    Re: Refurb Laptop

    We have stock so it will be no problem for us to swap out the laptop upon it's return with another.

    Regards

  8. #7
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    Re: Refurb Laptop

    Oh cool, and it'll be exactly the same spec?

  9. #8
    Scan Computers Technical/Returns Mark@SCAN's Avatar
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      • Memory:
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      • Storage:
      • 1x 512GB Samsung SM951 NVME & 1x 4TB WD Caviar Black
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      • PSU:
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    Re: Refurb Laptop

    Yes it will be a like for like replacement (without the crack this time )

  10. Received thanks from:

    Raz316 (23-10-2014)

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    Re: Refurb Laptop

    Sorry, me again. When I schedule collection with UPS it's asking me to put an address in.

    Would this be the address of the UPS Access point I want to have the package picked up from, or my home address?

    With that in mind, do I drop the package off at said Access point on the day of collection and just assume it gets passed on to UPS?

    Thanks
    -Chris

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    Re: Refurb Laptop

    Any clues, I tried calling UPS, but I gave up after being on hold for about 20 minutes!

    Ta

  13. #11
    Scan Computers Technical/Returns Mark@SCAN's Avatar
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    • Mark@SCAN's system
      • Motherboard:
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      • CPU:
      • i7 4790k @ 4.7ghz
      • Memory:
      • Corsair Vengeance 16GB DDR3 2400MHz
      • Storage:
      • 1x 512GB Samsung SM951 NVME & 1x 4TB WD Caviar Black
      • Graphics card(s):
      • MSI GTX 980
      • PSU:
      • Silverstone SST-ST75F-G Strider 750w
      • Case:
      • SilverStone FT03B
      • Operating System:
      • Windows 10 Pro 64bit
      • Monitor(s):
      • DELL U2711H
      • Internet:
      • SKY Fibre Unlimited

    Re: Refurb Laptop

    Sorry for the delay.

    Please provide your home address, this is only provided in case something goes wrong and UPS know who the parcel belongs to and where to send it back if it doesn't end up back with us.

    Once you have replied to our e-mail we will book a return with UPS, they will then send you an e-mail with shipping label, only once you have this can you then take it to your local UPS drop off point.

    Hope this helps.

    Regards

  14. #12
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    Re: Refurb Laptop

    Cheers Mark, from my understanding the package has now arrived back with you.

    I assume I now just wait to hear back from you/Scan as to whether the RMA is acceptable or not? If there's a chance it could be back with me by this Friday, that'd be great

    Ta
    -Chris
    Last edited by Raz316; 29-10-2014 at 11:47 AM. Reason: Typo

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    Re: Refurb Laptop

    Hi there, I see my RMA has been processed and accepted, so thanks for that. The current status is

    "We can confirm your returned goods have now been fully processed and replacements issued / refund authorised."

    Are you able to confirm at this stage whether I will be getting a replacement or a refund?

    Ta
    -Chris

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    Re: Refurb Laptop

    Eep, you can ignore that, I see in the RMA tracking page it says

    Credit / replacement Replacement

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