Very unhappy with Scan returns/testing policy

[flipzero]

Hi all,

Appreciate I'm a newbie here but wanted to voice my dissatisfaction with Scan's returns/testing policy:-

I had to return an item which I believed was faulty. I called Scan and was told they would e-mail me the necessary details to return it for testing, including courier collection. During this process, the only direct reference made to my liability to charges was the following stated in one of the e-mails:-

****Please be aware if your returned goods are tested not faulty you will be liable to a charge of £10+vat for the return courier collection costs.****

Now to me, this strongly implies that it is the ONLY applicable charge if the item is found to be not faulty, so imagine my surprise when that is what happened and I called to make the payment, to be told they did infact want £30+VAT to return the items!

They broke the charge down as follows:-

£10+VAT courier collection
£10+VAT testing
£10+VAT return delivery

When I challenged them over what was stated in the e-mail, I was simply told that the charges can be found in Scan's T&Cs.

Whilst I appreciate that it costs Scan to collect, test and return items, would it not be good customer service to make the full prospective charges clear beforehand?

Also, why make such a misleading statement by quoting only one of the three charges in the e-mail?

[Lee H]

Flipzero,

I've brought this to the attention of Wesley as he's the returns manager and he should be replying to you on this.

Best Regards,

[Draven]

dude be happy you got a reply ive been waiting nearly two weeks for a bios flash

[Lee H]

Draven.

Please post any reference to your order and while I'm here I get it checked into accordingly.

Best Regards,

[Draven]

ok i cant seem to find out how to PM you so ill just post my RMA number "removed"

[rabbid]

You will need I think 25 post minimum to be able to use PM feature.

[Jay]

I hope that poor bloke near the front desk doesn't have to test all this on him self.

Last time I was there he looked so so fed up I felt bad for requesting a return... He actually looked disgusted.

[rabbid]

He says he only deals with in shop returns (I wondered myself & asked him last time I was in cos he had a roomfull of PCs diagnosing!).

[wesleyaldred]

Flipzero,

The quote you have made is in relation to the collection and is included in the collection email, all charges are fully published in the Terms & Conditions.

Wesley

[wesleyaldred]

Draven,

I'm looking into this for you now

Wesley

[flipzero]

Flipzero,

The quote you have made is in relation to the collection and is included in the collection email, all charges are fully published in the Terms & Conditions.

Wesley

Did you actually read my post?!

I'm well aware (NOW) that you have RMA costs hidden away in your T&Cs. Why are your customers not made fully aware of them during the RMA creation process? And do you not think that stating one of the three costs in the e-mails sent to customers, as if it is the only cost, is extremely misleading?

Every person I have told about this (and there have been plenty) have thought it is disgusting..

[wesleyaldred]

They are not hidden away in the Terms & Conditions they are there and always have been, no i do not think it misleading, in the context you have posted I would, but in the email it's actually quite clear, however, I have re-worded the email to ensure there cannot be any mis-understandings in future.

Also, when placing an order online you have to select a box indicating you have read, understood and accept the Terms & Conditions, which inform you of the charges.

[usxhe190]

Can someone let me know what the £30 is for? When goods are not faulty and needs to be returned?

[wesleyaldred]

Read the first post !!!

[flipzero]

At the bottom of the first e-mail I received during the RMA process it says:-

"Please note that all Scan Terms and Conditions apply on returned items, these may be viewed at ...scan.co.uk/Terms.ASP"

How this clearly refers to charges, when the other charge I quoted is listed in the other mail I also received, I don't know. Additionally, I have just scanned through the (long) T&Cs for the second time, and the returns charges still aren't jumping out at me.

I guess we'll have to agree to disagree on the clarity of this and let your other customers reading this make their own minds up.

One last comment to make on your service whilst I have your attention. I was amused that after sending my item back carefully boxed with lots of padding after reading the following:-

"YOUR RMA WILL BE REJECTED IF YOU DO NOT ENSURE IT IS VERY CAREFULLY AND ADEQUATELY PACKAGED, USING SIMILAR METHODS TO THE ONES WE USED ORIGINALLY ie. Use plenty of bubble wrap and external boxes to protect the product(s) from being damaged on the return courier journey."

..that it was then returned to me in just a plastic bag with zero padding. A bit of do what I say, not what I do?

[usxhe190]

So to clarify, if I think something I brought from you is faulty and I send it back to you guys and you say it is not faulty after testing, you charge me £30?

Is that correct?