Scan's warranty policy - is it right?

[SlingShot]

Hi guys,

I am having some major problems with a replacement of a faulty gyration mouse (part of a keyboard and mouse set) with Scan who are refusing to replace the item and only offering to give me a refund of £14+VAT. I RMA'd with 4 months left on a 2 year warranty (then had to wait 2 1/2 months) but I'm being told that they can't get it repaired or replaced, even though pretty much the same item is in stock now. It all seems really poor and wanted to know what a 2 year warranty really means. If an item fails in the warranty period and they have the same or similar item on sale, shouldn't I be entitled to a new replacement?

I posted the full details in the Scan customer care forum but would appreciate your take on this:
http://forums.hexus.net/scan-care-he...placement.html

Feeling pretty let down here and uneasy about ever using Scan again.

[kalniel]

I can't quite work out from your post - are they refusing to ship you out a replacement part that's identical to your failed part? That would be quite unusual, but seems to be covered by their terms and conditions:

in any other case we will replace the goods or provide you with a credit for the cost of the goods.

However if they don't have the same part, then giving you a refund based on market value taking account the usage you've had out of the part is well within their rights, even if many other companies would go significantly further out of goodwill. That SCAN don't seem to offer as much goodwill as other companies is just something you have to take into account when buying from them (but presumably it helps keep their prices so low in the first place, so what goes around comes around I guess). But they're not doing anything illegal.

[SlingShot]

I can't quite work out from your post - are they refusing to ship you out a replacement part that's identical to your failed part? That would be quite unusual.

However if they don't have the same part, then giving you a refund based on market value taking account the usage you've had out of the part is well within their rights, even if many other companies would go significantly further out of goodwill. That SCAN don't seem to offer as much goodwill as other companies is just something you have to take into account when buying from them (but presumably it helps keep their prices so low in the first place, so what goes around comes around I guess). But they're not doing anything illegal.

Hey there Kalneil,

Thanks for that. I think they are saying that this item:
http://www.scan.co.uk/products/gyrat...oard-and-mouse

Is not the same as the one I bought but it is pretty much identical - even down to the design.
Yeah I thought even if that case goodwill would come into it.. They seem to not want to help.
I thought that if in warranty they would be obliged to replace with an equivalent unit.

Feeling very let down.

The warranty is with Gyration though isn't it who do offer a replacement, so I'd think Scan should have to follow this as well?

[Blitzen]

Lesson
Buy from Logitech and directly RMA with them.
They stand out from the crowd.

[kalniel]

The warranty is with Gyration though isn't it who do offer a replacement, so I'd think Scan should have to follow this as well?

Nope - SCAN are under no obligation to follow someone else's warranty. You have two things - sales of goods act mandates that goods should be fit for purpose (regardless of any supplied warranty). If they're provably not, then you return them to the retailer for repair, replacement or refund. Might be worth checking that for wording regarding when they have to replace and when they can refund.

The warranty from Gyration is basically a separate service you've bought with the item - that's a contract of sorts with Gyration only (not SCAN) if they're the ones providing the warranty, so deal with them directly - unless they have an agreement with SCAN for SCAN to carry out warranty functions on their behalf.

The two are not mutually exclusive - if the sales of good act terms are more favourable to you then use them.

[SlingShot]

Lesson
Buy from Logitech and directly RMA with them.
They stand out from the crowd.

LOL.. Yeah i've heard great stuff about Logitech customer service.

Just love the design and functionality of the Gyration units.

Im just paranoid now about what a warranty really means. I still think that if an item fails within the warranty period and there is an equivalent item on sale (which there is in this case) it should be replaced with it..

Am I totally wrong here or what..

[SlingShot]

Nope - SCAN are under no obligation to follow someone else's warranty. You have two things - sales of goods act mandates that goods should be fit for purpose (regardless of any supplied warranty). If they're provably not, then you return them to the retailer for repair, replacement or refund. Might be worth checking that for wording regarding when they have to replace and when they can refund.

The warranty from Gyration is basically a separate service you've bought with the item - that's a contract of sorts with Gyration only (not SCAN) if they're the ones providing the warranty, so deal with them directly - unless they have an agreement with SCAN for SCAN to carry out warranty functions on their behalf.

The two are not mutually exclusive - if the sales of good act terms are more favourable to you then use them.

Thanks Kalniel.

When this happened I went to the Gyration site, checked the warranty and it told me to contact the reseller to make the warranty return.

So the only route was to send to Scan. I believe Scan sent the item back to Gyration but I'm not sure what came of it. I was just told they could not repair or replace it.

All a bit bizarre as it really does put into question the value of any warranty.

[Lucio]

All a bit bizarre as it really does put into question the value of any warranty.

Warranty's are always questionable, it's a gamble, in some cases they pay out in terms of money and time saved, in others you loose out.

As the others have said, Scan's policy sounds to be "letter of the law" from the way you've described it. Perhaps a little surprising given my positive experiences with them, but nothing dodgy.

[Butcher]

Im just paranoid now about what a warranty really means. I still think that if an item fails within the warranty period and there is an equivalent item on sale (which there is in this case) it should be replaced with it..

The sale of goods act allows them to replace or refund at their discretion. If you're getting your money back, what's the problem? People usually want a refund and get palmed off with a replacement not the other way round...

[MadduckUK]

The sale of goods act allows them to replace or refund at their discretion. If you're getting your money back, what's the problem? People usually want a refund and get palmed off with a replacement not the other way round...

are refusing to replace the item and only offering to give me a refund of £14+VAT

that?

[jimbouk]

Lesson
Buy from Logitech and directly RMA with them.
They stand out from the crowd.

Lesson 2, pick your e-tailer carefully

[Butcher]

I'd assume they're knocking off part of the price as only the mouse is faulty, and a bit more for the item being almost 2 years old. That's all legal under the SoG - if you purchased additional warranty you'd have to check your T&C, otherwise you might struggle to get much out of them.

[Kumagoro]

Did it originally cost as much as the newer model? if so then 14+vat is taking the yellow stuff.
How much can you get them for second hand? I would expect at least that much.

[Ferral]

Scan are one of the best etailers out there.

Kalniel has hit the nail on the head with :

"However if they don't have the same part, then giving you a refund based on market value taking account the usage you've had out of the part is well within their rights, even if many other companies would go significantly further out of goodwill. That SCAN don't seem to offer as much goodwill as other companies is just something you have to take into account when buying from them (but presumably it helps keep their prices so low in the first place, so what goes around comes around I guess). But they're not doing anything illegal."

I would dig out your receipt, if you havnt got it see if Scan can find it on their side and email it to you. Then give the manufacturer a shout and they will be able to sort the rest of it for you with time being left on the warranty.

With most electrical stuff the first year of a warranty is back to base / place of purchase, then for the remainder of the warranty you take it up with the manufacturer. Scan are good with this though, if you are just over the 12 month period they generally try and help you out (They did with me and a knackered graphics card which was a 2 year warranty 14 months in). But being close to end of warranty it is best to deal with the manufacturer as Scan couldnt reasonably replace the part.

[this_is_gav]

Lesson
Buy from Logitech and directly RMA with them.
They stand out from the crowd.

I didn't buy from Logitech, but I agree.

My old MX Revolution stopped charging last week, so I contacted them asking if I could have or buy a replacement charger (I knew the battery was fine as I'd replaced it with one from the G7, which is identical).

Now I know the MX Revo charging issues are well known and apparently there is a fairly easy fix, I still thought I'd try Logitech first. After asking me to try various things (cleaning the contacts and such) he got bored and said he'd just ship out a replacement... but they don't make the MX Revolution any longer, so he sent me out the more expensive replacement - the Performance MX.

Keeping in mind my mouse was outside of warranty and I didn't have an invoice (as it was bought 2nd hand from these forums) that's some top notch support. They didn't ask for the MX Revolution back and didn't even ask for any photos of the old mouse smashed up or damaged (as they used to do - which was epic in itself!)

Logitech support are awesome.

[Andeh13]

Logitech support are awesome.

Well said same experience here, their customer service is just beyond brilliant! I cant rate them highly enough. Pay the extra get the Logitech equivalent and the peace of mind that comes along with it!