Is this acceptable?

[AD-15]

Grey M@a



Followed up with a timeline to show how communication response times were not lacked as stated by AD-15, funnily enough there was no reply to this information....

Actually, I did read it and used it to help me remember dates etc (it has been nearly two months after all, my memory isn't great ).

I don't see anything that contradicts what I claimed, apart from the re-test date (RMA tracker shows 25th May for the re-test, not the 24th, and I wasn't notified until the 26th anyway, after posting on your sub-forum). Even 8 days is excessive though, when I was told it would take 24 hours. That, and the re-stock request date. I requested it on the 26th, not the 28th, and was supposed to get an answer on whether it would be possible on the 27th.

The important thing your admirably concise timeline does not show however is the countless attempts at communication I made (all by OLQ, which, again, is the method Scan CS agents have told me is preferred) that were ignored.

[Chris P]

AD-15

Yes the timeline does show the e-mails you send in reply as well, which is stated clearly in the timeline, non of your e-mails have been ignored and all were replied to as the timeline shows.

[AD-15]

We can write essays stating legal terms and make up occurances but we prefer to state facts and get to the point, it may seem harsh but either way the outcome will be the same.

I assure you nothing I wrote did I "make up", nor would I ever have the intention to do so. I'd be more than happy to post copies of emails sent to Scan or their responses, if the person I was in contact with is happy for that to take place, in case you would prefer proof.

AD-15

Yes the timeline does show the e-mails you send in reply as well, which is stated clearly in the timeline, non of your e-mails have been ignored and all were replied to as the timeline shows.

I have to say that is totally untrue. There were plenty of emails sent in to Scan, that have not been responded to. The response times you noted are accurate, save the two mistakes I pointed out, but there were plenty of emails I sent in that were completely ignored and I had to follow up either on here or on the phone. So yes, the timeline you posted is not complete. Like I said above, I'd be more than happy to post proof. Many of the emails that were ignored were sent in using your online webform, so I have no proof they were sent to you, but a few were sent straight from my own email and I still therefore have copies of these, so I could post these.

[Bunjiweb]

I personally think this thread has gone far too far and none of this should really be being discussed on a public forum - This is a matter for Scan and AD-15 to resolve themslves....

It's starting to make Scan look a little patronising, and make AD-15 look a little.... well, neurotic?

Both sides obviously have phone numbers or email addresses, why not use them?

Ben

[Chris P]

I have to say that is totally untrue. There were plenty of emails sent in to Scan, that have not been responded to.

You can send them over to me via PM.

Best Regards

[Chris P]

Both sides obviously have phone numbers or email addresses, why not use them?

I would say because AD-15 believes that e-mails were ignored, a comment which was made here in a public forum, so we are replying publicly. I can't see any e-mails, which were ignored but AD-15 is going to send these to me so we can look into it.

Regards

[peterb]

I personally think this thread has gone far too far and none of this should really be being discussed on a public forum - This is a matter for Scan and AD-15 to resolve themslves....

Snip--->

Ben

I would agree, but as AD-15 has chosen to go public, and Scan have chosen to publicly reply, I have little option but to leave the thread open unless both sides agree that it should be closed - which they may do by posting here, or by PM.

It is unfortunate that this has become public, and although I can perhaps see why it has, I am sure there is scope for some private negotiation so that both parties can come to an amicable agreement.

[AD-15]

Both sides obviously have phone numbers or email addresses, why not use them?

Ben

Because complaining by email has gotten me absolutely no where. As I mentioned in my post, Scan continually ignored my complaints about the CS issues.

You can send them over to me via PM.

Best Regards

"Chris P has chosen not to receive private messages or may not be allowed to receive private messages. Therefore you may not send your message to him/her.

If you are trying to send this message to multiple recipients, remove Chris P from the recipient list and send the message again."

[Chris P]

AD-15

Sorry, back on now ( I switched it off when I was on Holiday ).

Regards

[Bunjiweb]

Well I hope both sides resolve the situation, but sometimes a retail has to take a customer's issues on face value - I think charging £35 for testing and return is a little steep personally!

Don't get me wrong, i'm a long time Scan customer and happily recommend them to friends and family, but unfortunately I don't agree with charges such as this being made within the guarantee period!

I hope the PMs find there way though rather than prolonging this ongoing public saga....

[MadduckUK]

I hope the PMs find there way though rather than prolonging this ongoing public saga....

i hope this public saga is prolonged for as long as possible. I know peterb is itching like a sack of herpes to lock it.

[Blitzen]

AD-15

Thank You for your posts, we will not be waiving the fee's in this instance for you, nor would we be offering a refund on the not faulty card. Also, you did not make any rejection inline with DSR's so you cannot seek that as an option now, whilst Saracen's points are correct re. Packaging inline with DSR's they are of no relevance to yourself in this instance.


Wesley

Scan always profess fo be NUMBER 1 in customer care, and this post makes a mockery of that claim.

It's one of the least professional, and frankly arrogant business responses i have read here, and I am amazed that if the Scan bosses have read it, they are happy to let it go.

I sincerely hope you lose business due to this awful attempt at a response. A manager should know better.

[GoNz0]

its the bosses that don't really give the toss, this attitude filters down the line as the staff know they can get away with it. the more you complain the more arrogant they become.

end of the day the typical lock it, ban him from scans forums, edit it, brush it under the carpet does not apply when the post is out the reach of scans usual moderating powers.

[Russ]

We can write essays stating legal terms and make up occurances but we prefer to state facts

Jesus H Christ. What a comment.

[Chris P]

Complaints and praise come out publicly, we would rather know, than not... so we prefer it this way but then we also respond publicly at every level.

The sensationalistic theme of posting in a forum to flame and then being expected to leave these comments and take it privately, but in the same breath, were told " we brush it under the carpet ", but what about the other users reading the thread, who won't see the full facts brought to light through our responses... Also understand why INDIVIDUAL POSTS may be removed IE: Racism, swearing. We've had it all! Also understand this does not mean the entire issue IE the thread is being hidden/ignored/removed....It’s true we sometime removed full threads but also understand HEXUS isn’t the only communication method available, the world isn’t HEXUS and in nearly all cases the issue has also been/being dealt with via our support system and the re-iterated here…

Back on track.... The e-mails sent to me, which were said not to have been replied to, but in the same sentence a date provided when the reply was sent, is confusing... To re-iterate, a reply was sent and also notification via the automated e-mails of when the card was returned to the customer, in addition to the on line RMA system also being update, so the comment of a lack of communication and continuously ignoring e-mails has no basis what so ever.

DING, DONG: Next stop!, everyone disembark the band wagon !

Thanks

[peterb]

i hope this public saga is prolonged for as long as possible. I know peterb is itching like a sack of herpes to lock it.

And flaming/thread trashing will be the surest way of ensuring that that itch gets scratched. The same rules about constructive posting apply whoever is posting.