Refunds/RMA - this is how it is done.

[JamieH]

In all fairness to Scan they have been pretty good with me. I have had two RMAs with them:

1 - WD Caviar Black 1TB hard drive which I thought was kaput but it turned out to be my SATA controller on the MOBO that was shafted. (WD HDD still working to this day)

2 - Seagate 500GB 2.5" hard drive which made a lovely ticking noise and wouldn't work after a week. Credited back to my account all within 1 week of the process.

So for me I can't really complain.

[peterb]

I personally haven't had bad RMA experiences with Scan, but I have had better from other suppliers, notably Amazon, who have (IMHO) got it down to near perfection. Least good was CCL, who told me that a WD drive I returned was "tested no fault found". The changed their stance when I told them to test again, sending them the S.M.A.R.T output I had gathered before sending it back and directing them to the (many) faulty sectors. (I think it had been damaged in transit, very poorly packede, which is why I either buy drives in a shop, or only from Scan, who do package them properly)

Other e-tailers that I have had good RMA/CS include Dabs and PC World (business), although in each of these cases it is a sample of one instance.

[Zak33]

In IT, Scan sort me out every time, never had an issue .. but in other arena's I'd say Kenwood (Chef), Aqualisa(showers and taps) and Ideal Standard (bathroom stuff) are all excellent.

Buy something, need help or find part missing (not their fault.. my stupid builder) and one in the post day after for free.

[Jonatron]

It's nice to hear of good experiences with RMAs. Once I had a new PSU blow up and take out a bunch of new components, and ebuyer replaced them all with no quibble, although this was ages ago, and I haven't used them recently.

[Phage]

In IT, Scan sort me out every time, never had an issue .. but in other arena's I'd say Kenwood (Chef), Aqualisa(showers and taps) and Ideal Standard (bathroom stuff) are all excellent.

Buy something, need help or find part missing (not their fault.. my stupid builder) and one in the post day after for free.

Ditto Bosch with a broken handle on my dishwasher. Turned up next day - no hassle at all.

[Behemoth]

One of my "troublesome" RMAs was a graphic card too - it cost me a pretty penny but also a lot of stress and aggravation. Scan were always excellent on the sales/shipping side but the RMA process.. ridiculous. We live and learn I suppose!

They seemed to believe it wasn't faulty when I tried in three different systems with exactly the same fault, I even bought a new power supply as was told that was to blame but it wasn't. I finally got them to accept it back and give a refund, but the retained their no fault found fee, even ehwn I know that card was fault. It took them 3 weeks to process my refund.

Odd then when I bought a different card from another retailer I had no such issues.

[dangel]

They seemed to believe it wasn't faulty when I tried in three different systems with exactly the same fault, I even bought a new power supply as was told that was to blame but it wasn't. I finally got them to accept it back and give a refund, but the retained their no fault found fee, even ehwn I know that card was fault. It took them 3 weeks to process my refund.

Odd then when I bought a different card from another retailer I had no such issues.

Almost exactly my own story - and yes I also ended up buying a new PSU (which obviously didn't help). Tooks weeks, cost a fortune - so much for scan service.

[Behemoth]

Almost exactly my own story - and yes I also ended up buying a new PSU (which obviously didn't help). Tooks weeks, cost a fortune - so much for scan service.

Pitty really as the other stuff I've had from them was no trouble at all.

[AlexGTR]

Always good to know.

Logitech have always been awesome when it comes to customer service.

[j.o.s.h.1408]

yea i been hearing some horror stories about scan lately

[KaKTy3]

Our place deals with a lot of financial transactions, and unless you're using a poor payment processing service, refunds shouldn't take any longer than a few hours for a debit card, and credit cards only marginally longer. I don't know how some of these "7 day refund" places get away with it.

Of course, it has nothing to do with the 'processing time', and everything with the working capital cycle. As a consumer, I dislike it, but as a business person, I encourage it. Ze paradox

[iamlorro]

Thankfully never had to RMA any IT stuff - hope that this continues after reading some of the horror services other people have had!

I'll second Aqualisa being good- had an engineer out shortly after a shower problem. He couldn't fix it due to another plumbing issue, but he narrowed down the fault (clogged pipe) when he could have just left as it wasn't the shower unit to blame.

Bosch and John Lewis let me down recently. I ordered a fridge freezer online. It came without a problem... but when we turned it on, the internal temperature didn't go down at all in several hours. Rang up about it, and I was advised to leave it on for 24hrs, but it made no difference. They wanted a week to sort out a replacement! My sob story: "I'm in a new house, with a 1 week baby - you think I can wait?!" made no difference... this was after being on hold waiting and hearing an advert for next day delivery!

...Anyway, it took them 3 weeks to collect it, and it's been another week before I've had the refund processed (still waiting for the money to get back to my account though).