News - SCAN launches innovative component installation insurance

[how1]

After speaking with Senior Management this option is going to remain Opt-out for the time being at least anyway, it is very clear and the opt out is step 1 of the order process and completed in 2 easy clicks, it is also displayed under a very big and very clear heading.

Can i just add that even experienced users have accidents, trust me, currently rejections take place for all scopes of customer ranges including the exceptionally experienced and for the cost of this policy even myself as an experienced builder for friends and family would ABSOLUTELY take out this policy and i'm not just saying that because i work for Scan, I am being genuinely honest, I will absolutely purchase Scansure with all my future orders.

Wesley

I think that is a bad move by Scan. Having an Opt-in would be much better. What happens if someone lets the opt-out go without realising it and they ring up complaining about that. Will they get thier money back?

[pauldarkside]

Will they get thier money back?

According to the terms and conditions, the insurance is non-refundable and doesn't have or require a cooling off period. I guess if you buy it by mistake, you're stuck with it.

[Funkstar]

After speaking with Senior Management this option is going to remain Opt-out for the time being at least anyway, it is very clear and the opt out is step 1 of the order process and completed in 2 easy clicks, it is also displayed under a very big and very clear heading.

Well I have to say, I'm very disappointed.

Never mind the comparison of Tesco adding a pint of milk to your shopping, it's like the large electronic warehouses pushing or adding extended warranties on by default.

[tickedon]

According to the terms and conditions, the insurance is non-refundable and doesn't have or require a cooling off period. I guess if you buy it by mistake, you're stuck with it.

I'm curious how they can get away with that. My understanding is insurance is legally required to have a 14 day cooling off period?

[Saracen]

I'm curious how they can get away with that. My understanding is insurance is legally required to have a 14 day cooling off period?

Most do, but there are exceptions to FSA rules in relation to short-term policies. If you think about it, if you could cancel a 28 day policy after 14 days, there'd be little point in having it. For most normal policies, the duration is going to be a year. If you use that 14-day cancellation then normally, as I understand it, you'd get a pro-rata refund of the premium paid, excluding those days for which cover had already been in effect.

With a policy like this, though, a 14-day cancellation period would probably make it not commercially viable, because it's obvious what would happen ..... people would buy it, do the installation in the first few days, then cancel and expect a pro-rata refund. So its obvious you can't allow cancellation after the event being insured against has completed.

There is a way that could get round that, which would be to say that the policy can be canceled for up to 14-days, or unless cover has commenced which, as I understand it, occurs on delivery. The problem there is that if I order on Monday, and Scan deliver on Tuesday, the cancellation would not be possible from then.

Further, canceling is going to require a degree of administration. It might be practical to pay the costs of that administration on an annual household or motor policy where the premiums might be anything from a couple of hundred pounds to a thousand or more, but it's not really practical on the sort of micro-policy we're talking about with this.

So, in relation to a policy of a duration under 30 days, that 14-day cooling of period isn't mandatory, and for a low-value policy like this, I can't imagine it'd be practical either.

For it to be workable, I think it has to be non-refundable and, as far as I'm aware, that's within FSA rules for a short-term policy. But it's the fact that it non-refundable that makes an opt-out method so disgraceful a way to market it, in my opinion.

[Rebel]

I actually think this whole thread makes things a great deal clearer as to what to purchase and from whom to purchase it from.

I have until recently been a regular customer of Ebuyer and, on the whole received excellent service, I recently placed my first order with Scan (in January I believe) it was only for a smallish amount of a couple of hundred pounds as I decided the Graphics card I wanted might be better purchased elsewhere as would the raid card and other components (I was looking at one of the cards where Scan have decided to return all faulty cards to the manufacturers rather than handle the warranty claim the way everyone else does)

Anyway I bought the majority of my bits from Ebuyer and to be honest I will be taking this thread and the replies I have read into account before placing any orders in the future.

[Funkstar]

Just when you thought this thread had slipped away and been forgotten about

I've just come across another issue I have with this insurance. It applies to a whole order or not at all.

So what if I want to buy a kick as graphics card and a 24" monitor. Now, I might decide I want insurance on the graphics card, it is an XFX after all (only joking!), but really, I'm perfectly capable to hooking up a monitor. So either I pay for insurance on both items, or I make two orders. If I wasn't a Hexus regular, that would mean two lots of shipping, so whether I want the insurance on the monitor or not, it's going to cost me more than it did two weeks ago.

This is akin to forcing all four passengers in a party to pay for a checked bag, just because one person has too much luggage to go hand carry only.

This is also something that needs addressed, regardless of the whether it is an opt-in or opt-out service.

I'd appreciate some thoughts on this.

[wesleyaldred]

Just when you thought this thread had slipped away and been forgotten about

I've just come across another issue I have with this insurance. It applies to a whole order or not at all.

So what if I want to buy a kick as graphics card and a 24" monitor. Now, I might decide I want insurance on the graphics card, it is an XFX after all (only joking!), but really, I'm perfectly capable to hooking up a monitor. So either I pay for insurance on both items, or I make two orders. If I wasn't a Hexus regular, that would mean two lots of shipping, so whether I want the insurance on the monitor or not, it's going to cost me more than it did two weeks ago.

This is akin to forcing all four passengers in a party to pay for a checked bag, just because one person has too much luggage to go hand carry only.

This is also something that needs addressed, regardless of the whether it is an opt-in or opt-out service.

I'd appreciate some thoughts on this.

This is a very valid point and one i had already thought about and am going to discuss with senior management, i think the problem is finding a way of making it easy to select scansure with each item individually but without making the whole process too complicated.

Wesley

[Funkstar]

This is a very valid point and one i had already thought about and am going to discuss with senior management, i think the problem is finding a way of making it easy to select scansure with each item individually but without making the whole process too complicated.

Wesley

How about just a checkbox next to each item when you hit the first page of the checkout?

If management are still insisting on having this opt-out, then have all the checkboxes selected.

[Saracen]

How about just a checkbox next to each item when you hit the first page of the checkout?

If management are still insisting on having this opt-out, then have all the checkboxes selected.

If you do that, I'd strongly urge an overall opt-out to turn to off completely is retained.

If some people don't like being opted in at all, they're going to be even less happy about having to remember to opt out for every item individually by unticking loads of boxes.

[Chris P]

Senior Management has confirmed Scansure will continue as an Opt out option, it is prominently advertised and easy to Opt out.

If a customer chooses to opt out, then their choice should be remembered when placing their next order, so a customer does not have to Opt out every time they order or on the other hand they can opt back in if they wish to take Scansure insurance.

In addition the Scansure policy will stay is per basket policy basis with no options created to select individual components to be insured.

Regards

[PeterStoba]

Senior Management has confirmed Scansure will continue as an Opt out option, it is prominently advertised and easy to Opt out.

In addition the Scansure policy will stay is per basket policy basis with no options created to select individual components to be insured.

Regards

bye bye scan

[GoNz0]

i phoned my order through yesterday and never even got asked if i wanted it. then again chris knew it was me.

[tickedon]

Senior Management has confirmed Scansure will continue as an Opt out option, it is prominently advertised and easy to Opt out.

If a customer chooses to opt out, then their choice should be remembered when placing their next order, so a customer does not have to Opt out every time they order or on the other hand they can opt back in if they wish to take Scansure insurance.

In addition the Scansure policy will stay is per basket policy basis with no options created to select individual components to be insured.

Regards

http://www.scan.co.uk/Products/24M-B...RT-Video-Cable - it's a scart cable. Why should I have to pay for Scansure on that if I want to get a graphics card in the same order. As a Hexus member, I get free carriage if I spend over £20 - so what will I do? Two orders? No - I'll simply not buy one of those nice high-margin Belkin cables from you, and go elsewhere for that.

This thread started off as something that Scan could have gotten *great* publicity from by acting on the feedback from Hexus members (most of us love Scan). Instead, it's become ridiculous and a PR nightmare imho.

As I said before, this is the type of product I'd buy for peace of mind. But I think you might be underestimating how much the sales "tactics" and "attitude" of the Scan management to feedback can rile your customers.

[Platinum]

This thread seems a big deal over not much tbh, it seems a good idea overall and it is well displayed when you go to finalise your order, check one box and its gone simple no?
TBH I think Scan have come up with a winner here, most of the people that buy it wont need to use it, free money for Scan.
If I ran a hardware retailer I would be kicking myself that I hadnt thought of it first.

[MadduckUK]

fao scan, there has been a lot of bad news in this thread - but at least tell us that you will be using the money you make off the people who don't know any better to drive down prices?

im sure if we saw a drop in prices and all we needed to do was opt out we would not complain