News - SCAN launches innovative component installation insurance

[Lucio]

Well, only one way to find out if an "opt out" policy is really fair and legal, especially as it's non-refundable.

*wanders off to contact the FSA*

[peterb]

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

I suppose there is some logic there - if you are nervous about your ability to install one thing without breaking it, then you would probably want it on all components. I see that some items aren't eligible for scansure anyway, so if you bought a mixed basket, you wouldn't pay the scansure premium on the items that aren't eligible ... would you?

[tickedon]

I suppose there is some logic there - if you are nervous about your aility to install one thing without greaking it, then you would probaly want it on all components. I see that some items aren't eligible for scansure anyway, so if you bought a mixed basket, you wouldn't pay the scansure premium on the items that aren't eligible ... would you?

No. But you'd still end up paying it on items like the Scart cable I highlighted. There are a whole bunch of items where it's simply not needed, yet offered, with no way to remove.

[tickedon]

Well, only one way to find out if an "opt out" policy is really fair and legal, especially as it's non-refundable.

*wanders off to contact the FSA*

Seems like a good idea.

I found this article from January, http://www.guardian.co.uk/money/2009...liday-packages, and while its specifically on travel insurance I wouldn't be surprised if the provisions will be more general. The EU really hates this kind of thing

The EU directive the article mentions (that's awaiting ratification) is reported on in more detail at http://www.eubusiness.com/Consumer/c...r-rights-guide - I find this bit most interesting:

4. A new ban on default pre-ticked opt-in boxes.

There is new protection to crack down on default options which are being increasingly used deny consumers a real choice. All pre-ticked box which apply to payments are banned – for example, for travel insurance, priority boarding and baggage. Consumes have to expressly consent to such additional payments by for example ticking a consent box. Under the new rules consumers, for the first time, have a right to be reimbursed any the sums unduly paid using these default options.

It would appear ScanSure's "opt out" days are numbered (ok, it might take a couple of years, but still!).

(original source: http://ec.europa.eu/consumers/rights..._DIRECTIVE.pdf - section 47)

[Platinum]

I put a few items in a test basked and only got one insure that insured the entire basket, whats the problem?

[Saracen]

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.

Exactly the same argument can be used the other way round. As it's "well displayed" and it's simply ticking one box, it's no problem having it defaulted off and letting people that want it tick the box, rather than presuming people want it. However easy it is to opt out, it's exactly as easy to opt in .... and less presumptuous.

[Saracen]

.....

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.

....

If the opt out is remembered via cookie, as was also said earlier (though I don't remember by whom), then it isn't remembered if you use a different PC, and many people do use different PCs. For instance, home, office and laptop. An individual also might well not be the only person using a given machine. Unless you're using individual logins, what's "remembered" might change because of someone else's activity. It also isn't remembered if you use a different browser, and I use three (IE, Firefox and Opera) on this machine, for different things. It isn't remembered if you have privacy software cleaning up your browsing traces (unless you hunt down the relevant cookie and exclude it), and it isn't remembered if you reinstall the OS.

[moogle]

I put a few items in a test basked and only got one insure that insured the entire basket, whats the problem?

That some customers might not want to pay extra to insure an item that they are not worried about damaging/having to use the policy to claim on?

I can only think of one reason why senior management would want to keep this on (keeping it as opt-out), and that is because if they didn't no one would add it to their basket/notice it and they'd make no profit on it

[this_is_gav]

I can only think of one reason why senior management would want to keep this on (keeping it as opt-out), and that is because if they didn't no one would add it to their basket/notice it and they'd make no profit on it

Exactly. This isn't something for the customers, as very few would use it. It's purely a money-making move, otherwise they'd have it opt-in.

No beating about the bush - it's just the way it is, and everyone knows it - Scan representatives included.

I wouldn't care, but if this was planned and executed properly with some decent, well displayed info and then pushed, it would have been used a lot more, and without all this poor publicity. As it is, it's been a PR disaster, leaving quite a bad taste in many mouths by the looks of it.

[pauldarkside]

As it is, it's been a PR disaster, leaving quite a bad taste in many mouths by the looks of it.

That is precisely what I thought as soon as I started reading some of the responses from Scan. I would have thought that if a company were replying publicly to customer comments, they'd at least ensure they did so in a respectful manner.

It strikes me that the management made their decision long before this thread even started and quite frankly, I don't believe anyone's really listening. Perhaps they'll be proven right, I doubt it though.

[SlingShot]

What a great thread! I was hoping I could find something discussing ScanSure.

Well Scan have just lost a customer. I placed my first order with Scan on Friday after looking at a number of other retailers. I eventually decided to order my new Gyration keyboard and mouse from Scan due to the good reputation and quality site design. Shipping wasn't too bad either.

Now, I had a number of sites open at the checkout page when I was comparing so I was focusing on the key elements of *most* e-commerce sites: price and shipping. Scan's checkout page seems long and convoluted - very busy. I totally missed the whole ScanSure part as I was scanning down to find the shipping charge (which was my primary focus).

Once I had made my order decision, I moved to the final step and placed my order. It was only at the point of receiving my order e-mail that I saw I'd be charged extra for ScanSure insurance.

Firstly, why would I really want installation insurance on a keyboard and mouse? Secondly, why was I automatically opted in to this insurance?

I am gob smacked that Scan have implemented an 'opt out' on the insurance rather than the standard good business practice of giving the customer the choice to opt in.

The whole checkout process could be improved dramatically by breaking it down into multiple steps - one per page. This way the customers attention is focused on each specific question (Would you like to add ScanSure insurance to your order? What shipping option do you require).
I know I could have scrutinised the checkout options better and double checked the order summary but I never have any problems with other online IT suppliers.

Automatically opting the customer in feels like - as other users have stated - a money making scheme pure and simple. After making my 'mistake' I contacted support to ask for a refund but have been told they won't refund it. The e-mail I got back from Scan has essentially inferred that I'm an idiot for not seeing the ScanSure option - great business ethos there.
So any customer who makes this mistake has to live with it and Scan pocket the insurance fee.. hmmmm..

Basic usability design would suggest that a user should not be able to easily make a mistake like this. Surely the default position should be to present the user with an easy to follow interface which prompts them to make choices (with everything clearly laid out), without anything being automatically selected.
I've been doing professional web programming for over 12 years and I've never built an interface that works in this way.

Anyway I don't want to rant on about this but I did want to express my opinion on it. After the e-mail from support this morning I've been feeling disappointed with Scan's service and quite frankly very angry.

I will be continuing to order from Ebuyer in future who have a very clear and easy order process without any default 'extras' being added in.
I have to admit that it feels a little like Scan feel that due to their size they don't have to worry about what some of their customers think or if they lose some of them..

In this business 'trust' is a huge factor.. That and knowing you are fully supported should something go wrong. To be honest, I've had better service from E-Bay sellers in this regard.

Great forum by the way..

[how1]

Definitely a money making scheme by Scan. Look at the posts above CP, everyone thinks the same.

Plus you have at least 'One' customer, above, who didn't realise about the opt-in con that Scan have implemented. Looks like you will be losing customers on this.

Might be a good idea if you could let senior management look at this thread. I know you said they have but i seriously don't believe that. I think you have made decisions yourself and not looked for senior advice.

Might be a good idea if everyone on these forums wrote direct to Scan about this issue rather than hoping a Scan rep will help out as that would seem the only way to get senior management involved.

[shaithis]

Considering the backlash here and the managements decision to not change it, combined with the current economic climate and the scan free delivery.....my cynical side tells me that they probably want less "Hexus" customers (less free shipping) and they are happy to offset that against the money they make by having the insurance as "opt out".

I guess eBuyer and Novatech will be seeing a good upturn in trade based on this.

[tickedon]

Considering the backlash here and the managements decision to not change it, combined with the current economic climate and the scan free delivery.....my cynical side tells me that they probably want less "Hexus" customers (less free shipping) and they are happy to offset that against the money they make by having the insurance as "opt out".

I guess eBuyer and Novatech will be seeing a good upturn in trade based on this.

Novatech especially - some of their deals recently have been great

Also, CP - there's your first unhappy customer I guess 10 days isn't too bad.

Great forum by the way..

Most certainly is - stick around!

[Rebel]

TBH I find it difficult to argue with the opinions/comments in the last 3 or 4 posts and will take the appropriate action with my money.

Though I have to wonder how much this could cost Scan after all either you take insurance on everything or nothing so the answer seems to be two or more separate orders (as long as they are more than £20 to get free delivery) if you need this insurance.

[Gordy]

As a long term fairly heavy scan customer, I'm very dissapointed by the changes to their website of late.

The new design is cluttered and a mess. The scan sure rubbish has made things even worse. Add to that the Opt out nature of the system and I'm questioning whether the thousands I spend with scan would be better spent elsewhere.