Forced to accept a refund worth less than a 2nd hand card

[alex98uk]

Well, I must say i've bought a fair chunk of stuff from Scan and this is the first time i've ever had any real trouble.

TL;DR version:

Paid £164 for graphics card, 1 year Scan warranty and registered within 30 days for XFX's lifetime warranty.

Card confirmed broke by XFX

Refunded £80 + VAT. Enough to just about afford a plain 4870 on eBay but without any warranty or security.


I bought a XFX 4870 1GB XXX in May this year. It goes faulty at the start of December so I send it back to Scan, who in turn, send it back to XFX.

XFX take 20 days to find they can't repair and admit it is faulty. Scan offers me £80 + VAT refund...

Well, I paid £170. The cost of a new 4870 on their site is £130. So, I have been left with no graphics card and not enough to even buy a similar spec model (actually lower given the XFX was pre-overclocked).

I was told to go get one off eBay, but this leaves me with no retailer or manufacturer warranty which I had with my existing card. I registered my 4870 within 30 days to claim a lifetime warranty, but buying a card from eBay would make this null and void.

Basically, I haven't got far. Exchanged emails with the returns manager "Wesley" who was quite stubborn and insisted that writing a letter to them would be a "fruitless" exercise. I also talked to a supervisor on the phone who told me to get a 2nd hand card from eBay, far from ideal given that I paid for a lifetime warranty and graphics card.

I have a full log of emails should anyone be excited, but, generally, your thoughts on this treatment?

[uncle bob]

Personaly, I think that's very shabby treatment, both by Scan and XFX. So much for XFX's lifetime warranty then?

I'd be asking for a full refund if it was me - I'd also suggest you have a chat with your local trading standards

good luck

[alex98uk]

I've already lodged a complaint with trading standards who are awaiting a response to my letter I shall send tomorrow. If I have no luck, they said they will look into it as the warranty was advertised as a feature of the product and the compensation I have received did not cover this.

I went through this whole process a few years ago with overclockers.co.uk and they finally paid up when I sent a letter. I just kind of hoped that given Scan's supposedly great customer service (which I admit when i've used it in the past, has been very, very good), we could have come to an amicable agreement.

[razer121]

hm...that does seem a little illegal to me...surly something is not right here!! whats going on scan.....? if i was in your shoes id be kicking of a BIG stink....id be on the phone to trading standerds in an instant and be speaking with my local CAB....thats well out of order

[alex98uk]

Yup, I tried to sort this out without bringing in Trading Standards, but, things have come to a grinding halt.

Wesley was the returns manager I was dealing with (in fact I believe he wanders around these parts from time to time!). He told me that nothing was going to change as he had made up his mind and that writing an official letter would be a "fruitless" exercise.

None the less, I have been told to write one anyway for documentation should I need to take this to court.

[Funkstar]

Can I just remind people about the rules in this part of the Scan forum:
SCAN AFTERSALES SUPPORT GUIDLELINES. PLEASE READ

- Opening Poster and Scan Members ONLY to post in each thread (occasional Mod intevention excepted)

(yes I know I've broken this as well, and mods are free to delete my post while clearing things up)

[alex98uk]

True, but it's always nice to know i'm not being unreasonable.

[Wizbit]

taken from the www DOT adviceguide.org.uk/index/c_buying_over_the_internet.pdf website (place a . and remove the word DOT)

"Replacement or repair

If the goods are faulty and you return them promptly you don't have to agree to a replacement or repair. If you have had the goods some time before you notice the fault, you would normally have lost your right to a refund and would be entitled to have the goods replaced or repaired. The repair should be carried out within a reasonable time and restore the goods to a satisfactory condition. If the goods cannot be replaced or repaired, you would be entitled to a refund or the cost of buying the goods elsewhere. If you have had the goods some time, the seller may be entitled to offer you less than the purchase price to take into account the use you have had from them."

They should replace if they can't repair

Hope this might helps

[alex98uk]

Thank you for the advice.

[dave87]

If you have had the goods some time, the seller may be entitled to offer you less than the purchase price to take into account the use you have had from them.

That is the key part of the quote.

And as Funkstar says, please leave the aftersales section for Scan/Customer/Mods/Admins please. There are plenty of other relevant sub-forums on here to facilitate such discussion. Fankoo

[alex98uk]

That is the key part of the quote.

And as Funkstar says, please leave the aftersales section for Scan/Customer/Mods/Admins please. There are plenty of other relevant sub-forums on here to facilitate such discussion. Fankoo

I understand this. However, I just don't understand why I should be out of pocket here.

** I had a 4870 with a lifetime XFX warranty and what was left of the 1 year warranty with Scan

Now, through no fault of my own, I might be left with

** A second hand 4870 with no warranty or guarantee.

Like, seriously, how the hell is that fair?

[dave87]

Whilst I said they are allowed to, I left my personal feelings at the door. I would personally be equally irritated, but that is not the matter at hand...

[alex98uk]

Aye, I am peeved. I just wish they'd settle and not wait for me to start sending letters and perhaps summon them to small claims. The first guy I actually talked to at Scan on the phone said he completely understood my point of view and that I should contact management about it.

[brattmfc]

seems unfair to me, but as far as the law goes scan wont have anything to worry about.

"If you have had the goods some time, the seller may be entitled to offer you less than the purchase price to take into account the use you have had from them."

looks like they have offerd you %50 of the price paid, in conjunction with the half year you had the grafix card from its 12 month warranty.

btw why cant XFX just replace it ? thats one hell of a lifetime warranty isnt it lol

[alex98uk]

Yes, I completely understand that they take into consideration that I have received partial benefit from the card.

But what annoys me, is that I have effectively lost a card that had a full, lifetime warranty and it's been replaced with a second hand one from eBay with no guarantee at all.

Is that really fair?

[Chris P]

alex98uk

Just to address one point the XFX Lifetime warranty as far as I understand from reading XFX's terms for this warranty does not apply in Europe..

Wesley the Returns Manager has read this thread, but has already replied to a previous correspondence through the support system.

Best Regards