Anywhere to log damage to the box?

[jimbouk]

I've just received delivery of my new headphones (via my work's reception). The box which contains them, whilst wrapped in bubble wrap round 4 of the 6 sides and put inside a citylink bag, has damage to the corners. I was wondering if there was anyway to add a note to the order? My concern is that if the products fails and need to be returned it could be deemed that I did not take reasonable care of it due to the condition of the box (which is not true).

ps I assume the "Order number" requested at the top of this form is my "Invoice No" from Scan.

[DavidM]

Please ensure anything like this is logged on our site asap - otherwise we may not be able to investigate it in time.

See my sig for the relevant link.

[jimbouk]

Cheers, logged with customer services using the form. Hopefully there's somewhere appropriate to log it on the system.

[jimbouk]

Note added yesterday morning, my thanks to Liz and the team.

[jimbouk]

Good job I did, the on-off switch on the headphones imploded!

[Mossy]

This is exactly what you should do, if dameage is not reported then how can Scan determin were the damage to the product has been done.

Good work!

Regards

[jimbouk]

Sorry to trouble again. I don't know whether I'm going crazy or what, but I'm pretty sure I raised a Returns Query on Monday for the invoice number associated with this thread.

I don't know whether it never got sent or if I'm just waiting for a reply. There doesn't seem to be any record of communications in my account or confirmation email when the query was submitted - is this normal or am I missing something?

Cheers

[Carlh]

jimbouk,

You should have a response from the Returns department.

Regards,

[jimbouk]

I got three responses. One saving I should post it back, one saying I should email to arrange collection, and one letting me know which address something will come back to me.

The first too have conflicting information which is far from helpful to customers. I will have to arrange postage myself as I can't arrange collections from work, however I'll wait for a response too this thread before undertaking it. I also didn't like the look of the potential £15 collection charge, add this to the testing fee and that's more than the cost of the headphones!

Maybe someone at Scan could look into what communication is made to customers when they submit a Returns Query. A confirmation email letting them know that the request has gone through (rather than having to chase up on a forum) and one email letting the customer know the options available when returning the good (rather than two conflicting ones) would provide a great improvement on what I've seen so far (and I'm only at the first stage). The information regarding returns on your website is rather sparse compared to other online stores - is this something Scan would consider improving as well?

Here's hoping the rest of the returns process is a bit more straight forward and transparent.

[jimbouk]

Well it seems posts regarding the reimbursement for returning an item to Scan have been removed, and there seems to be no desire to improve the consistency, quality and level of communication to customers regarding returns. As such I shall just be writing off the cost of the headphones, and not even considering purchasing from Scan again until they can actually have clear policies published regarding costs and reimbursement, as well as policies that come up to the standard expected of an retailer that prides itself in customer service.