Aggressive reaction from Scan

[kmac]

I have an issue with a motherboard and CPU combination not working. Each item is on a separate invoice. I have checked that the CPU is supported by the BIOS version stated on the sticker on the mortherboard BIOS chip itself.

I have tried two different sticks of memory both in the motherboard memory QVL list.
I get absolutely no response from the board (does not post, no beeps, no VGA nothing).

So is it the motherboard or the CPU? On phoning Scan returns I was told if you send both back and one is found to be working you will be charged a testing fee and a returns fee for the working item. Told this with a very aggressive tone of voice.

Question is:
1) Should staff be aggressive towards customers? - I was polite and tried to discuss what the issue could be.

2) Is that policy fair? Was told that since I ordered the products I should know which one was faulty.

[DavidM]

Can you supply your invoice number?

Thanks

[kmac]

Sent PM with invoice numbers - the motherboard and CPU are on different invoice number ( but both bought on same day I believe or maybe one day apart)

Also I have spent circa £2000 at Scan over the last 3 months so was a bit taken aback by the tone of voice of the response.

[DavidM]

Thank you - have moved post to correct after sales area for the returns team to look at during opening hours.

[Mark@SCAN]

Hi,

As the staff member you are reffering to first let me please apologise if I can accross as aggressive this was certainly not my intention!

We spoke both yesterday where we both visited the motherboard manufactures website during the conversation and established that the CPU and motherboard you have are compatible (something which I advised should be done before purchasing the components) and also today where I issued an RMA number for the return of the CPU.

I explained that as both item(s) were purchased on seperate invoices I would have to issue 2 seperate RMA numbers if both items were to be returned for testing as you were unable to establish which was causing the issue.

I advised that in my experience it is highly unlikley to be a faulty CPU however it was the CPU you requested an RMA number for rather than both the CPU & motherboard.

Obviously we cannot expect you know which component is causing the problem however I would suggest returning both the CPU & motherboard for testing to establish the cause of your problem.

I explained the charges in full for components which are returned, tested and found to have no fault.

Regards

[kmac]

Mark
First, thanks for apology re tone, accepted as you point out it was not intended.

Second, do you think its fair in this situation that if I had returned both I would be charged £10 for testing and £10 for delivery of the item that was not faulty?

I only agreed to an RMA for the one product as I didn't want to be charged for the testing and return as invariably it is going to be one or the other that is faulty not both.

If I got an RMA for both at the same time I would have a 100% probability of a £20 charge. By returning one only, I have a 50% chance that it is the CPU that is faulty and therefore not incur a charge and a 50% chance that I may have to also return the motherboard to you if the CPU is found to be not faulty.


As it turns out, I have ordered another CPU from another online store so I will test that before I submit the return. .

I just don't believe your stance on this issue is fair or good customer service.

[wesleyaldred]

kmac,

Please contact us further and we will RMA both items, there will be no charge as long as one is verified faulty.

Wesley

[kmac]

Okay thanks - will call on Monday

[kmac]

Okay have ascertained that actually it is the motherboard and one stick of RAM that is faulty. Have sent email RMA requests for each one. Checked this using a new motherboard and CPU and RAM

[kmac]

After the saga of Scan finally agreeing to take the kit back and only charge me if both items are not faulty....I now have to deal with another issue with the award winning Scan service.

I was able to ascertain that the faulty items I got from Scan were a motherboard and memory. So not only have I had to endure having faulty products, Scan are now saying that because I was offered a pick up service for the one item they won'y pay my actual postage costs for returning the faulty items.

The problem is, their "free" pick up service is not actually free. If the items are not faulty you have to pay 15+VAT for this service. You also have to be in for someone to pick the goods up. So you have wasted a day waiting for faulty goods to be delivered ad now you have to waste a day waiting around for faulty goods to be picked up. I returned the products at a lower costs than the 15+VAT and now Scan are refusing to refund my postage.

Great customer service right?

[wesleyaldred]

kmac,

The service was available, you chose not to use it, therefore any charges you have incurred are none refundable, providing goods are confirmed faulty (as was the case here) then the collection service offered would have incurred no costs.

As I already stated in the email to yourself as you chose not to use this service but incur costs directly, these would not be refundable.

[kmac]

Wesley

That is not a very customer friendly stance to take - I can't be sitting around waiting for a pick up when the fault was Scan's for sending me stuff that didn't work!!!

So not only have you wasted my time for waiting for initial delivery you now want to penalise me for not wasting another day!! Will you pay for the time I spend waiting for your pick up service?

[Mossy]

Wesley

That is not a very customer friendly stance to take - I can't be sitting around waiting for a pick up when the fault was Scan's for sending me stuff that didn't work!!!

So not only have you wasted my time for waiting for initial delivery you now want to penalise me for not wasting another day!! Will you pay for the time I spend waiting for your pick up service?

kmac

I think you have to understand that hardware can be faulty no matter where your purchase it from it is not unreasonable to assume this. It is up to you to decide if you feel the hardware is faulty and if you are confident it is then aquire a RMA number. We offer a free collection service which you declined and decided to send the hardware back via your own means. You are not being penalised by Scan you are simply not getting refunded because you declined the free service offered.

I do not see this as unreasonable as the return process and services offered are more than fair to the situation.

Regards

[kmac]

Well we obviously disagree. Can you point me to the terms where it states that if you turn down the free service you will not be refunded postage. This is not a reasonable policy at all!!

[dave87]

Chaps, the rules of this section are that it is for the OP and Scan to be the only posters in the thread, occasional mod intervention excepted.

The simple reason for this is it makes it very difficult for Scan to simply deal with the issues at hand if it is surrounded by a number of (even well intentioned) posts that only serve to drag the thread off topic. If the OP wishes to discuss this with the Hexus membership, he is free to post a thread elsewhere on the forum. Same goes for other questions pertaining to current orders/prospective orders, you are best off starting your own thread on those ones

Thanks Guys,

[peterb]

As Dave says. This is NOT a free-for-all discussion thread! It is an alternative channel of communication with Scan's after sales service. If you want to start a discussion in a more appropriate forum, thats fine, but any posts here, other than by the OP or Scan (and the occasional mod/admin) will be deleted - as I have just done to 8 posts.

Thanks!