Scansure

[truckid]

I placed an ordered for some components yesterday and only had a chance today to read the emailed invoice. I noticed that Scansure was included, even though I thought I had removed it.

So I called customer service and explained that it was not required, and to please remove the line from my order. I was told that since the order was completed/dispatched, it wasn't possible. The only option would be to reject the goods and reorder; I would incur the delivery costs for the rejected goods (moot point in this case, as carriage was free but principle still stands).

However, some of the items I had ordered were on a today-only offer, so if I were to cancel and re-order, the new order would actually cost me more even without scansure. Also the additional inconvenience of reordering and waiting longer for the goods. Reading on this forum, it seems that during the order process, it isn't enough to state that you do not wish to cancel Scansure. You have to confirm this again, this is what I think happened to me, and I missed the second confirmation.


I am absolutely seething that Scan have added items to my basket by default, and that I would have had to jump through a number of hoops to decline the insurance. To add insult to injury, the customer service response was appalling. (We refuse to refund the insurance, and if you cancel the order it could end up costing you).

Here’s an analogy. You walk into Tesco's, a member of staff puts a product into your trolley. You ask them remove it, they do so, but they then put the product back in again. You don't notice it at the checkout, but do so when you are back home and read your receipt. You return back to the store and customer service tell you that it’s your fault for not seeing it earlier, if you want a refund, return all the goods in your trolley.

Is this a company that prides itself on the 3 S 's - service, satisfaction and service ? 'arguably the UK's most customer focussed retailer'.
Though it may be legal, these dubious practices seem more akin to the type of firm you would see on Watchdog or Rogue Traders.

[peterb]

OK - I'm closing the thread - not because of the subject but ecause it is degenerating into a slanging match. If anyone wants to contine the discussion elsewhere, they are free to post - but keep personal insults out of it. If Scan wish to re-open it to answer the OPs original post, then of course as it is their section of the Hexus forum, they will do so.

[Chris P]

peterb

Thanks you for closing the thread.

[Chris P]

Some of the comments coming through were ridiculous and unnecessary. I have removed all of the posts apart from the OP's.

Scansure is an insurance policy and approved by the FSA

The Tesco situation is not the same as Scansure being added to an order - Scansure is added and clearly marked, a service you knew was added as you attempted to remove it

"even though I thought I had removed it.".

"and I missed the second confirmation."

The process of removing Scansure is a quick 2 click process and once removed your basket is updated.

Best Regards

EDIT: Thread open for the OP, only....