Scan.dont.care

[eyezpy]

Looking to vent and to see if you guys think I am over reacting a little or not...

First I want to say I really like scan, they have been my favourite online retailer since I started using them and since then have recommended to many friends when they are looking for PC purchases. I thought that their customer service was on of the better ones, but from my recent experience I am thinking twice to use or recommend Scan in future.

What led to this bad after taste was an RMA for a £10 solar battery charger. RMA was requested near the end of December and Scan replied on the 29th of Dec. I didn't expect anyone would be replying during the holidays and only notice the email in the first week of Jan. Life got hectic at home and at work and I was not able to look into it until mid Jan where I then notice Scan wanted me to return it by the 11th of Jan. By this time its a few days late, so I emailed Scan for an extension as I didn’t want the delivery to get rejected, but they rejected my request for an extension anyway.

From previous experiences with returns I thought I had more time, but realistically its depends on the company. What I didn’t expect is for them to refuse to rearrange the RMA and found out that the reason Scan ask me to send it back by the 11th is because thats the date after 12 month since I ordered the item and try to brush me off saying there is nothing they can do now.

My argument is that
1.) If I have to return the item before 12months then I don't get 12th month warranty.
2.) I notified Scan of the fault within the 12 month period.

Checked with Consumer Direct and basically as there are two arguments a court will have to decide. One other thing they mentioned is that under the Sales of Goods Act, items should be of satisfactory quality and I can still pursue them for a remedy otherwise, this is something separate from the warranty and since the item in question wasn’t used that much and broke within a year, I am pretty sure it is not of satisfactory quality! I told Scan this last week and no more replies.

I am glad it wasn’t an expensive item, but shocked and disappointed with Scan's replies. What is more concerning is if this is a sign of things to come? Are times that bad that Scan need to cheat customers out of a £10 product? Feels like SCAN.Dont.Care as long as they can get away with it…

[Chris P]

eyezpy

Please can you confirm your Invoice / RMA number so we can look into this for you.

Best Regards

[Spank]

You were given a date to return it by (almost a fortnight) & you missed it, it's your fault not Scan's. As it was only £10 it's not an expensive lesson.

[Chris P]

eyezpy

I managed to source your Invoice Number via the HEXUS free carriage list.

11/01/2011 - Invoice Date:
25/12/11 - Initial notification of fault
29/12/11 - RMA Issued by SCAN

11/01/12 - Warranty Expired

16/01/12 - Contact by reply to the 29/12/11 e-mail to confirm RMA number had expired.
16/01/12 - Confirmation from SCAN the warranty has expired.

Officially a product has to be returned before the warranty period expires, however if proof can be shown that at least the product was returned within the warranty period then we may still accept the RMA.

The warranty procedure's are the same for a £10 or a £1000 product, I appreciate the low value of the product, however if we extend the warranty period for a £10 item because of it's low value, we can't then decline this for a £1000 item, as this in effect penalises a customer because he/she has spent a higher amount.

The issue was reported and the RMA number was supplied in plenty of time for the product to be returned for warranty replacement, the only issue is that it was not returned to SCAN, which in the nicest possible way was not under our control.

Best Regards

[eyezpy]

I agree that it was my fault for not returning the item in time, had I saw the email earlier or had I not been so busy since I saw the email I porbably wont be in this situation. Also had I not assume that I had more time to return it. For example I just had to return a DOA item to Amazon who gave me amonth to do so. But every company have their own policies I guess.
Like you say its not an expensive item, but what happens if it was a more expensive item next time?

[Chris P]

eyezpy

DOA is not the same situation as this.

The warranty procedure's are the same for a £10 or a £1000 product, I appreciate the low value of the product, however if we extend the warranty period for a £10 item because of it's low value, we can't then decline this for a £1000 item, as this in effect penalises a customer because he/she has spent a higher amount.

Best Regards

[eyezpy]

Thanks for your reply Chris,

You say that the item has to be returned before the warranty period expires, which is the 11/01/12. So what happens if the item broke on the 10/01/12? Unless I am living next to your returns department, there is no way that it could be sent back to you by the 11/01/12. Would you then say the warranty would have expired by that time so you can not issue you a RMA? I would expect that the RMA will still be issued because the item was faulty within the 12 months.

What about the Sales of Good Act and that the item has to be of saticefactory quality?

[Chris P]

eyezpy


"
Officially a product has to be returned before the warranty period expires, however if proof can be shown that at least the product was returned within the warranty period then we may still accept the RMA.
"

Because the product failed within the warranty this doesn't mean it is not of satisfactory quality.

Regards

[eyezpy]

I think the returns period of a month with Amazon is standard, the DOA is just the most recent one that came into my mind.
I am not saying that the value of the item should make a differnce to and it shouldn't like you say.
However if it was £1000 and the same thing happen as it did this time I am sure people will pursue it through the Sales of Goods Act.

[Chris P]

eyezpy

The line has to be drawn somewhere, if it is, or we allowed a month over the warranty period then a customer returns 1 day outside the extra 1 month allowed. We are back at square one again, so this doesn't resolve anything.

Best Regards

[eyezpy]

Durability, is part of satisfactory quality of an item.

You have made it clear that you want to draw the line at the date you specify when the item should reach you. I am just saying that the line should be when it was reported faulty.

I don't expect you to change you stance one this one, nor am I hoping you to. Just here to vent and say I disagree.

Thanks Chris for your speedy replies though, much faster than emails!

[eyezpy]

Hi Chris,

Another question for you.

Who picks up the bill when a faulty item is returned to Scan successfully? Does Scan replaced it from its own inventory? Or is it then sent to the manufacturer for replacement?

[BlauLicht]

sorry to drop in but stop hasselin if the product would have made it to the courier nd signed of by the 11th they woulda still excepted it, as its been proven that it was being send bk within time (hence why u sign for crap) but reading this thread i feel it just goes in circles, lesseon lerned cost u a tenner like but still

sorry to drop a bomb like this, no offence intended

[Ph4ZeD]

Amazed this thread has even been made - Scan have done nothing wrong and its clearly your fault that you did not "notice" the email. How can they run a business if they just let everyone off here there and everywhere?

[blueball]

Amazed this thread has even been made - Scan have done nothing wrong and its clearly your fault that you did not "notice" the email. How can they run a business if they just let everyone off here there and everywhere?

Because the fault was reported BEFORE the warranty ran out. How would you feel if it was a £1000 computer and it happened to you. The RMA was issued on 29/12 thats just before New Year so it is quite possible people are away for holiday season.

[Disturbedguy]

Because the fault was reported BEFORE the warranty ran out. How would you feel if it was a £1000 computer and it happened to you. The RMA was issued on 29/12 thats just before New Year so it is quite possible people are away for holiday season.

But in the same breath he had two weeks to return the item, which would have been within the 1 year warranty and SCAN would have honoured the warranty had it been returned. Not quite sure where the problem is.