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Thread: Laughable service.

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    Laughable service.

    Hi,

    I'm sharing my current and unfortunately unfinished experience with Scan.co.uk.

    I bought my laptop (MSI GT680r) on finance at the end of last month (the finance agreement was signed on the 31st) and it arrived shortly after. From the start-off it constantly started freezing when using only applications such as Notepad++ as well as Google Chrome so I sent it back, only to get emailed from Scan saying that the laptop worked fine and that all was well. I spoke to a woman on the phone, she told me they did a factory restore and as it worked I'd have to pay the delivery charges. I wasn't having this as it didn't work when it first arrived and it isn't my duty as a customer to fix faulty products but theirs. The woman on the phone then spoke to her manager and he gave the go-ahead to return the product, free of charge (this was on the 9th).

    It arrived to me on around the 15th the and was still freezing, despite previously being told by a woman on the phone that it had been tested constantly for an hour, using the internet and other software. As you might imagine, I was incredibly angry and so called them to arrange for it to be picked up and demanded a full-refund for the product, including the deposit paid and the admin fees paid to the finance company. They refused to pay the admin fees but agreed to refund everything else, which quite frankly is laughable. I realise they have no obligation to do repay the admin fees paid to the finance company, but anyone wanting to retain a customer--one that purchases products worth thousands of pounds--would pay them a mere £40 in admin fees as a good faith gesture and apology for giving such a poor service.

    A new pick-up was rearranged and a man phoned me up on the 22nd, the morning it was meant to be picked up, telling me he couldn't do so because whomever arranged it didn't put the right address. Laughable! I rang Scan. After speaking to one of their staff and having them say "oh no, I did put the right address" (despite looking at the email right in front of me and seeing that couldn't of been the case) they arranged for it to be picked up on the 23rd. It never arrived. I thought this possibly could have been my fault, maybe I didn't hear the door or something. So I didn't contact Scan and got through to DPD, where I rearranged the order for today. The man who phoned me on the 22nd arrived at my front door, telling me again he couldn't pick up the product as Scan STILL hadn't got the address right! Now a collection had been scheduled for the 27th (almost a month since I ordered the thing in the first place!).

    I would never use Scan.co.uk again in my life and wanted to share my experience with others so they could make a judgement on whether they should too. I have had friends in the past who have used Scan and recommended them, but this was years ago and I'm sure since then they have expanded - possibly an explanation to how they could be anything but what Hexus claims them to be: "the UK's most customer-focussed retailer of PC technology".

    I will post updates to this as and when they happen.

  2. #2
    Retail Sales Manager Chris P's Avatar
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    Re: Laughable service.

    A7DC

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

    Best Regards

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    Re: Laughable service.

    It has already been looked into by Wesley. Here is the query number: *RMA / Invoice Number edited out*
    Last edited by Chris P; 24-02-2012 at 05:27 PM.

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    Retail Sales Manager Chris P's Avatar
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    Re: Laughable service.

    A7DC

    Thanks, I can see there is an extensive query. We will try to post up a summary of events and will act where we can improve.

    Best Regards

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    Retail Sales Manager Chris P's Avatar
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    Re: Laughable service.

    Fluffyfox, could you PM me please. I would like to hear more from you and the company you work for as clearly you, unlike Scan, has a coherent understanding of how to treat and retain customers. It is painfully obvious what Scan should have done in the first place (test the product properly, not send it back) and then on the second occasion offer a complete refund and then something silly and meaningless like free delivery on my next order (which would have actually happened if they had done what any right-minded person would have done in the first place).

    I have contacted my credit card company regarding this and they are awaiting for either Scan or the credit agency to refund the admin fees within 14 days, after which they will take matters into their hands. I am also going to be contacting trading standards over it too. Are there any review sites specifically aimed at the PC market where I could share my experience that you know of?

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    Re: Laughable service.

    The strange thing is that I thought you were a family-owned business, not exactly a corporate giant. Sure, you're probably a fairly big company but not so big that you're encumbered by bureaucracy which limits your ability to offer adequate compensation when your staff fail to do their jobs properly. This is, without doubt, the worst service I've ever received in my life. The amount of stress which has been caused by your staff and their incompetence, not the mention the days I've lost from taking days off work to wait for pick-ups which never show, is incredibly frustrating.

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    Re: Laughable service.

    Hi, could I get an update of this today please, it was picked up on Monday I assume it should have arrived in Bolton by now.

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    Re: Laughable service.

    A7DC,

    I can confirm that your item was received on the 28th and has been booked in today, it is currently being checked and will be on test shortly.

    Kind regards,

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    Re: Laughable service.

    A7DC,

    I can confirm that I have personally tested the laptop with the returns manager present and have verified the fault, a member of the returns staff will be in contact with you directly.

    Kind regards,

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    Re: Laughable service.

    Let's just hope it all arrives without any worries this time. So disappointed with how long this has taken to resolve, it's a shame to not see Scan offering to upgrade the GPU or something as an apology.

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    Re: Laughable service.

    Just received an email saying it isn't going to be built until the 20th... Two weeks! Apologies just aren't good enough, this is beyond a joke! It will be nearly 2 months since this system was bought when it actually arrives. All Scan have done is said they are sorry for the inconvenience, well it's a little bit more of a inconvenience taking TWO MONTHS to deliver a product.

    What are you going to do to actually make amends for this?
    Last edited by Chris P; 06-03-2012 at 04:26 PM.

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    Re: Laughable service.

    A7DC,

    Please don't forget we build each system to order, nothing is off the shelf, the build date they have provided you is correct. It is very unfortunate that the laptop you originally purchased was faulty, but you have now changed to a system and this does need to be built.

    Wesley

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    Re: Laughable service.

    Hi Wesley,

    Don't worry about the system, I have disputed the payment for the admin fees now with my card company. If Scan aren't going to offer any sort of real apology for this by way of a free GPU upgrade then please cancel the order, refund the deposit paid so far and do everything you've said previously over email with regards to cancelling the finance agreement.

    I look forward to receiving my refund

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    Re: Laughable service.

    A7DC

    I'm very sorry you feel this way but I have personally assisted in this situation, kept you update throughout and indeed your last email to me was "After all of this I still will probably never do business with Scan again but you taking a personal approach to the issue will definitely mean I may entertain the possibility."

    However, I cannot assist further in this matter, I have done absolutely everything I can to try and make up for the faulty item you have received.

    I will inform the relevant team of your decision and process your request fully in the morning.

    Wesley

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    Re: Laughable service.

    You have personally assisted in this situation, I have thanked you for that and I still do now, however, you being helpful doesn't change anything, all it does it prevent me from being as angry as I probably would had been otherwise.

    I urge anyone thinking of purchasing from Scan to read this thread, my concerns and the lack of any true and real apology from their staff.

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