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.



SCAN.care@HEXUS
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