SSD faulty - Need replacement urgently

[michaelg]

On Friday, my Windows 7 system crashed - the SSD has failed. I purchased it in September - it's a refurbished OCZ Vector 256GB. I have just been given an RMA to return it under warranty for replacement. But I need the replacement to be dispatched immediately, as I rely on my computer for work. I'm happy to order and pay for an identical replacement, and to have my payment credited once Scan has received my faulty SSD, and verified that it qualifies as a warranty claim.

I put a not to that effect into my requets for an RMA, but I have been told by Michael W that Scan can only replace the drive *after* it's been received back and tested etc. I'm hoping this is a misunderstanding - I really need the replacement immediately, but I don't want to end up with two paid-for SSDs!

Could someone from Scan help, please?

Rgds,

Michael.

[Mick@SCAN]

michaelg,

I am sorry for your issue, I can confirm that we require the item to be returned and verified to be faulty before a replacement can be dispatched.

Kind regards,

[michaelg]

Even if I pay for the replacement pending the verification??? Other than an admin tweak, what's the downside to Scan? Surely just about any customer who is let down by faulty critical component has the same issue I have? And allowing the customer to pay for an immediate replacement pending satisfactory receipt of the faulty goods solves the customer's problem without risk or cost to Scan. Hmmm... who makes these decision?

[Mark@SCAN]

michaelg,

I don't feel there is a need for us to justify our returns process in this instance. We appreciate and apologise for any inconvenience caused as a result of the failed goods but it is normal in this situation for us to confirm a defect with the goods supplied prior to providing a replacement and I do not believe this to be unreasonable.

Regards

[michaelg]

The reason you need to justify your returns process is that there is a solution to the customer's problem which you have chosen to reject, despite there being no risk or cost to Scan involved. The company publicly claims to provide excellent customer service, and therefore it is incumbent on you to at least explain why you are unwilling (or unable) to accommodate what is not an unreasonable customer request. If there are good reasons why you can't be more helpful, I'll probaby understand them. I'm in business too.

"Company policy" should be a set of guidelines that helps you solve customer issues without undue risk or cost to the company, not a set of rules that prevent you from doing so.

[Mick@SCAN]

michaelg

These are the returns procedures that Scan has in place, full details of these procedures can be found on the Scan website:

http://www.scan.co.uk/terms.aspx

Scan currently have no plans to change the terms and conditions, the item will need to be returned for testing before a replacement is dispatched.

Kind regards,