Another damged item - no response from Customer Care.

[scruffy]

Hi,

I've had another damaged item from Scan, which looks like it was damaged prior to wrapping and sending - exactly the same as the last time.

Mailed customer services and support individually yesterday, and as yet I've had no reply.

Last time this happened I had to sort myself with the supplier directly because Scan's response time would be too long to resolve (RMA, return, refund/resupply etc). Fortunately Corsair's spares department are excellent and had a part out to me in 24 hours.

I hate airing dirty laundry in public, but I've got a customer order reliant on a part and Scan aren't exactly being forthcoming - and I don't have a lot of faith in getting this resolved quickly for my customer.

Part is an Icy Dock 4 x 2.5" adapter to 5.25" caddy, the corner is damaged on the metal chassis.

I look forward to your response.

[Mark@SCAN]

Please provide your invoice number

Regards

[scruffy]

00E2254453

Thanks Mark.

Damage:

[scruffy]

Mark,

I'm being forced to return this item to go down the robotic RMA process for a replacement.

I do not feel this is acceptable for these reasons:

1) I now have to endure a continued delay to get what I should have had from the start, ultimately delaying the delivery of a customer's build.
2) This is the second damaged item I've received from Scan, the last one I had to get resolved with the vendor directly because of this exact process problem.
3) It's taken 2 days to get to this point, 2 support requests and a post on a public forum.
4) I have rapidly diminishing confidence in Scan's ability to get me an item in A1 condition.

All I have asked for is the advanced replacement of an item so I can meet my customer's order in a timely manner. Scan's total inability to understand this, the above and their errors in order to make appropriate reparations outside of their rigid processes is nothing short of frustrating and disappointing.

As such, I will be returning this item to Scan for a full refund and this will be the last order I place with you.

Your competitors are much more reasonable to address matters when they are at fault, they may be more expensive but if a couple of quid buys peace of mind in situations like this then that's worth every penny.

To Scan's credit they've arranged a courier collection for the damaged item, but this does not go far enough in my mind.


Thank you for your specific assistance in expediting this matter.

[Mark@SCAN]

Scruffy,

In response to your questions:

whilst we appreciate and apologise for any inconvenience caused as a result of the damaged item received we must follow the returns procedure set in place. Unless you are local and can return the item to our store there is always going to be a delay if an item needs to be collected/returned as we do not offer advanced replacement.

You were aware in advance that we do not offer advanced replacement and due to the item being damaged it needs to be returned for replacement as we simply cannot just send spares as happened previously with the Corsair product.

We aim to reply to e-mails submitted via our query system within 24 hours, your first contact was 13/05 @ 12:49 you sent 2 further e-mails the same day at 14:25 and then out of hours at 20:11, this was followed up with your post on the forum exactly 24 hours and 10 minutes after you had first alerted us to the problem. We replied to your query the next working day and a little over 24 hours from your first contact.

We are happy to replace the item upon return OR refund it in full so that you can purchase another in advance, however both of these options have been rejected.

Regards

[scruffy]

Hi Mark,

Thanks for the reply, and going some way to address my concerns.

Sadly I'll still be opting for a refund, and my opinion hasn't changed as this is still the 2nd time I've had to get damaged stock replaced from Scan. Stock that looks like it was damaged prior to shipping.

In short I've lost faith in Scan to deliver, and I've lost faith in Scan to take an appropriate stance to make reparations.

I rejected both the options as I felt they were unacceptable, but you've left me with no other choice so I've ordered a replacement from one of your competitors and I'll have to accept a refund.

Thanks again for your assistance.

edit - oh and just a reminder that your ticket system isn't sending out OLQ notifications, or at least I didn't get the two for the above requests I made. Dunno if it's a fault, or just a quirk but thought I'd give you a heads up.

[scruffy]

I wouldn't say this is resolved. I've not received a refund yet.

[Mark@SCAN]

I will change it back till you have received a credit, I can see the item was collected from you on Friday and was delivered back to us yesterday, it is currently awaiting being booked in. You will be notified via e-mail once a credit has been authorised.

Regards

[scruffy]

Hi,

How long would you say it takes to receive a refund once the "Awaiting credit" email is received?

[Mick@SCAN]

scruffy,

Your refund should be processed today, depending on your original method of payment please allow around 3-5 working days for the refund to reach your account.

Kind regards,

[scruffy]

Cheers Mick, I'll keep an eye out.

[scruffy]

Refund received, this can be resolved now.

Thanks