SCAN.care@HEXUS
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Games bundle supplied with mobo/cpu bundle invalid. Scan passed the buck to Intel
Feeling a bit flush a while back and knowing that my son's PC was getting a bit long in the tooth I decided to treat him to a motherboard and i5 cpu bundle which was advertised as coming with an Intel premium game voucher. My son is a student and doesn't get that much money to spend on games so I thought the games bundle would be a nice extra to go with the equipment.
The kit arrived at his digs and was duly installed. No problems there. A nice upgrade to his old AMD powered rig.
The code for the bundle arrived in my mailbox so I forwarded it on to him. A couple of days later he called me to say that the bundle code hadn't worked. The link supplied went to a black page with a blue and white window on it with the title "Survey" in the top bar and nothing else. He was unable to close the page and reloading it came back to the same survey page.
No problem I said, give Scan a call and they'll sort it out. So, he spoke to someone in customer support who asked him to send an email with the details which is what he did including a screenshot.
Some weeks went past with no reply from Scan so he called me again and asked me to speak to customer support for him.
I emailed you and was surprised to receive the following reply
"I'm afraid you'd need to speak with Intel about this issue as it is an issue with their website when redeeming the code. They'll be able to provide support on this and possibly supply a new code."
That is not the sort of service I have come to expect from Scan. My contract for the order (including the games bundle) was with Scan, not with Intel and I was very disappointed to see a company with a reputation for customer service like Scan's passing the buck so blatantly.
I have spent well over 4 thousand pounds with Scan over the last 6 or 7 years and have frequently recommended you to colleagues and friends which I know has resulted in several thousand pounds of other orders.
I made those recommendations, and have purchased all my equipment through you precisely because I had such faith in your after sales service.
That service now seems to have degraded to the point where I no longer feel that I can recommend you and when I needed a new monitor to take to a lan party last week I bought one from another supplier.
At the very least I would have expected Scan to liaise with Intel on my behalf or alternatively issue a replacement bundle code. Being fobbed off with a message that basically said "nothing to do with us" is something I might expect if I bought from a random eBay seller, not from a company that has won so many awards for service.
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