70 orders and £8382 later I'm done with Scan

[grimpy]

Been a customer with Scan for nearly 12 years and I shall never make another order or recommend yourselves to anyone ever again, I should have learnt my lesson after a previous RMA experience some years back....

I bought a Asus 27" ROG Swift PG278QR last Wednesday and was delivered on Thursday, carefully opened it after getting home from work and mounted it on my vesa desktop mount and tried it out, as it was a TN panel and I've always used IPS panels I couldn't get away with the colour difference and after 30 mins boxed it back up to send back to Scan for a refund.

Packaged it up the best I could to avoid any damage in transit and off it went.



Received an email yesterday saying "RMA rejected large scratch on monitor base".

Firstly I never even used the base as it was mounted on a vesa stand and I never noticed any scratch on it in the short time I had the box open or I would of mentioned this when filling out my RMA. The monitor was placed on a bed for the short duration of time it was out of the box. Come to think of it I don't even think I removed the cover that was on the bottom of the stand so I would never of noticed the scratch.



So Scan are rejecting my RMA and the only way I can get a refund is to pay a 25% restocking fee which is £139!!!

With Scan you are guilty, this could of never of happened before the monitor got to you or after you had sent it back to them.

Cheers for the past 11 years :-)

[grimpy]

Will contact my credit card company after work tonight to discuss the possibility of a chargeback.

[Mick@SCAN]

grimpy,

I am sorry to hear that you will no longer making purchased with Scan Computers, we value all of our customers and will always try to resolve any issues as amicably as possible.

Having taken a look at the monitor, I can see that the stand arrives pre-attached, I understand that you have removed the stand and then attached the monitor to a VESA wall mount, at that point you decided the screen was not suitable and raised a return with Scan Computers under your cooling off period.

Upon return of the monitor, the unit was inspected for damage and upon removing the stand cover, the engineer noted a scratch on the surface of the stand.

Having taken another look at the stand, I can see that scratch is also present on the sticker, so it would appear something fairly hard has caught the stand and also torn the sticker, I have since tried to remove the scratch hoping it was just a mark, but it is indented into the plastic - I have attached a new photo showing the stand and with the sticker in place).



As no damage was reported to Scan when the goods were delivered, we can only assume that the damage to the stand occurred to the item whilst it was in your possession, as the value of the goods have been diminished we are not in a position to offer a full refund.

I have however reviewed the restocking fee and can reduce this to 15%, I understand that this may not be the result you are hoping for but it is the best we can offer under the circumstances.

Note for clarity, the sticker/label on the stand is held on by double sided tape from the center so it is not fully secure, the sticker/label was loose inside the bag that the stand was placed in.

The sticker/label was then re-attached after the engineer took the original photo.

Kind regards,

[grimpy]

I'll reluctantly accept the 15% restocking fee so please refund me the difference asap.

[Mick@SCAN]

grimpy ,

Thank you for your reply, you should receive automated emails to that effect shortly.

Kind regards,

[grimpy]

Whilst I'm unhappy at having to pay for something I didn't do I've realized life is too short to argue the toss on this as Scan have my money and I'll never win.

It's their loss at the end of the day, I've been a good customer for 11 years and now I have zero confidence in Scan to make another purchase with this company.

For anyone reading this please take photos before you send anything back to Scan.

[grimpy]

Why were the other two replies deleted?

[grimpy]

As far as I'm aware nothing derogatory was said and now it just looks like Scan has something to hide with the nature of the posts you deleted?

[peterb]

As far as I'm aware nothing derogatory was said and now it just looks like Scan has something to hide with the nature of the posts you deleted?

The aftercare forum was set up for dialogue between SCAN and their customers to discuss specific customer issues. It is not a general discussion forum for all to join in.


(I am not a SCAN employee or SCAN moderator)

[grimpy]

So looks like Scan have Hexus in their back pocket.

[Mick@SCAN]

Scan After Sales rules apply, I have refreshed this as a sticky in the After Sales section, the rules have never changed but the thread explaining this expired.

grimpy, Scan have nothing to hide - I have not moderated any posts from yourself, the details of which are clear for everyone to see, I have however removed posts raised by other forum users in-line with the forum rules.

Kind regards,

[grimpy]

Why wasn't the sticker on the first photo?

[peterb]

So looks like Scan have Hexus in their back pocket.

SCAN and HEXUS are completely independent organisations. SCAN has a section on the HEXUS forums to use as they wish (as do other companies, such as Corsair)

As such, SCAN have their own moderators, whose power is limited to their sections.

As I am technically breaching the rules of this sub-forum, I will now bow out. If you have any further questions, you may wish to direct them to DR, the HEXUS site owner. My posts here are merely to clarify why SCAN's moderators deleted some posts and to clarify the relationship between SCAN and HEXUS. As a matter of policy, it is extremely rare for the HEXUS moderation team to contribute or interfere in the commercial sections, usually only in cases of spam out of normal working hours.

[Mick@SCAN]

Why wasn't the sticker on the first photo?

Note for clarity, the sticker/label on the stand is held on by double sided tape from the center so it is not fully secure, the sticker/label was loose inside the bag that the stand was placed in.

The sticker/label was then re-attached after the engineer took the original photo.

Kind regards,