RMA Rejected... or is it?

[JimNastics]

Just received an email to say my RMA for the (horrendously bad) Icy Box IB360 has been rejected. My RMA status however has a tick next to "fault found", although I actually sent the item back because it's simply not fit for it's intended purpiose, and requested a refund under my 7 day "cooling off" period. I'd like to know if my RMA has actually been rejected or accepted? Aren't I right in thinking that customers can return goods, even if they're not faulty, if they request to do so within 7 days of the item being delivered? My RMA number is 157361.

[JimNastics]

Just had an email to say it's been rejected due to "scuff marks" on the front of the enclosure, scuff marks which were there when it arrived but insignificant to me if the enclosure did what I needed it to... which it didn't. Any ideas what I should do?

[Lucio]

I don't believe the Consumer Protection Act (distance selling) 2000 makes any get out clauses for the 7 day cooling off period. It's up to the seller to proove that the unit didn't have damage when it was shipped / damage didn't occur in transit.

[Carlh]

Jimnastics

I shall request that one of my colleagues in the returns department look into this further for you.

[JimNastics]

Cheers Carl, much appreciated - maybe I should have reported / rejected the item as soon as I noticed the cosmetic damage when I opened it. Something to remember in future I guess!

[Mark@SCAN]

maybe I should have reported / rejected the item as soon as I noticed the cosmetic damage when I opened it. Something to remember in future I guess!

You took the words right out of my mouth, as the damage was not reported initially we have no way of knowing where the damage occured.

With regards to the 7 day cooling off period you have 7 days in which to return the item for ANY reason, providing it is returned in the same condition it was shipped.

As it stands we are unable to restock/resell the item due to the condition in which it has been returned, i appreciate you saying the item was recieved in this condition however we really need to have been made aware of this at the time for exactly this reason.

Regards

[JimNastics]

I can obviously understand your point of view, but let me run through the timeline of events:

1) Package is delivered at 2:05pm (http://www.city-link.co.uk/pod/podfr...5&hidebanners=)
2) Package opened to find fairly tatty retail box for product, product itself has moderate scuff marks on the front - neither bothered me if the product did the job ok
3) Test the product and find it's an absolute shocker
4) Contact Scan for an RMA, noting how bad the product is but not thinking of mentioning cosmetic damage - 3:29pm
5) £7 to send item back Recorded 1st class the next day

That's 1 hour and 24 minutes from item received to RMA request, rounding off a thoroughly depressing ordering experience. Sometimes I feel like I'm just unlucky ordering from you guys, because in the same package was the Vista Ultimate OEM 64bit which your site wrongly says supports 32bit processors. If I'm being totally honest, I'm only posting this to get my point across on here so I don't just say "Ok, please send it back to me", which would be bordering on admitting that I caused the scuffs... I wouldn't have had the cheek to send it back if I had, and if I did have the cheek I would have said the damage was already there and used that as the RMA reason.

Anyway, like I said I can understand you view as well, so what happens now? Do I have to pay to have it sent back to me?

[GoNz0]

how did you pay for it jim ?

[markbrown83]

Yeah if you pay by credit card I think you are covered through that?

[Lucio]

Credit card protection only applies if you actually have a case under which to return it, whilst I'm no legal expert I'm fairly sure Scan can impose the restriction of return in a saleable condition on the 7 day period as long as it's clearly listed in their terms and conditions.

Of course, hopefully they will also consider the customer service aspect and go above and beyond the legal requirements as many good companies do

[Mark@SCAN]

Hi

I will have the item shipped back to you free of charge. Unfortunatly due to the damage on the unit which was not reported at the time of getting the RMA we would be unable to restock/refund the item.

Apologies for any Inconvenience caused

Regards