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Thread: Not a fan of the RMA Procedure.

  1. #1
    Squeeler Vini's Avatar
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    Not a fan of the RMA Procedure.

    Dont get me wrong the actual procedure, is good. The whole step by step control system, fantastic.

    However, my returned item (Failed Pioneer DVR111) was discontinued. So I was offered a % of the price I paid to put towards another?!

    Not quite sure how this system works - as an ex RMA guy, the usual procedure in a circumstance like this was:-

    customer ships to retailer
    retailer tests and ships to supplier
    supplier replaces with next model up

    why therefore am I being offered a cut £% of the original price paid against another item and not a replacement to equal value of price paid or direct replacement?
    Last edited by Vini; 11-04-2007 at 11:45 AM.

  2. #2
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    Not had any problems with Scan before, but when products are discontinued you would normally be offered a replacement of equal or higher spec, or alternatively a refund of the original purchase cost.

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    Lover & Fighter Blitzen's Avatar
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    Not quite sure how this system works - as an ex RMA guy, the usual procedure in a circumstance like this was:-

    customer ships to retailer
    retailer tests and ships to supplier
    supplier replaces with next model up

    why therefore am I being offered a cut £% of the original price paid against another item and not a replacement to equal value of price paid or direct replacement?
    I dunno what RMA company you worked for but if the unit is a certain age, nearly all companies only offer a % of the origianl value...its called depreciation.

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    Quote Originally Posted by Blitzen View Post
    I dunno what RMA company you worked for but if the unit is a certain age, nearly all companies only offer a % of the origianl value...its called depreciation.
    Within the warranty period?
    Last edited by Wiczy; 11-04-2007 at 12:51 PM.

  5. #5
    Moderator Philipp's Avatar
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    Vini,

    Please PM me your returns number,

    Best Regards

  6. #6
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    For your information here are the guidelines from Trading Standards:

    Q12. Neither repair nor replacement of the goods are possible. What can I do?

    You may either pursue the old route of damages or a partial or full refund. Probably either would give you exactly the same amount of money. You would seek a full refund in scenarios such as those where you had enjoyed absolutely no benefit from the goods. If you had benefited from them then you would seek a partial refund as a fair remedy. This is exactly the reasoning that would be employed if you sought damages.

  7. #7
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    Wesley does this apply to items within their warranty period?

  8. #8
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    That applies if it's under warrenty, if it's outside of warrenty you then are left trying to prove the goods were faulty or had an unreasonably short lifespan before you can even get to that point.

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    Now that is interesting. So basically if I purchase an item and through no fault of my own it breaks within the manufacturers warranty period, the manufacturer doesn't have to provide me with an alternative product if they can't fix it and can't replace it because it has been discontinued?

  10. #10
    Banhammer in peace PeterB kalniel's Avatar
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    Yup.

    Of course, many retailers and manufacturers will upgrade or give a full refund, however that's clearly a good-will gesture aimed at retaining the customer for future purchases - who would want to buy something that breaks under warrenty again! But there's no obligation for them to do other than a partial refund it seems.

  11. #11
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    Well, you learn something new everyday. I can only assume this must be a fairly recent change to the law ( within the last 5 years or so ) as the last time I had reason to check the requirement was to issue a comparable or better replacement.

    Rip-Off Britain goes from strength to strength it would seem

    Edit: I don't mean to direct my last comment @ scan who obviously don't decide on the law
    Last edited by Wiczy; 11-04-2007 at 03:34 PM.

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    Well this just shows just how good Corsair are.

    I RMA some faulty XMS TwinX DDR last month that was 3.5 years old and no longer in production. They offered replacement with current equivalent, or replacement with DDR2, or my original money back (not including VAT). As the Original cost was £205 and current equivalent was £100, I could not believe it.

    I accepted the refund - and promptly spent it on a load more Corsair RAM!

    I think, in my experience, that SCAN always strive to be fair and reasonable - they are on the customer side and not grabbing every penny (or pound) they can. You get a lot of good-will with Scan.
    Try to make each and every day the best it can be.

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