Customer service, returning faulty item

[Richard41]

have filled out a form to customer service twice since Sunday and no one has responded, sorry but just not good enough.

is not my email as I've just registered here ok, is there someone here who can help me to return faulty goods?

[Mossy]

have filled out a form to customer service twice since Sunday and no one has responded, sorry but just not good enough.

is not my email as I've just registered here ok, is there someone here who can help me to return faulty goods?

http://web6.scan.co.uk/Support/Query.ASP?QueryType=R

You need to contact returns/Technical to return a product so you need to leave a comment at the above link and not customer services.

Alternately call 0870 755 4747 and select option 1 , 2 then 1 again.

Regards

[Richard41]

thank you.

ok my bad, but is it really too much to ask for my query to be sent to the right people instead of getting no response at all?

do a lot of shopping online, one thing that will put me off going back to a site is poor customer service, & I would include the above in that.

hope my 3rd attempt is more successful......

[Mossy]

As we are a very busy and well meritted retail / etailer we can not answer online queries straight away, your query will be put in a que, because you put it to the incorrect department this would delay your response as when it is looked at by CS they will then have to send it to the correct department.

If we was not interested in customer service we would not invest our time in joining popular sites such as Hexus and have a Scan care section. Usually you will receive a response within an acceptable time but if it is so urgent you could get you issue sorted almost instant by calling the number I suggested.

Regards

[rabbid]

In late August it took 6 days to get a response from returns, but once responded it took just a day to sort it out well. You have to appreciate these guys and girls are/have just been on holiday at this time and a backlog will have built up.

I used the web service as my query was not urgent. if it had been then for sure using the phone would get through in a few minutes (as it did just to confirm the pickup address), so if its urgent use the phone!

FYI I used a web enquiry to another company 3 weeks back (regarding product spec, in fact sent it 3 times over 10 days) and never heard back from them at all, summer hols and xmas time arent good for most places if you want fast response to general web queries!

[Mossy]

You should have received an email reply now please check your mail

Regards

[Richard41]

received, thank you.