Let down by Scan - damaged goods

[Taz]

I am very, very disappointed with Scan. I got my main order delivered today and it came in two big boxes: a box containing the Antec P182 case and a box for most of the other components (motherboard, PSU, etc). My father signed for it and wrote 'box was open and unchecked' (for the Antec P182 case box). When I got home I checked the box containing the case and it was open. There was a large hole in the side of the box covered with 'Scan Security Seal' tape - hence, Scan must have known about this hole as CityLink don't have Scan Security Seal tape.

The box itself was open at one end. I unpacked the P182 case and initially it looked fine. However, on closer inspection the side panel of the case has a nasty impact mark and has several dents around this impact mark.

Bang go my plans for building my new system at the weekend. How could Scan ship a damaged PC case and patch up the damage (on the cardboard box) with sellotape? Whoever shipped it must have known that the case was damaged.

Anyway, please could someone at Scan tell me what I need to do to get a SEALED, UNOPENED, UNDAMAGED Antec P182 case? The stuff in the other box was okay.

[Chris P]

PM Sent

[Chris P]

To update this thread our Claims dept has resolved this issue with Taz, a replacement case will be dispatched out today fro Scan with free carriage to arrive tomorrow pre 12am.

The damaged case will be collected and refunded

We are looking into why the case had been sent with physical damaged to the box and taped with Scan tape, so this cannot happen again.

Best Regards

[Taz]

Yes, Scan have pulled out the stops to get me another case. I appreciate the assistance i've received from Scan and I hope that Scan take steps to ensure that damaged goods are not sent out in the future.

I will be getting a new case (hopefully) on Saturday morning and I will be returning the damaged case on Monday morning. It is being collected.

I am gutted by the whole experience but I think that Scan have done everything in their power to resolve the issues that I have had.

[staffsMike]

Both of the boxes for the P182's I got we're pretty wrecked when I got them (from scan) but the case itself was absolutely fine. Maybe they just overlook it when the boxes are a bit damaged and sealed the whole so nothing got in it..

Who know's? A new case in the morning is very good service though..just unfortunate you had to go through that.

[Taz]

Some positive news: the replacement Antec P182 case turned up at 10.30am today, as promised by Scan. On an initial inspection it appears to be undamaged so kudos to Scan for going the extra mile to resolve the issue.

[Dr Cool]

I like scan, they make mistakes like any other company, but they own at fixing them lol.

GJ scan

[Vice]

This is the sort of support that makes Scan a cut above the rest. It sucks that your initial case was in poor condition but they sure fixed it for you and even got you a replacement before the weekend was up! - Other online retailers that I've used would never have gotten me a replacement case this fast. Especially not on a weekend. Kudos Scan.

[alexp999]

You did better than me. My case came through with a box that looked like it had been on a building site.
The Protective film on the side panel was missing, and the HDD cady inside was loose and has scratched the inside of the clear panel to kingdom come.
After getting hold of scan i was told I would have to wait anything from 3 days to a week for it to be collected checked and a replacement sent. I need the case for that weekend, so I had to opt for another panel being sent out on the following Monday. As they wouldnt send another Sat delivery.
When i had a similar problem with Amazon with a faulty mp3 player, they did what you had, sent out a replacement straight away for next day del, then worried about pickup, so I was loosing out.
just hope the side panel I am awaiting stock for comes through okay. :S

[Saracen]

I've often said that in my opinion, how a company deals with problems tells you far more about them that whether you have a problem or not. I don't believe ANY company can get it right, first time, 100% of the time. So, if that's the case, whoever you deal with gives you a chance of having a problem. Granted, a decent company will ensure that that chance is as small as possible, but it'll always be there.

For me, the critical thing is how they react when there's a problem. I can accept that things go wrong, and that it can be infuriating as hell when they do, but the very worst thing is when you then have a fight to get it put right, when you have all the hassle that it can be to sort things out.

This is a large part of why I rarely buy by mail-order - it's a hassle and aggro avoidance technique. I can minimise the hassle if I can just take whatever the problem is, drive to the shop and plonk it on the counter. You might still get grief sorting it out but, generally, if you're reasonable and polite about it, it gets sorted and usually (in my experience) right there and then. And that helps avoid triggering my hassle allergy.

Scan, however, seem to take that extra trouble and, nearly always, seem to end up with a satisfactory resolution.

Guys, you've almost convinced me to take the risk with my hassle allergy, and do my next system upgrade by mail-order. Almost.