Returns Policy Query

[LoPan]

Hi

I'm trying to find out a little info concerning the return of an item which was part of an order I received on Friday. I submitted a question to the returns dpt from the site front this morning, and still haven't had a response.

I don't think I'll get an opportunity to call before 5:30pm which is when the site says the lines closed so hopefully you can give me some insight. I understand I'll need to go through the motions in full with the returns dept; but what is the 7 day returns policy?

I've had the packaging open (it's a system case) and don't know if it even applies to me. If it does then I might have to see if I can ninja out of the office to give them a call...

[LoPan]

Just called around 5pm and was on hold 10+ minutes - had to hang up because I'm in the office and it's a bit long to be doing nothing. I've had zero feedback concerning this over the course of a business day.

I fail to see how I'm supposed to return this to you within 7 days if I can't get an RMA number from you. This will cost me more than it should now, as I will now need to fork out for guaranteed next day delivery (20 pounds) from Parcel Force assuming I get a response tomorrow.

[wesleyaldred]

LoPan,

Do not worry as long as the request was made to us within 7 days, your covered, we are a little behind on OLQ's at the moment, just wait for the email to arrive from the point of issue the RMA email will have an expiry date, it will give you plenty of time to send the item back and you won't have to pay for such an expensive next day delivery.

Wesley

[LoPan]

Ah fantastic stuff - thank's very much for the feedback.

[poozle]

Just thought I'd let you know what happened when I was in a similar situation with Scan.

Bought a new Laptop HDD which arrived on a Thursday night (a couple of months ago now), with an external enclosure for my old one, came to install it on Saturday and found out I'd ordered a SATA drive instead of an IDE one (complete mistake, I was convinced I needed SATA). Emailed Scan later on Saturday, letting them know exactly what had happened and also that I had opened the drive (made that explicitly clear as I didn't want them to reject it when it arrived).

Got a reply on Monday telling me to take it back to the store, that confused me so I emailed again and said that I wasn't able to do that as I purchased online and live a long way away so they sent me and RMA number and the generic email about where to send and well packaged.

I wrapped it up and got it sent off late (after 5pm) the next day and then the day after I had a number of emails saying they'd received it, were testing, etc. and finally they were providing me with a refund on the cost, which then went straight back to Scan for my IDE drive.

Was probably the best service I'd ever experienced, especially on an item that had already been opened. I just ended up getting left with a SATA drive enclosure because I accidentally scratched it with the screw driver while getting it open and so wasn't really in returnable condition.

Good Luck with your return LoPan, hope it goes as well as mine. And thanks to the returns team for such a good experience, will definitely be ordering parts for my new system from Scan when it comes to building it over the summer.

[Lee H]

Thanks for that very descriptive post poozle, and welcome to hexus

[poozle]

Thanks for the welcome, and just to top off my story (the part I forgot), I had the replacement drive in my hands by the Friday of that week, less than a week from initial complaint until my replacement order came The most amazing thing in my eyes was that city link delivered before 8.30, probably for the best, was before another of my house mates went to work and the other two don't like getting up in the morning

[Adamb]

and the other two don't like getting up in the morning

Neither do i

[poozle]

I'll be honest, neither do I, but it gets annoying when you specifically tell them there is a parcel due and to make sure someone is around to get it and then 1/2 way through the afternoon you look on the parcel tracking and see "Delivery Attempted, Location Carded". Its happened more than once as well At least for most items they'll deliver it next door if noones in... although sometimes without carding us to let us know

[LoPan]

I thought I should end this post on a happy note. The RMA was issued to me, and I sent it out on time. Took a long while to process the refund but the money's arrived in my account today.

Well impressed, thanks a lot