Long Delay for replacement HDD

[asm495]

Hi,

Re: Invoice Number ****

I order a 750GB WD HDD on Thursday 10th January and received it with normal Scan efficiency on the Friday. This was great as I was just about out of storage space and really needed the extra. On Saturday 12th I diagnosed it as being faulty as I kept receiving I/O errors.

On Monday 14th January I called to get a RMA number but I was warned that if it was not faulty then I would be charged a restocking fee which could be up to about £25 if it was collected. Being slighly hesitatant of being put at this risk I decided to post it back special delivery for £6 which I did so on Tuesday 15th January. This was received by Scan on Wednesday 16th January and confirmed as faulty on Thursday 17th January.

I called yesterday, Monday 21st January and was told that the HDD would either be shipped that day or the next. However today the status had not been updated and I was told that it might take up to 5 days to ship the replacement to me and there was no guarantee on this.

Therefore I am in a situation where it is almost 2 weeks since my original order and 4 working days since it was confirmed as faulty and my replacement HDD has yet to even ship. I don't know what is so complicated about getting a replacement HDD out to me - surely this should have happened the moment it was confirmed as being faulty? If an order can be processed in such a short time, why not one as a result of an RMA?

In addition, I am £6 out of pocket for this as I did not want to risk the £25 charge and have been told that this cannot be refunded to me.

If someone could chase up on this it would be much appreciated!

Thanks.

[Chris P]

asm495

I have forwarded your post through to the Returns dept so we can look into this and get this resolved without further delay.

Best Regards

[Mark@SCAN]

asm495

Please PM me with your RMA/Invoice details and i'll have a look into this for you

Regards

[Mark@SCAN]

asm495 please ignore the request for PM i have found your invoice details.

Having checked i can confirm your item was booked in, tested and confirmed to be faulty on Thursday last week 17/01/08, we do normally quote 3 - 5 working days for replacements to be shipped from the day faulty item(s) are booked in, tested and confirmed to be faulty. Obviously this is dependent on replacement stock being available.

To confirm replacement stock IS available and i will request with our returns/dispatch department your replacement drive is shipped today for delivery tomorrow. Please bear in mind this does fall within the quoted 3 - 5 day turnaround you would have been advised of originally.

Regards

[asm495]

Great, thanks for this.

Just seems a little silly if an order is placed then it is generally shipped the next day but with a faulty item you can wait 5 days.

[Mark@SCAN]

I can understand how from the outside this may seem like an unnecessary delay, but please be assured this isn't unusual and a return is always going to take longer to process than a new order.

Without going into detail of how our entire returns process works please be sure that we work hard to get any items returned processed as quickly and effeciently as possible

Regards

[LuckyNV]

Great, thanks for this.

Just seems a little silly if an order is placed then it is generally shipped the next day but with a faulty item you can wait 5 days.

Ordering is pretty straight forward, just select what you want, check out. On their end its just a matter of getting payment verified and authorised then shipped.

For an RMA, you need to send it back/get it picked up, it gets logged in, depending on issue the testing stage may take sometime, if fault is confirmed, it needs to be logged again to be replaced/refunded etc... its more complicated than that but rest assured its a lengthy process.

5 days is very short from my own experience with etailers and reading other experiences on the internet.

[asm495]

Ordering is pretty straight forward, just select what you want, check out. On their end its just a matter of getting payment verified and authorised then shipped.

For an RMA, you need to send it back/get it picked up, it gets logged in, depending on issue the testing stage may take sometime, if fault is confirmed, it needs to be logged again to be replaced/refunded etc... its more complicated than that but rest assured its a lengthy process.

5 days is very short from my own experience with etailers and reading other experiences on the internet.

It was logged as being faulty on Thursday last week and is being shipped today. 5 days from having logged it as being faulty. The actual testing my end, sending it back and being tested took less than 3! I would have been more understanding if it had taken longer to diagnose the fault, but once that has happened there should be even less involved than placing a new order (no payment verification required)!

Scan are generally very good but in this case I was just getting frustrated as I really needed the storage space 2 weeks ago!

[atmadden]

I am still waiting for a refund from an RMA from before xmas. I have been a loyal customer for a few years and will continue to be so but the turnaround time for refunds and replacements is too long! As a comparison dabs once the fault is found a replacement/refund is issued the same day. I had an identical rma with them and it has taken less than half the time.