RMA refund - 1.5 weeks and waiting...

[Nomadd]

Hi,

I returned an item to you - a 512MB GTS - card as it was doing this: YouTube - BFG 8800GTS 512MB OC - Noise

My RMA status was changed on 22nd Jan. to "no fault found" (gulp!) and "Credit" as the outcome. I waited a week for the credit, but it didn't arrive. I phoned the shop to chase it up and the girl on the phone said she would chase it up the same day. Still no sign of any update to my RMA. Likewise, I PM'd Mark@Scan on the same day on these forums but haven't received any reply.

All-in-all, I'm a bit disappointed at how this RMA has been handled - after all, it only took Scan a few minutes to take the money off my credit card, so why's it taking two weeks (assuming it doesn't get processed today, so that's the weekend to add to the delay) to get a refund?

If someone could reply and let me know when I can expect a refund payment to be made that would be much appreciated. As I explained to the girl on the phone earlier this week, my credit card bill has now come in a requires payment in the next couple of days, so I'd rather not be paying for this card or the interest accumulating on it.

Cheers,

Nomadd

[eric-N]

it can take a while for the bank to process the payment, especially if it was on a credit card! Doesnt mean that scan havent put the payement through, its a bank issue! i remember i had to wait 2 weeks for the money to appear in my account from a refund from a different website, wasnt their fault, just the bank took 2 weeks!

[Blitzen]

it can take a while for the bank to process the payment, especially if it was on a credit card! Doesnt mean that scan havent put the payement through, its a bank issue! i remember i had to wait 2 weeks for the money to appear in my account from a refund from a different website, wasnt their fault, just the bank took 2 weeks!

Banks dont take a couple of weeks to process these.
As soon as the bank receives the instruction it takes just a few days.

[Nomadd]

it can take a while for the bank to process the payment, especially if it was on a credit card! Doesnt mean that scan havent put the payement through, its a bank issue! i remember i had to wait 2 weeks for the money to appear in my account from a refund from a different website, wasnt their fault, just the bank took 2 weeks!

But the Scan RMA status page has been stuck at Stage 5 "Awaiting replacement / credit" for over 1.5 weeks, so it was a Scan issue, not a Bank issue. The girl at Scan said it was with their Credit Dept. when I phoned, and that they were the delay.

Update: It has now just been updated to Stage 6 "Credit authorisation", so it still has an extra Stage to go before "Completed." The email I just got states: "We can confirm that a refund has been authorised for your returned goods which will be processed by our Accounts Department shortly." Hopefully the "Accounts Dept" is a bit quicker than the "Credit Dept."

Anyway, at lest it seems to be moving now - guess one of the Scan guys around here had given it a push? I'll see how it goes over the next couple of days.

Cheers,

Nomadd

[Mark@SCAN]

PM Sent

[atmadden]

it can take a while for the bank to process the payment, especially if it was on a credit card! Doesnt mean that scan havent put the payement through, its a bank issue! i remember i had to wait 2 weeks for the money to appear in my account from a refund from a different website, wasnt their fault, just the bank took 2 weeks!

I have worked for a high st bank for many years. Card payments and credits take 2 working days to appear to your account once processed.

[Nomadd]

I have worked for a high st bank for many years. Card payments and credits take 2 working days to appear to your account once processed.

UPDATE.

And another week goes by. After:

- 3 Threads on Hexus
- 2 PM's to Scan
- 3 phone calls to Scan

...and I still haven't got my refund.

Now, once again, I've just got off the phone with Scan. Girl tells me - "Your refund is stuck with our Credit Dept. but I don't know why." I explained that that's what she'd told me a week ago! I also mentioned that Mark@Scan on here had pushed it through for payment - after my original PM to him went ignored, and the original promises I was given by her on the phone weren't kept - and I was told it would be processed LAST Friday.

So here we are a week later and all the girl had to add today is "I'm sorry your Credit still hasn't been processed, and there aren't any Managers here so I can't do anything about it." As you can imagine, at that point I insisted she actually went and did something, as I've been given the run around for 2-3 weeks now. At this point she disappears, and comes back 5 minutes later telling me again "It's now been marked for processing..." and "...will now take 3-5 working days." Where have I heard of that before! I wouldn't mind, but I explained 2 weeks ago that the credit card bill was due for payment - so it now looks like I'm going to get stung for interest on this slow refund.

Really, this whole RMA experience - along with the fact that every time I place an order with "overnight delivery", it still sits on Scan's systems "unpicked" for days until I phone up and complain - has really, really put me off using them. If this is supposed to be "Retailer of the Year" for 4 years on the trot, then god knows how bad the other retailers must be..?

So, once again, here I am just like I've been for the last 2-3 weeks - waiting for ANOTHER "3 to 5 days" for my refund to be processed. Jeez.

Nomadd

[Mick@SCAN]

Nomadd,

the refund has been processed today, I am sorry for the delay but please bare in mind we have a reasonable amount of time to issue a refund and we are still within that timescale.

Regards,