Scan not accepting my RMA! :@

[SCOTTBALL]

So am I, but modd, one thing to bear in mind is that we really only have one side of the story and even then (and please don't take offence at this, SCOTTBALL) SCOTTBALL's word for it. Scan may have a different point of view on what happened .... and there may well be good reason for them not wanting to discuss it all on a public forum. And if so, that puts them in an awkward spot.

understandable, but there really seems to be no reason why they won't issue me an RMA number unless they don't like me!
The girl i spoke to on the phone said faults have to be reported within 48 hours (? considering i read in the T&C as being recieved in 28 days..) and she'd ask the manager to see if he will issue an RMA, and also told me that i would have to pay for p&p and pay £20 if it is not a manufacturing fault. I agreed.

But the manager (same one replying on this thread) said "under no circumstance will we issue an RMA for this product"

im gonan post a pic of the clip in a bit.
i notice other minor defects in the case too now after inspecting it properly, hardly satisfactory for a case worth over £200.

[wesleyaldred]

Actually you were advised that DAMAGE has to be reported within 48 hours not faults.

Damage and faults are totally different.

Wesley

[SCOTTBALL]

ok well this isn't damage you can tell its been put together wrong since the outder design on the clip has been bent back and sealed against the case, it wouldn't be bent back so perfect if one of your warehouse people did it so it must have been packaged like that.

Like i said, i'll show you a picture if it will help you decide if you can give me an RMA number? unless you've already made your decision..

[SCOTTBALL]

pic of the clip itself:
http://hippotank.com/ temp/DSC00148.JPG

pic showing it wont close properly:
http://hippotank.com/ temp/DSC00147.JPG

[wesleyaldred]

Scotball,

Those pictures are to blurry you can't make anything out, please post some better quality images and I will review the situation further.

Wesley

[SCOTTBALL]

http://hippotank.com/ temp/DSCF1124.JPG

[wesleyaldred]

Scottball,

I cannot tell from the photos, what i propose is you return the item to Scan for inspection by our Technical team, we will make a decision from there.

Please ring back through and ask to speak to Amanda she will process this for you.

Wesley

[SCOTTBALL]

hiya, i called just now and they sorted it out and are emailing the details

im glad it could finally be sorted out with the help of this thread, although i imagine there are probably a lot of customers without these few forum accounts that might not be so fortunate..

It should all work out fine, when the techincal team recieve they should be able to see the problem easily, even though the picture may not show alot of detail

thanks again, wesley, and the hexus members that replied =)

[kinetic]

I think you have shown admirable restraint in dealing with your problem and I hope your polite attitude will help in resolving the issue. You often see people on here losing the plot completely, not always the best way to get things sorted.

[sammie377]

I'm not at all impressed with Scan on this issue, seems to me like they use terms and conditions like the 10 commandments.

There's a lesson here I'm sure, Scan look like speed camera's instead of a policeman who can make judgements on each individual case, forget the terms and conditions the guy is being upfront and straight quoting terms and conditions instead of investigating is hardly the best service in the industry in my opinion.

Hope you get it sorted out mate.

[Philipp]

SCOTTBALL

Can I just ask was the panel that was damaged as per your pictures, Screwed on when you received the item?

Best Regards

[Saracen]

I'm not at all impressed with Scan on this issue, seems to me like they use terms and conditions like the 10 commandments.

There's a lesson here I'm sure, Scan look like speed camera's instead of a policeman who can make judgements on each individual case, forget the terms and conditions the guy is being upfront and straight quoting terms and conditions instead of investigating is hardly the best service in the industry in my opinion.

Hope you get it sorted out mate.

Thing is, I can say for an absolute certainty (and personal experience) that there are customers (and I'm not talking about SCOTTBALL) who will say absolutely anything to get what they want, even if it means lying outrageously. I've been standing (as a customer) in one large mail-order company's shop area and seen exactly this, more than once. And some of the stories friends that own retail businesses have told me are quite eye-opening.

I have no relationship at all with Scan or anyone there, but I have watched many, many problems get discussed and, in the vast majority of cases, resolved to everyone's satisfaction. It looks like this may be one of those.

Unfortunately, the old adage about the customer always being right isn't true, largely because some (aqain, not referring to SCOTTBALL) are lying, deceitful scumbags. Wesley has a job to do and part of it is to protect Scan against being taken advantage of.

I can't agree with the 10 commandments characterisation, but terms and conditions are certainly there to protect the company against the type of exploitation that would take place if they didn't have those to fall back on. They provide a safety net that Scan can fall back on if need be, but that doesn't mean they always stick to the letter of them. They can, and in my reading of this forum, often do apply them more favourably to the consumer than they have to. And we all also ought to be aware that EVERY time we buy from any retailer, there's a set of conditions, and it's worth noting that Scan's are both more generous than they legally need to be, AND than many other retailers offer.

[SCOTTBALL]

SCOTTBALL

Can I just ask was the panel that was damaged as per your pictures, Screwed on when you received the item?

Best Regards

yes it was screwed on, and other panels were also screwed on but not slotted in, one had one clip slotted in and the other out if i remember correctly. I left all the panels how i found them.

I think you have shown admirable restraint in dealing with your problem and I hope your polite attitude will help in resolving the issue. You often see people on here losing the plot completely, not always the best way to get things sorted.

thanks man =)

[SCOTTBALL]

Received by AndyC
Received date 06/02/2008
Tested *tick*
Tested by AndyC
Fault found *cross*

Status: 6. Credit authorisation

no fault found? anyone care to shed any light on this please?

[wesleyaldred]

Yep,

It was'nt faulty, just needed screwing to the case correctly as the tabs are flexible.

Anyway we will process it as a refund for you.

[SCOTTBALL]

Thank you for everything and apologies for any inconvinience caused.

by the tabs are flexible i assume you mean they could be bent back into shape? nevertheless i am happy everything could be sorted out.

Thanks again =)