Scan - Poor customer service, no refunds

[PC User]

Hello

First post here.

After reading about the "Scan Philosophy" and a few reviews about their service, I decided to order a 3Xs system.

2 days later, I received an email saying the CPU I chose is out of stock and the order would be delayed. After much deliberation and reading about the E8400 here, I cancelled the order the next day.

Now a week and a few emails to customer service later, I am still waiting for my refund.

No word at all from scan. What's going on? Can anyone help?

Thank you

[moogle]

if nothing has been delivered to you I'm sure you will get your refund. Scan aren't the type to just take your money and not give it back. Seeing as it's past closing time you should check here tommorow to see if you've recieved a reply. Most probably they will ask for your invoice number.

[birdie]

if nothing has been delivered to you I'm sure you will get your refund. Scan aren't the type to just take your money and not give it back. Seeing as it's past closing time you should check here tommorow to see if you've recieved a reply. Most probably they will ask for your invoice number.

well put, they are generally good

[Wiczy]

Yeah we've had delays with refunds before but they always turn up. If you are in a rush just give them a call and I'm sure you'll be pleasantly surprised with the result

[SiM]

Scan are legally entitled to keep you money due to the distance buying deregulations...
Ignore the other posts they are wrong...
Unlucky, but if you didn't want this to happen you should have used something like ebay...

[Saracen]

Scan are legally entitled to keep you money due to the distance buying deregulations...
Ignore the other posts they are wrong.......

Huh?

I assume that was satirical .... but just for PC User's clarity (and peace of mind) ....

It is certainly the case that the DSR right to cancel isn't absolute - there are limits and restrictions. One of those limits is for goods that are made to order .... but that is for customised goods (like jewellery with a name embossed) or custom-built items (like made to measure suits or furniture). According to the DTI, or specifically isn't intended for PCs built from standard components, because while the guild may be custom, none of the parts are. If, on the other hand, the case was customised by being painted to the customer's design .....

But, having cancelled, it may take up to 30 days for the refund to arrive. It should be "as soon as possible", but the absolute limit is 30 days.

[SiM]

Huh?

I assume that was satirical .... but just for PC User's clarity (and peace of mind) ....

Yup, me trying to be funny

[moogle]

Yup, me trying to be funny

nawty nawty

[Koolpc]

Give them a chance.

[SHare]

Your bank takes 3-5 working days to clear it anyway too so that holds it up too.

[Dreaming]

Yea I've worked both in customer service giving refunds and then later on for the bank in the back office . The problem isn't the shop, it's the bank. They use temporary accounts - so when your payment was authorised your bank would have debited your account to stop you spending the cash, and put it into their own account. For Scan to give you the payment refund though, they need to go to their own bank, tell them it needs to be refunded (this is typically very straightforward and done over the same machine you use to put your chip and pin in), then the bank put it at the top of a pile, and have to send through each file to the other bank, and the bank gets it, but then has to wait a few days for some reason.

I never really understood it completely, but basically the bank holds onto your money much longer than it needs to which is what causes the delays. Of course, if scan are loaded with work and it's taking them extra to put it through (this is what I used to do on monday mornings, fun!) then by all means ring and complain...

...but in most cases blame the banks. But they do it for our own protection. Theoretically. In reality it's because if they refunded you and it turned out it was a mistake it comes out of the banks pocket (they would still try and get it back of course, but ffs even when they know they're in the wrong banks dig their heels in - if a fraudulent cheque is paid then the other bank won't give the money back, you have to take the person to court).

Anyway, little explanation, probably wrong in a lot of senses but the gist of it is the banks take ages to do stuff.

[birdie]

Yea I've worked both in customer service giving refunds and then later on for the bank in the back office . The problem isn't the shop, it's the bank. They use temporary accounts - so when your payment was authorised your bank would have debited your account to stop you spending the cash, and put it into their own account. For Scan to give you the payment refund though, they need to go to their own bank, tell them it needs to be refunded (this is typically very straightforward and done over the same machine you use to put your chip and pin in), then the bank put it at the top of a pile, and have to send through each file to the other bank, and the bank gets it, but then has to wait a few days for some reason.

I never really understood it completely, but basically the bank holds onto your money much longer than it needs to which is what causes the delays. Of course, if scan are loaded with work and it's taking them extra to put it through (this is what I used to do on monday mornings, fun!) then by all means ring and complain...

...but in most cases blame the banks. But they do it for our own protection. Theoretically. In reality it's because if they refunded you and it turned out it was a mistake it comes out of the banks pocket (they would still try and get it back of course, but ffs even when they know they're in the wrong banks dig their heels in - if a fraudulent cheque is paid then the other bank won't give the money back, you have to take the person to court).

Anyway, little explanation, probably wrong in a lot of senses but the gist of it is the banks take ages to do stuff.

well thats kinda interesting and good to do know

[Chris P]

PC User

Sorry to hear you needed to cancel the order - Intel are trying source stock especially for Scan so hopefully stock will filter through early-mid March.

Please post your real name and Post Code and I will chase this for you.

Best Regards

[PC User]

But why has customer service not replied to my two previous messages?

Invoice Number: *edited*
Post Code *edited*

[Chris P]

PC User

Thanks - Philip from our Systems dept will call you shortly

Best Regards

[PC User]

Still waiting ...