Totally Disgusted With Scan

Following on from this thread:

http://forums.hexus.net/scan-care-he...e-problem.html

Ive just got off the phone asking for a RMA and was basically called a liar and incompetent and basically i was trying to pull a fast one as i had caused the fault on the board myself.

Never have i been spoke to in such a way by a representative of a company with the tone in his voice accusing me that i was basically talking BS.Yes i got riled during the conversation myself but only after the accusations that i was a lair.

I now regret spending 1 penny of the £4500 over the last few years with Scan and regardless of this RMA outcome i shall never be ordering from you again.

Calm down dear, this doesn't sound like the scan customer service at all.
are you sure it was scan and not OCUK :P

Quote:

---

Originally Posted by TAKTAK

Calm down dear, this doesn't sound like the scan customer service at all.
are you sure it was scan and not OCUK :P

---

After that phonecall with "Mark" i dont believe in the "scan customer service" anymore,even ocuk wouldnt talk back to a loyal customer like that.

Quote:

---

Originally Posted by TAKTAK

Calm down dear, this doesn't sound like the scan customer service at all.
are you sure it was scan and not OCUK :P

---

How rude are you? If the OP has a grievance it's perfectly fair to air it here.
All you are doing is fanning flames.
I can only hope that you dont ever have to deal with customers.

As for the OP, i'm sorry to hear that as it does sound unusual for Scan. Have you considered reporting the name of the person you spoke to to Scan? I bet the management wouldn't sanction something like that.

Quote:

---

Originally Posted by MSIC

How rude are you? If the OP has a grievance it's perfectly fair to air it here.
All you are doing is fanning flames.

---

that wasn't my intention, but reading back the post, that IS the way it sounds :S, i was just trying to make the situation less, firey, not fan the flames. i was trying to compare the ordeal he had on this rare occassion to one that is felt by OCUK customers on lots of occasions. but yes, that is the way it sounds, so, sorry dude :)

Quote:

---

Originally Posted by MSIC

Have you considered reporting the name of the person you spoke to to Scan? I bet the management wouldn't sanction something like that.

---

yeah, that would be my first port of call if i had problems with a company, but every company can get bad eggs every so often.

as MSIC says just try reporting the staff member and take it from there

Quote:

---

Originally Posted by MSIC

Have you considered reporting the name of the person you spoke to to Scan? I bet the management wouldn't sanction something like that.

---

I do believe he said he was the "Returns Manager".

Hi

I believe it was myself you were just dealing with?

At no point in the conversation did I call you a liar. You have been provided an RMA number for the return and inspection of the board.

The reason for your RMA is that during the conversation you noted to me that the pins were bent on the socket of the motherboard, however this damage was noticed after you had already installed the CPU and had Windows running on the machine. You confirmed to me that the board was recieved by you from us with a CPU protector in place which protects the socket during transit.

You advised that when you initially installed the CPU there was no sign of any bent pins on the motherboard. I suggested that bent pins are quite easy to see as they stand out so had the damage been present on the board when recieved by you initially you would have contacted us immediatley.

Bent pins are not covered by the manufactures warranty as damage to the pins can only be caused by somebody or something. Considering the CPU protector was in place when you recieved the board and no damage was noted by you when you installed the CPU initially it would seem fair for me to assume the damage was done after delivery.

There is always two sides to the story it seems. for me dealing with scan has been wonderful

Quote:

---

Originally Posted by Mark@SCAN

You advised that when you initially installed the CPU there was no sign of any bent pins on the motherboard. I suggested that bent pins are quite easy to see as they stand out so had the damage been present on the board when recieved by you initially you would have contacted us immediatley.

---

When did i say that? I said i did not look and study each of the pins in the socket not once did i say that i looked at them in detail prior to putting the cpu in.

For me this has gone way beyond the actual RMA of the board and its now about how you yourself spoke to me during that 8 min telephone conversation,the tone in your voice and the way you handled yourself was out of order.

Grimpy

I have reviewed the telephone conversation in full and at no point do I have any cause for concern over the way my operator and indeed supervisor of the department handled himself.



It is indeed our experience in the industry that allows us to be highly confident in the fact that pin damage to a motherboard which was shipped with the protector in place can only be caused after removal of the motherboard from the packaging.



Whilst I understand your frustration Mark was only trying to advise you of the fact that although we are obliged to inspect goods, taking into account our knowledge of pin damage it is almost certain that the motherboard would be rejected on receipt, however, again we cannot confirm this without physical inspection of the goods, he wanted you to understand that any success of a warranty claim are extremely remote.

Apologies if I came across rude or unhelpful in the conversation that was not my intention.

Had there been no mention of the damage to the pins on the motherboard I doubt we would be here now, I could have just issued an RMA without informing you there would be a possability of the board being rejected after inspection but thought it only fair to do so. My informing you of this seemd to anger you which I can understand being told an expensive motherboard has the possability of being rejected.

You were advised there were other ways we could help you resolve the problem so feel that your comments about me implying you were a liar,incompetent or that you were trying to pull a fast one are unfair.

Quote:

---

Originally Posted by wesleyaldred

Grimpy

I have reviewed the telephone conversation in full and at no point do I have any cause for concern over the way my operator and indeed supervisor of the department handled himself.

---

Was the call recorded? If so i would like a copy for myself.

Quote:

---

Originally Posted by Mark@SCAN

Had there been no mention of the damage to the pins on the motherboard I doubt we would be here now.

You were advised there were other ways we could help you resolve the problem so feel that your comments about me implying you were a liar,incompetent or that you were trying to pull a fast one are unfair.

---

You asked me what the problem was so i explained it so therefor there was no way of not mentioning the problem to you.

Advised there were other ways? You only advised one and that was you could try and fix the pin yourself but for the cost of sending the board to Scan and then having to pay the cost of you sending the board back i could attempt to do that myself.

Quote:

---

Originally Posted by grimpy

Was the call recorded? If so i would like a copy for myself.

---

No we do not record calls, we can however review the last telephone conversation and luckily Mark had not taken another call this morning, as he was busy elsewhere so i was able to review his last call.

Wesley

Quote:

---

Originally Posted by wesleyaldred

No we do not record calls, we can however review the last telephone conversation and luckily Mark had not taken another call this morning, as he was busy elsewhere so i was able to review his last call.

Wesley

---

Thats very convenient i must say.

Quote:

---

Originally Posted by grimpy

Thats very convenient i must say.

---

Actually most of the time it is a totally useless feature but it's there non the less.

Wesley

Just to jump in here (Seeing as I'm a phone system engineer...) - if you can review the last call then it is in fact recorded...

Jim.

System Building 101: Ensure there is no obvious physical damage to all components before installation.

Sorry grimpy, but if you failed to inspect the socket pins prior to installation then the fault is yours, regardless if they were bent or not. A potentially expensive lesson (they can't be straightened?) but one nonetheless. I have rejected items from Scan on initial inspection before and they have never questioned it. Once I received what I could only assume was a B-grade product, complete with chocolate stains on the remote and they collected the item and offered a refund all that their expense. Another time I received a motherboard where the socket protector had popped off. All the pins looked fine but I knew the option was mine to return it for a replacement if I wanted.

Jim,

As soon as the user takes the next call the previous one is deleted. So i suppose technically your correct it is recorded on a temporary basis but it is not kept it is just deleted automatically when the next call is taken.

Quote:

---

Originally Posted by wesleyaldred

Jim,

As soon as the user takes the next call the previous one is deleted. So i suppose technically your correct it is recorded on a temporary basis but it is not kept it is just deleted automatically when the next call is taken.

---

Thanks Wesley - I guess the point that I should have been making is that your system is clearly capable of recording calls - however (whether configuration or otherwise) as you've said, the recordings may not necessarily be kept.

Probably means there is scope for Scan to improve things on this score by implementing better call recording so that recordings could be referenced to resolve any future disputes.

Apologies if I have managed to put your nose out of joint. :)

Jim

Quote:

---

Originally Posted by Wiczy

Who is deleting posts, without rhyme nor reason?

---

I am deleting posts, please post relevent information or your post WILL be deleted.

I also edited my earlier post, as on reflection it was a bit harsh.

Thank You