Appalling service from Scan

[floppybootstomp]

floppybootstomp.

Wesley is the returns manager and as such if he has stated that drop and pick cannot be done in this instance, then his is indeed the final word on the matter.

Best Regards,

So in reality 'Not allowed' is just another way of saying 'Not going to'.

Correct?

[Mossy]

If they try and charge your card for the extra money, contact your card issuer and let them know its a fraudulent/illegal transaction (which it would be) as you did not sanction it.

Who do you think we are? and where have we suggested we would "Just Take the Money" wrong forums Blitzen....

[Lee H]

There could be many reasons for not doing the drop and pick.

The most logical is that the citylink drivers might not have the space in the van, or the systems with them to allow them to drop and pick parcels up in the same van.

Think about it this way, what if they were to do drop and pick services and they got things muddled and dropped items which were not to be dropped off. There would be hell to pay and it would cause more issues than it's worth.

[CrazyMonkey]

They messed up - I'd say keep it. If they arent willing to come collect and swap it then thats their problem.

[Mossy]

So in reality 'Not allowed' is just another way of saying 'Not going to'.

Correct?

We have to stick to Procedures so it is not another way of saying No but simply following company rules.

"A procedure is a specified series of actions, acts or operations which have to be executed in the same manner in order to always obtain the same result under the same circumstances (for example, emergency procedures). Less precisely speaking, this word can indicate a sequence of activities, tasks, steps, decisions, calculations and processes, that when undertaken in the sequence laid down produces the described result, product or outcome."

[floppybootstomp]

I have actually been with Hexus Forums for longer than the date shown by my avvy, as I recall we all started afresh when the Forum software was changed.

Today I recalled why I stayed away from Hexus for so long, the toadying up to companies and Hexus not really being independent.

I note that a thread I contributed to has been closed. Closed as soon as things started to get a little sticky for Scan. Which is a shame as some of Scan's staff were starting to show their true colours in that thread.

Is that the policy at Hexus then? As soon as your cash cow starts to take it on the chin you resort to censorship?

That's the reality isn't it, not securing a good deal for your forum members but gaining a steady revenue from Scan for increased sales.

Nothing wrong with that, it's good business, but covering up less than ideal trading practices is not on.

I think I started staying away from Hexus when you championed Mesh. We don't hear much of Mesh now do we?

Google 'Mesh complaints' or even Google my forum name, for that matter.

I expect this thread will get erased and I'll possibly be banned, but c'est la vie, I'm not sure I want to be part of a community that seeks to paper over the cracks.

I haven't linked to the thread in question but I expect regulars will know which one I mean.

It would show some courage and integrity on Scan's part if the thread was re-opened but I somehow doubt that will happen.

And to reply to the closed thread - in my opinion adhering blindly to set procedures is sheer bloody mindedness, you'll lose more in sales through soured customer relations than the risk you may lose one video card.

And finally, I have yet to encounter a City Link (who are rubbish, btw) courier's vehicle that didn't have room to collect something the size of a video card - poor excuse.

[sutt359]

How odd i went to reply on a thread i started only to find it closed very odd.

I do wish i got the product from OCUK as it was cheaper, but Lee the sales guy said no buy it from us we have excellent customers service and if you get any problems we are willing to help.

Ok i could have saved £20 but i thought ok scan have always been good in the past, i now see them in a new light i.e. not willing to help me out on their mistake.

All i wanted was an exchange swap out to save time (Time is money) and the replacement isn’t even in stock, what am i going to use at the LAN? I can’t see Scan setting up a machine for me to use at the LAN with all my games preinstalled......

You might say i have another card but I ordered sli bfg GTX280s for a reason.

Cheers

[Chris P]

The feedback has been taken on board ans will be passed to the Returns Manager tomorrow - We will then post a full response tomorrow.

Until then the thread will not be removed but merged and locked until tomorrow

Regards

[Mossy]

I apologise about the thread being closed but this was to stop people hyjacking the thread with time consuming and unhelpful posts. Wesley the returns manager has left for today but the issue is being dealt with and the thread should be re-opened tomorrow.

We hardly ever delete threads or posts unless absolutely necessary which was the case with the thread in question being closed too many people jumping on the band wagon. If you actually read most of the threads in the Scan forum we try to resolve every issue to a satisfactory conclusion and I am sure in this case that will be reached.

your comments on City-Link just confirms that you have been away for a while and obviously not read the numerous posts on this subject

Regards

[Agent]

Apologies to the Scan guys for bumping this, but I felt this needed to be address to clear up any misconceptions.

Today I recalled why I stayed away from Hexus for so long, the toadying up to companies and Hexus not really being independent.

I am not actually sure what this is referring to. Which companies would they be?
Many companies have come and gone on here, certainly in the period where you have not posted.

Is that the policy at Hexus then? As soon as your cash cow starts to take it on the chin you resort to censorship?

No, its not HEXUS policy. But to make things clear, the thread was not closed by HEXUS Staff.
Paul does seem to make that clear though in his last post.

That's the reality isn't it, not securing a good deal for your forum members but gaining a steady revenue from Scan for increased sales.

Nothing wrong with that, it's good business, but covering up less than ideal trading practices is not on.

What exactly has been covered up here?
As far as I can see no posts or threads have been removed. Scan have stated there position and others have gave their reactions to it. How is that "covering up" anything?
In fact it is the opposite - several posts from Scan staff have been made in here explaining why they can not provide what the customer has requested.
Now disagreeing with Scans solution is one thing, accusing HEXUS of "covering up" their practices is another.

I think I started staying away from Hexus when you championed Mesh. We don't hear much of Mesh now do we?

We have had links with many companies on here.
I find it interesting that you would stay away from our forums though when Mesh were added, when such an open forum would allow people to see how good or bad a company is.

I expect this thread will get erased and I'll possibly be banned, but c'est la vie, I'm not sure I want to be part of a community that seeks to paper over the cracks.

You'll find it incredibly hard to get banned on HEXUS. Short of personal insults, swearing, warez and the usual no-no's, you won't get banned.

It's one thing disagreeing with Scan, its another to accuse HEXUS of hiding things in their favour.
Let me make it absolutely clear that any decisions made within this section are at Scans discretion.

Floppybootstomp - if you would like to reply to me over PM to address any concerns you may have, please do

[wesleyaldred]

How odd i went to reply on a thread i started only to find it closed very odd.

I do wish i got the product from OCUK as it was cheaper, but Lee the sales guy said no buy it from us we have excellent customers service and if you get any problems we are willing to help.

Ok i could have saved £20 but i thought ok scan have always been good in the past, i now see them in a new light i.e. not willing to help me out on their mistake.

All i wanted was an exchange swap out to save time (Time is money) and the replacement isn’t even in stock, what am i going to use at the LAN? I can’t see Scan setting up a machine for me to use at the LAN with all my games preinstalled......

You might say i have another card but I ordered sli bfg GTX280s for a reason.

Cheers

I seriously do not understand how you can say we are not willing to help you out.

We have not been able to process this in the exact way that "YOU" require but we certainly have been willing to help, We have offered to collect the card at any address anywere in the UK that you require on any weekday and expedite the replacement as quickly as we physically could.

I even offered for you to return the card via Royal Mail and I would refund the costs you incurred in doing so.

I understand the correct card that should have been sent is not physically in stock and I would be more than willing to allow you use of the card until we have stock, which ensures that when we begin the exchange over the replacement is ready and available to go as quickly as possible.

I would even be willing to allow you use of the incorrect card at the LAN to ensure you don't miss out for our error, although i understand your Lan to be some weeks away yet.

So to summarise you are correct in that we cannot process this the specific way that "YOU" require, but do i feel "we are not willing to help you" in this unfortunate situation - Not at all.

Wesley

[slypie]

There could be many reasons for not doing the drop and pick.

The most logical is that the citylink drivers might not have the space in the van, or the systems with them to allow them to drop and pick parcels up in the same van.

Think about it this way, what if they were to do drop and pick services and they got things muddled and dropped items which were not to be dropped off. There would be hell to pay and it would cause more issues than it's worth.

Ehh isn't that what a courier company does? I know Citilink can be really poor at times but they should still be able to drop an item off and pick one up at the same time. It's not rocket science.

[Mossy]

slypie

Irrespective of what a courier can or can't do how can they collect and drop a card which is not yet in stock? Please can we leave this thread purely for Scan and OP as comments such as this really are not helping.

Regards

[akaneria]

I was just wondering out of curiosity, are scan allowed to take the additional payment of £60, when there was no agreement for the upgrade from the customer or the acceptance to pay this amount?

thanks

[Cichlidash]

No they can not take an additional £60 without authorisation from the account holder.

This is a bit of a sticky situation in that the Op is really the only one who's going be be losing out here. The most reasonable offer was made by the Op in that he is willing to directly exchange the items which would lead to the least amount of problems for him and Scan would also have their item back.
Sadly this goes against their ways of dealing with returns and I can understand them not wanting to chance company policy of dealing with the way they trade over one case. However their is clearly a weakness here in that its the Op that's going to lose out and the mistake in sending out the wrong card was made by the supplier.

To be fair to Scan they do have a forum here that they respond too and are open for criticism, and any company who do a lot of trading are bound to make mistakes they are only human after all.

I have only ever tried trading once with OcUK and from my experience I can assure you that you are probably much better off for not trading with that company in my opinion anyway. Also I really would like to see anyone post anything of a negative dealing with them on their forums and see what happens to that post.

[Mossy]

we are awaiting on the Op's decision please refraine from going over what already has been discussed, the result will be posted.