Appalling service from Scan

I had 2 Gtx280OC RMA one came back faulty, which wasn’t a problem. So they have replaced it I didn’t notice that they had sent me the next model up (OCX) as the boxes are identical.

I get an email asking if I can return it or I can have it for an extra £60, I replied saying yes ok I don’t mind returning it but could you send a replacement first or a drop off and collect the same day as I’ve waited 3 weeks to get this one.

Only to be told sorry we don’t do advanced replacements or drop off and collect in the same day. I have to return it and wait for the correct one to be sent out, or purchase a new one and then be refunded. This would not work out for me as I got my cards when they were £277 and now the price is at £300 also who’s got £300 knocking around, I would then have to arrange 2 days for someone to be in the days they want to collect and then deliver the new one.

I think I should tell them to get stuffed and it’s their mistake get over it, if they aren’t willing to help me out why should I them. I’m trying to get this machine ready for the next MPUK LAN at the end of the month, with all the hard core testing and my work arrangements this takes time to find faults.

Hopefully someone from scan management might read this and be willing to help me.

Cheers

Sutt, SCAN in my opinion are right in not sending something out before they receive something.

I wouldn't expect many retailers to send out a replacement before they receive an item, as in my opinion it just doesn't make sense to send something out before receiving something.

Think about it this way, would you trust someone if they had bought an item of you and send, when I receive it, I will pay? I wouldn't, that person could receive the item then easily walk away and you, quite honestly, would be stuffed.

Could you not simply arrange for the item to be delivered to you works address, that way you wouldn't need to take a day of work and as for posting it, take it to work, then nip to a post office on your dinner.

However, I am sure a SCAN rep will reply tot his thread and give a better reasoning as to why they won't do what you seem to expect from them.

Sutt,

I completely understand the situation and apologise, however, we are simply not allowed to send advance replacements.

I do sympathise with you but ultimately this post cannot alter the fact that we cannot send an advance replacement, the item must first be returned to Scan.

Wesley

Unlucky to get into this situation but you can't expect Scan to send a new one out as if you were to decide you want to keep the OCX version they can't really do much to get it back I think?

Keep what they sent you instead then.

They messed up and want to inconvenience you for their mistake. Its one of the things that really gets my goat.

You never agreed to any upgrade or additional cost, so they can't force the extra £60 out of you.

I find this situation to be typical of retailors you won't send out advance replacement but expect him to return card to you then await the correct one when you have received it. This is your error after all and terms such as unlucky and I apologise aren't really sufficent. Why should he suffer at your expense. In the past you have sent out advance replacements and done a drop off and pickup although it was some time ago. Returning a graphics card is a nightmare.

In the past ive not had a problem with other retailers, also alot of manufacturs such as Netgear, Western digital, Hell even Dell and thats saying something.

Being IT support and i cant be in 1 place waiting for city link to turn up as i run about all over different uni campus.

I would be happy for the same day collect and replace (hell all the mobile phone networks manage it using city link and other delivery companys). Then i can ask someone at home to keep a look out.

Cheers

Quote:

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Originally Posted by wesleyaldred

Sutt,

I completely understand the situation and apologise, however, we are simply not allowed to send advance replacements.

I do sympathise with you but ultimately this post cannot alter the fact that we cannot send an advance replacement, the item must first be returned to Scan.

Wesley

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Is it possible for a exchange to be made with city link, so city link bring the correct card and take away the other in the same delivery?

Cheers

Quote:

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Originally Posted by sutt359

Is it possible for a exchange to be made with city link, so city link bring the correct card and take away the other in the same delivery?

Cheers

---

Unfortunately not, I would be more than willing to reimburse you for the return postage costs if you were to return the item via Royal Mail.

Wesley

Quote:

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I find this situation to be typical of retailors you won't send out advance replacement but expect him to return card to you then await the correct one when you have received it. This is your error after all and terms such as unlucky and I apologise aren't really sufficent. Why should he suffer at your expense.

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Just keep the card. Its really not your problem. You even agreed a straight swap out, what more can you be expected to do? Your side of the transaction has been in good faith.
If Scan cant make this transaction possible without inconveniencing you then it their tough luck i would think.

You paid for an item, you received an item. Fact its the wrong one isnt down to you, its down to the retailer.

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.

Quote:

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Originally Posted by wesleyaldred

Unfortunately not, I would be more than willing to reimburse you for the return postage costs if you were to return the item via Royal Mail.

Wesley

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Silly question

When will the BFG GTX280 OC be in stock?

http://www.scan.co.uk/Product.aspx?WebProductId=827835

I assume there would be no warrenty on the card if you choose to keep it ?

Maybe you should find out and think that over before making a decision as the card will be useless if there is any problems with it.

Quote:

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Originally Posted by Bluey

I assume there would be no warrenty on the card if you choose to keep it ?

Maybe you should find out and think that over before making a decision as the card will be useless if there is any problems with it.

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That i dont mind as they can always be returned to bfg

Yes of course.

Maybe sending the correct card via a more urgent delivery method would be a good gesture.

Quote:

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Originally Posted by wesleyaldred

Sutt,

I completely understand the situation and apologise, however, we are simply not allowed to send advance replacements.

I do sympathise with you but ultimately this post cannot alter the fact that we cannot send an advance replacement, the item must first be returned to Scan.

Wesley

---

Simply not allowed? By whose criteria? You're a private company are you not, surely trading practices can be as flexible as you allow them to be.

How high up the Scan tree does a customer have to climb before encountering somebody who's a little more flexible with a nod to customer relations?

If a supplier sent me a more expensive card by mistake I'd only agree to return it if I had a replacement card first, I mean, why should I be inconvenienced by their error?

And if the supplier didn't like that I'd keep their card and if necessary meet them in the small claims court. I'm quite sure the overseer would sympathise with my side of the case.

I would certainly agree to return the wrong card but only on receipt of postage costs and the correct card.

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,

Quote:

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Originally Posted by Lee @ SCAN

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?

Quote:

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Originally Posted by Blitzen

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.

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

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.

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

Quote:

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Originally Posted by floppybootstomp

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

Correct?

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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."

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.

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

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

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

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

Quote:

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Originally Posted by floppybootstomp

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.

Quote:

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Originally Posted by floppybootstomp

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.

Quote:

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Originally Posted by floppybootstomp

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.

Quote:

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Originally Posted by floppybootstomp

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

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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.

Quote:

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Originally Posted by floppybootstomp

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 :)

Quote:

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Originally Posted by 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

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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

Quote:

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Originally Posted by Lee @ SCAN

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.

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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.

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

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

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.

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

on topic imho, if he does use the card will scan be selling this as new again ?

i dont see a section for b grade stock thats been used, genuine enquiry and i dont deem it to be a hijack either as it is related.

i wouldnt like to think if i brought a card of that spec and wound up with someones 2nd hand card for full price as being a good thing at all..

May I take this opputunity to reply now this thread's been opened again? Thank you. I have quoted Agent's thread above in full.

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


Originally Posted by floppybootstomp

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.

Well, to be quite honest, Mesh. Whilst I'm reading about the apalling service from Mesh everywhere else, this site seemed to be championing them. So, not companies, perhaps, but company, singular.


Originally Posted by floppybootstomp
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.

Yes, he does, I understand now, sorry I assumed it was Hexus.


Originally Posted by floppybootstomp
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.

A fair point, perhaps I have been guilty of exageration, but if there's one thing that makes me see red it's censorship and locking the thread smacked of that to me. I do apreciate that somebody actually merged my new thread with this one, that was good.


Originally Posted by floppybootstomp
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.

To be quite frank I was nervous of criticising either party as I didn't want to get banned and if there's one thing that makes folk reach for the banned button it's lost cash. And if the truth be known about Mesh, that certainly would have been lost cash.

So I kept quiet and stayed away. Don't know what made me come back actually, but when I had a browse recently, seemed a much better place than I remembered, so I did.

Are people actually familiar with their despicable trading practices, their appearnce on BBC's Watchdog and the promises they made on that program and then their failure to keep those promises?


Originally Posted by floppybootstomp
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

Well that's comforting to know, lol ;)

This whole issue boils down to a supplier having supplied the wrong product and then refusing to replace the product for the correct one until the wrong product is returned. It's that simple.

This means that the customer is without the use of his computer for 4 to 7 days.

If I were the supplier I'd take a risk, especially as this issue is so public now, and send the guy the card and trust him to return the one originally sent.

In Scan’s favour they’ve offered to pay for return by Royal mail so the customer doesn’t have to stay in all day for the courier and they have, obviously, offered to swap the card.

They just won’t budge on the advance exchange issue.

Well, I’ve given my view on that so I’ll butt out now, it’s between Scan and the customer fella.

I have missed the debates on City Link, still haven’t seen them but in my POV they are rubbish. I had a stand up row with their Cardiff depot when they failed to deliver a laptop I’d ordered for my daughter at Uni. She had to get a cab to their depot at Cardiff to get her goods. The laptop to my other daughter (twins in case you’re wondering) at Bristol Uni was delivered ok, woohoo, City Link got that one right.

I ordered a Dvi connector from E-Buyer recently that City Link were delivering, stayed in the day it was meant to arrive – nothing. No card left. I find out from E-Buyer – not City Link – a week later that the part is at their depot, I had to do a 14 mile round trip to collect a part that cost a tenner.

City Link should get their act together.

As for Scan, I’ve bought a fair few items from them over the years and they’ve mostly been good, they’ve certainly got better so I’m not here just to bash Scan but just to offer a POV on this issue really.

Scan did upset me over a three week RMA last December – a faulty Saitek steering wheel – so I’ve been wary of them ever since. I mostly use OCUK FWIW.

Anyhow, thanks for letting me reply, I hope this issue is resolved one way or the other.

Quote:

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Originally Posted by floppybootstomp

I mostly use OCUK FWIW.

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Try posting stuff like this on their forums and see how far you get.

Quote:

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Originally Posted by pauleden

Try posting stuff like this on their forums and see how far you get.

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I have never cared for their forums, to be quite honest.

Never been there.

I do like their range of goods and in the last 6 or 7 years, they've dealt with my rma's admirably (grafix card turned around within 3 days). But I'm no fanboy and I'm not stupid enough to ignore the many criticisms of them I've seen.

I've bought stuff and returned stuff from just about every major supplier and there's only been one constant goodness - Kustom PC's.

I don't know about Dabs though, none of their stuff has gone wrong yet.

The difference is Scan, Dabs, OCUK, most of them - they all try to act the Corporate Clown, whereas Kustom PC's are a bunch of Scottish guys who just want to keep you happy.

It's as simple as that.

Quote:

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Originally Posted by floppybootstomp

The difference is Scan, Dabs, OCUK, most of them - they all try to act the Corporate Clown, whereas Kustom PC's are a bunch of Scottish guys who just want to keep you happy.
It's as simple as that.

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You have absolutely no idea and to make a claim like this just proves your words are just words and nothing else. I pride myself in being honest and I get most of my enjoyment by helping people not just in my own time but also at work. Every staff member at Scan takes pride in their job and I am sure sometimes we feel embarressed viewing some of the complaints made via this forum. The good thing is we take it on the chin and realise good can actually come from bad. I would not be here replying to your weightless comments at this time if I did not care about what happens outside of Scan. Your claim of "Corporate Clowns" actually make me laugh about how wrong you are, when I make accusations I make sure I look into the facts you can see this in this thread, I read the OP's problems then act on that with a sensible reply obviously you have not looked into the background of Scan and what we are about. Do you think we have Scan care on the Hexus forums becasue we twiddle of fingers wondering what we can do during the day or is it because we like to listen to customers with issues and offer our help and suggestions. Yes we are going to get slated, we are also going to get criticism but when a company realises that positives can come from negative its always as step in the right direction. The problem lies is when you stop going in that direction and prove me wrong since Scan was formed have we changed direction? From were we are now are we not still looking / Investing in ways to make things better?

Now I ask you politely unless you have good and helpful comments to make in this thread would it be possible to keep to the topic? "its as simple as that"

Regards

Quote:

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Originally Posted by floppybootstomp

I have never cared for their forums, to be quite honest.

Never been there.

I've bought stuff and returned stuff from just about every major supplier and there's only been one constant goodness - Kustom PC's.

I don't know about Dabs though, none of their stuff has gone wrong yet.

The difference is Scan, Dabs, OCUK, most of them - they all try to act the Corporate Clown, whereas Kustom PC's are a bunch of Scottish guys who just want to keep you happy.

It's as simple as that.

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If you don't like censorship so much (which in fairness it wasn't here just a bit of locking) then why do you ignore the OcUK forums then? :) I'm sure if you don't care for the Scan forums here you'll find them quite good if you order from them ;)

Dabs aren't as good as they used to be, OcUK are... I don't know but yes KustomPC's are good but so is Scan.

But hey that's just your opinion but you'll see loads of others think Scan is great too.

Paul M:

I had intended my last post to be my final word but I have to reply to your somewhat insulting reply.

Scan run the forum here on Hexus for one reason only - to make money, so don't kid yourself.

I DO apreciate that Scan have real live human beings replying to customer's problems here - that's a good thing. And as I mentioned before the only thing that upset me with the company you work for is three weeks to resolve a faulty product you sent me. In fact four weeks if you consider the time it took for the money to be put back on my credit card.

Other than that, Scan have been fine but that one incident makes Scan my last choice now.

You've just slapped somebody who in the next couple of weeks will be purchasing a 37" LCD TV; a KVM switch; hard disk; PS3 and electric shaver.

And talking of the shaver, I'll probably buy that from Amazon and I wondered how Amazon would deal with this problem here. In my experience, they would probably send a replacement card in advance, which is why I always feel confident in dealing with Amazon.

I have no one supplier to support, btw, no blind loyalties here, I just say what happens to me.

I'll say this much for you Paul, you've proved you're human with your reply.

Moogle:

Just out of interest, I applied to join the OCUK Forum yesterday evening but I'm still waiting for authorisation to post, we'll see how long I last ;) I hadn't joined previously because the forum didn't attract me.

Quote:

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Originally Posted by floppybootstomp

You've just slapped somebody who in the next couple of weeks will be purchasing a 37" LCD TV; a KVM switch; hard disk; PS3 and electric shaver.

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I'm sure Scan are quivering :)

But just for giggles, I think I'll order the pair of 4870s I was thinking of picking up here in Holland from Scan instead, to help them through the difficult times that you are doubtless to inflict upon them :cool:

(I will keep my opinions of how the OP has been dealt with to myself, but couldn't resist chipping in with the above - what can I say, I'm feeling mischievous!)

Im very interested how this matter will be resolved. At this point I have not seen anyone from scan saying: Yes, it is our fault, we sent you wrong card. There were few though questions asked here and most of them were not answered, my favourite one, what happened with unwanted/returned items as they are not sold as B grade.

In my opinion resolution to this problem offered by scan is not gesture of good will but simply please send us our card. Funny is scan made a mistake, and strange is no one wants take responsibility for this.

And cross swap is available, I have one coming today, faulty monitor (not bought from scan) will be taken by courier while he will leave brand new one. Telling that courier might have not have a space in VAN for GPU is in my opinion convenient excuse. I know that rules are for reason, but in this matter you should make an exception as it is your fault not customer. I like Scan, I often buy from you and never really had problem, only usual out of stock email at 8 o'clock in the evening (really you should improve stock control). But lately I see that mentioned care for customer on this forum is what every customer should expect from supplier. Not some superb attention. And of course scan and all others supplier are businesses not charities, so this are ways to make more money and keep customers. I would love to see this topic to open and updated by both sides of a problem. Good luck to both parties

So Scan dont think they are in the wrong for sending out the wrong product in the first place, or with having the prospect of leaving a customer without a computer for a number of days?

Locked until I reply

Thanks

Cross shipping / advanced replacements cannot be offered from SCAN - End of Story ... Yes a card was sent in error to the customer, of course this is an error as no Retailer would intentionally send a higher speck card without reason...

From looking into this in even more detail and to confirm that this issue was caused by an internal booking in error or you can call it human error - to make this clear - OUR FAULT ...

floppybootstomp I can only see your opinions tainted due to a previous bad experience - Fair enough... :) The offer is here to look back at your issue and post publicy about this through this Forum to see if we went wrong - We are here to help…

Options have been made to the customer, which we feel are fair and offered with the intention to be helpful whilst staying within Company Policies.

“Also to note the Customer did purchase 2 cards with just 1 card being faulty, returned meaning a system could be run with 1 so there would be no down time.”

Even so we understamd this is not an ideal situation and we appreciate the honesty and co-operation of sutt359 by agreeing to have received the higher specked card and agreeing to return the card to SCAN.

We have reviewed the decision and to prevent any further bad feelings between us and a Customer we will resolve this issue internally and will be offering the card to the Customer free of charge.

Some may disagree but I can assure everyone this decision would have come naturally with or without this forum or based on any content of any post / thread, but it is unfortunate it took longer than necessary to come to this conclusion..

We're definitely of the opinion that as a company you should be mature and humble enough to admit when you're wrong, analyse the reasons why, then take proactive measures to prevent those problems from occuring in the future. We have always tried to take constructive criticism on the chin and maintain a sense of integrity and honesty. Some companies might think this is a risky way to work, by admitting your errors, but we believe firmly that consumers are intelligent enough to realise that even the most effective company will have its flaws it's just whether or not you admit to them and put them out there in the open that makes the difference. Many companies shy away from this kind of honesty but we feel that it's time to make a change!

To re-confirm the OCX card will be offered to the Customer FOC, otherwise we can proceed with the Returns process as outlined by Wesley already.

Our Customer Service dept will be contacting the customer to offer the card FOC and we will post the outcome and hopefully we will now reach an amicable resolution.

Regards


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Zak Edit: 02/10/08 5:10pm
When a person is happy, they tend to be quiet. It's amazing the silence that tens of thousands of happy people can make.

When a single person is unhappy, they tend to make more noise than a thousand happy people all smiling inwardly.

Scan are probably the best company that I deal with. I get no pay from them. And HEXUS don't pay me. I like them. And I like HEXUS. It's why I use them both.

I think that this has now run it's course, because Scan will NEVER come out looking positively while it keeps getting dragged to the fore. And that's sad, because they ARE good people and it IS a good business, and I hope and pray they do well enough through this recession to be with us out the other side of it all.

I ask people to HELP them, be nice to them, and dont batter them when they're not deserving of it. Stuff goes wrong. Move on.

Quote:

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Originally Posted by Paulm@scan

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

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Paul, fair enough but that wasn't what Lee put with the card being out of stock he was making a general comment on drop off and collect and I thought it was a strange thing to say and can't see why this couldn't be arranged when the card is back in stock.

Let's draw a line under the advanced replacement topic - SCAN does not process advanced replacements in any circumstance.

Best Regards

I am happy to say this issue has now been resolved by the people at scan.

I would like to say thank you to the poor girl that took the brunt of my emails the other week, I never had any problem returning the gpu. But working 2 jobs day and evening takes up all of my time, so arranging collection and delivery can be quite difficult for me.

With the product I ordered still being out of stock, Scan have said I can keep the card without any cost to myself.

Thank you again, this will not discourage me from purchasing from Scan.

Kev

I only hope the poor guy/girl at Scan who made this unfortunate mistake doesn't have to cover the cost lost on the card personally i would return it for this reason alone.

sutt359

We are glad the issue has been resolved amicably... :)

Best Regards