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Thread: Appalling service from Scan

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    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
    Last edited by sutt359; 30-09-2008 at 02:55 PM.

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    Re: Appalling service from Scan

    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.
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    Re: Appalling service from Scan

    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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    Re: Appalling service from Scan

    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?

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    Re: Appalling service from Scan

    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.
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    Re: Appalling service from Scan

    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.
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    Re: Appalling service from Scan

    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

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    Re: Appalling service from Scan

    Quote Originally Posted by wesleyaldred View Post
    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

    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

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    Re: Appalling service from Scan

    Quote Originally Posted by sutt359 View Post
    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

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    Re: Appalling service from Scan

    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.
    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.

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    Re: Appalling service from Scan

    Quote Originally Posted by wesleyaldred View Post
    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
    Silly question

    When will the BFG GTX280 OC be in stock?

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

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    Re: Appalling service from Scan

    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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    Re: Appalling service from Scan

    Quote Originally Posted by Bluey View Post
    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.
    That i dont mind as they can always be returned to bfg

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    Re: Appalling service from Scan

    Yes of course.

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

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    Re: Appalling service from Scan

    Quote Originally Posted by wesleyaldred View Post
    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.

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    Re: Appalling service from 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,

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