Terrible customer support

[nads]

Hi,

I've been using scan for many years and in that time have spent a lot of money on entire systems.

My problem is that i bought some memory from their online site on the recommendation of one of there staff. I mailed them to ask which memory i should buy as i didnt want to get the wrong type. Heres the reply:

The memory you require is actually;

...

Hope this helps,

Best regards,

Lee Pennington - Contact: 0871-472-4747
Scan Computers

The memory turned up..but it didnt work..i tried one stick at a time etc..nothing. They agreed for me to send it back and give me a "FULL" refund.

The cost from my card was £30.26, they credited £22.28 back to my card. Not a full refund, not to mention the added cost to myself to return the goods.

I phoned today and was given the excuse of "The item was recommended to you in good faith its your problem not ours" Although in initial email i recieved he clearly states "The memory you require is..."

I am absolutely disgusted with the way this has been dealt with. I won't be buying anything else in future. The whole reason i asked for advise was so this wouldn't happen.

Sorry for the long post but i had to get the whole series of events down.

[leepen@scan]

Please provide your original OLQ query number or please PM me your email address used during this query and I shall ensure we look into this further for you.

All the best,

[Mossy]

As you can not PM please post your reference.

[nads]

Hi,

This is the query reference

Query ****** - {8F1E9714-1F72-4E7B-A3ED-BB9BEA173BE0}

[leepen@scan]

Nads,

As the memory in your notebook has been discontinued - this was the closest product available to match your system. DDR2 3200 doesn't exist any longer and normally, DDR2 PC4300 would clock down to 3200 speeds. It's unfortunate that this hasn't worked in your system but when swapping out memory from totally different vendors, you always run the risk of compatibility. Also, you neglected to include the apology that I provided you with after I mis-advised you initially, which was regrettable but I did catch it in time prior to you ordering the completely wrong memory.

It was my understanding that this situation had been resolved, including the return and refund as your original return request where you stated the memory was incompatible is dated; 02-10-2008. We received your returns request on the 6-10-2008 and the refund was successfully processed on 13-10-2008 which means your refund should clear today or tomorrow at the very very latest.

We cannot be responsible for hardware manufacturers who decide to use proprietary hardware within their machines. We can only run on general guidelines as it's difficult to guarantee compatibility with notebooks that use what would be considered 'non-standard' hardware.

If there's anything else we can do for you, please do not hesitate to get in touch.

Best regards,

[nads]

Yes i've had a refund but not for the full price i've paid. Why?

[leepen@scan]

I am awaiting a response from our Returns Manager regarding your carriage fee. We shall post soon with further information.

[nads]

Ok. Thanks. I just wanted a full refund, thats it really,

[wesleyaldred]

nads,

I confirm the following from our Terms & Conditions:

g) Advice given by us to you
We are always prepared to offer advice about the goods including advice about installation, compatibility, configuration, and product upgrades.
We know the general purpose for which you require our goods and we will take reasonable care when giving you any advice.
Without knowing the particular application for which you require our goods and the exact specification and configuration of any existing system into which you intend to install our goods we cannot and do not warrant the suitability of any of our goods for your particular purpose.
We do offer a service whereby we will install our goods into your existing system. If you ask us to do that, we can warrant the suitability of the goods installed by us.

h) Your responsibilities
It is your responsibility to ensure compatibility of any goods offered for sale by us both with the existing components within your system and with any other goods offered for sale by us.

I can further confirm that as a gesture of goodwill I will arrange for the original carriage charge to be refunded to you although i'm afraid I cannot offer a refund of the costs you incurred in returning the memory to ourselves, which taking the above into account was processed inline with the Distance Selling Regulations

Wesley

[nads]

retracted

[wesleyaldred]

Wesley, thanks for quoting the terms and conditions at me..however havnt you broken them by reimbursing part of the price? I've never had any problems like this before..but after a quick look on google it seems that i'm not alone with problems like this.

Ummm, perhaps you should re-read my post in full

[nads]

Sorry Wesley...Misread the last post.

[alexp999]

As far as I am aware, under the Sale of Goods Act, if the retailer effectively says "this will do what you want it to do", in this case, "The memory you require is actually;", and the product does not fulfill that duty, the retailer is then liable to give a full refund to the customer.