My order dispatched today, and I were charged more then todays prices

[moogle]

Very unhappy.

They could refund the difference on the motherboard of a few £, but they cant / wont do on the CPU, even though my CPU was from the current £249 stock.

It's why one should never pre-order.

[Chris P]

Very unhappy.

They could refund the difference on the motherboard of a few £, but they cant / wont do on the CPU, even though my CPU was from the current £249 stock.

We could only refund the cost of the Motherboard as this was on our Today Only page when the order was amended but this fact missed by the CS agent who amended the order, a refund has been processed now, which corrects this error. The CPU was not on Today Only and was charged at the current price when it was actually ordered. The price reduction for this CPU was only applied after this order had already been completed.

For products pre-ordered that would be out of stock, if there is a price change BEFORE the order has been completed we will refund the difference back to the customer.

Sorry for any dissapointment.

Best Regards

[Clunk]

We could only refund the cost of the Motherboard as this was on our Today Only page when the order was amended but this fact missed by the CS agent who amended the order, a refund has been processed now, which corrects this error. The CPU was not on Today Only and was charged at the current price when it was actually ordered. The price reduction for this CPU was only applied after this order had already been completed.

For products pre-ordered that would be out of stock, if there is a price change BEFORE the order has been completed we will refund the difference back to the customer.

Sorry for any dissapointment.

Best Regards

Chris, a quick question about this - at what point does an order become "completed" is it when the item is delivered?

[Bhavv]

But I could have called up before it dispatched and asked to change the CPU to the lower price one, just like with the motherboard if I had spotted it before it was sent out.

It hardly makes any difference when the order was placed, if the price drops prior to dispatch, that should be price charged (as Play.com do, price changes on Pre order = you get whichever price was lower). I paid a pre order price for an out of stock CPU, you got them in stock with a cheaper batch, and sent me the £249 CPU for £263.

[Chris P]

When all products have been picked & allocated to the invoice.

[Chris P]

But I could have called up before it dispatched and asked to change the CPU to the lower price one, just like with the motherboard if I had spotted it before it was sent out.

It hardly makes any difference when the order was placed, if the price drops prior to dispatch, that should be price charged. I paid a pre order price for an out of stock CPU, you got them in stock with a cheaper batch, and sent me the £249 CPU for £263.

Bhavv

I have explained already that new stock came in after your order was placed & completed with a new Buy price, hence a reduction in the Retail price for this new stock. Or in other words new stock came in seperately under a different PO with a lower Buy Price after your order was placed.

[Bhavv]

Bhavv
I have explained already that new stock came in after your order was placed & completed with a new Buy price, hence a reduction in the Retail price for this new stock. Or in other words new stock came in seperately under a different PO with a lower Buy Price after your order was placed.

And as I am trying to explain to you, my CPU was taken from this new stock with a lower price and despatched after you got these lower price CPU's in stock.

When all products have been picked & allocated to the invoice.

My CPU was picked AFTER the new stock arrived, and price reduction occured, yesterday. You got new stock of the CPU, lowered the price, picked one for me after the price reduction, and charged me the higher price that was not for this current stock of CPUs.

My CPU is clearly from this new stock with a lower price that you recieved and dispatched yesterday, and you charged me extra for it.

Basically, when my order was completed and picked, the price of my CPU was already £249 and picked from the stock with this price.

You see this CPU here, for £249.75 ???

http://www.scan.co.uk/Product.aspx?WebProductId=998001

You picked and sent me one of those after it arrived in stock and the price was already reduced, and charged £263.55 for it.

[Chris P]

Bhavv

Yes your CPU was taken from new stock, but not from the second PO, which landed after your order was completed, which was ordered under a lower Buy Price.

Your second quote has already been answered and I don't wish to re-iterate what I have already explained.

I'm sorry we are unable to refund the difference back to you.

Regards

[Bhavv]

yes your cpu was taken from new stock, but not from the second po, which landed after your order was completed, which was ordered under a lower buy price.


Regards

You don't order two seperate batches of processors and have them arrive on the same day at different prices.

[Chris P]

Bhavv

Clearly you have more insight into our ordering system than I do.

Or maybe you are not as knowledgable as you think dude.

IE - Yes we can, do and have done.

I have tried to explain the situation in details and truthfully, If you choose to respond in the way I have had to edit out then, there is nothing more I can say.

[Bhavv]

Bhavv

Or maybe you are not as knowledgable as you think dude.

Not anymore so then the customer service person I spoke to this morning who stated that the difference on the CPU was refundable, it only became non refundable after I sent you my invoice number.

When the person on the phone looked at it, the difference was refundable.

[PeterStoba]

You don't order two seperate batches of processors and have them arrive on the same day at different prices.

Just thought you'd like to know its on today only at £249.54 now, more money off!

[Bhavv]

I would definately like a second opinion from someone else at Scan.

I'll get a call back from a customer services manager on monday now and wait to see what they say.

Seems to me that Retail Sales =/= Customer Service.

[Chris P]

Bhavv

I apologise for the confusion I was dealing with the query and there was no need to speak to CS, however I understand we all should be speaking off the same hymn sheet and I have spoken to the agent who incorrectly advised you and I apologise for this. You have again just spoken to this same person who has advised again that the difference can't be refunded back.

This is the decision made and cannot be changed.

Regards

[pauldarkside]

I suppose you could return the CPU under DSR or refuse to accept delivery. Then order again at the today only price ...

[Bhavv]

I suppose you could return the CPU under DSR or refuse to accept delivery. Then order again at the today only price ...

Yep. Thats what will be decided on monday if they cant refund the difference.

Will cost less then £10 to post it back, order new one at £249, just to exemplify the silly error they have made here.

I already accepted the delivery unfortunately.