Recent Scan Experience - Scansure

[Mr Smooth]

I used RL Supplies in Watford for a long time before I started using Scan, and one of the most important things was to be able to get the part or parts straight away, so being able to order and collect was great. RL got it wrong so many times, because you could order online, and collect, but it didnt check the stock. This meant quite a few times having to buy more expensive replacements. Scan's QCollect was brilliant in comparison! but there were a few issues.

If you ordered by Qcollect online at home, you had to wait a long time before you got the final email so you collect the item. Sometimes this was more than 4 hours, which wasnt good enough. Then you still had to wait because the item was only picked or ready when you managed to get your ticket to the counter. You didn't actually save any time at all, it was easier just going down there.

Using Qcollect on the booths was the best thing to do to avoid the queues, but still on a saturday you could be waiting a while.

Since the refurb, all that has changed. The service seems to be head and shoulders above what it was (more enthusiasm) and 1000% faster. I never really see big queues, and you can be in and out in five minutes. I dont know if anybody else has noticed, but I have.

The only thing that has annoyed me is the experience I have had today with the pain in the arse that is 'Scansure'. Its more difficult to get rid of than japanese knotweed, and totally unwanted.

I did my order as usual, and wanted to use a different credit card. I did my order, unticked the scansure (although it should be opt in, not opt out) selected the payment method, did the verisign credit card thing and confirmed the order. When i looked at the order, it had put the scansure back on!

Now this is where it gets interesting (if you are still reading this!). There is nowhere you cancel the order before it gets completed, without trying to ring up customer services. I was too late as i saw the 'email 4 of 4'. As the order wasnt actually despatched, I was picking it up, I didnt think there would be a problem in crediting the item off.

I rang up customer support and was told that I couldnt have the scansure refunded, it was non refundable. I said that there must have been a fault on the website, and as the insurance couldnt take place until the order was dispatched, the insurance was not actually active. I was put through to another customer service person (I have names) and she was a lot more helpful. I just indicated that there was no way for me to cancel the order (unlike ebuyer for example) and that I wanted to make them aware that this is happening. Also making me pay for it (a mere £6) and risk losing a customer wouldnt be the best idea. She finally agreed to credit the whole invoice so that I could re order. I actually went down to the store to order this time, as I genuinely didnt feel comfortable using the online q collect again, and having to go through the whole episode again.

Scansure SHOULD be opt in, plain and simple. That way no mistakes on anybodys part.

After doing a bit of research, i'm not the only person it has happened to (ie after using the verisign).

I'm not against the idea of Scansure, hell I might even use it if I'm doing a build, I just object to the way its implemented. At the moment, any fault with the way the website works (and I'm certain there are) or a mistake on the users part becomes a gain for Scan, a Win Win scenario. I don't even want to think about partially sighted people/ disabled people trying to work it out.

If they are absolutley 100% sure it is a good product, why don't they just make it opt in? I dont see any reason apart from their gain why it isn't.

Don't ruin the good reputation you have.

[Ph4ZeD]

Theres a very substantial and long thread on these forums regarding ScanSure, it has a lot of different opinions and useful information. I suggest you check it out!

[Mr Smooth]

I have looked at the one's I can. In fact I did that before I registered. Although Scan say there is nothing else that can be said on the matter to make them change their minds, I disagree. Every one of the customers who have spent thousands (and hopefully thousands more) including me have a voice. In fact, everybody who gets this issue in future i am sure will be googling 'scansure' in future, so the more that is said about it the better.

You just have to shout louder sometimes or more frequently when you know you are right.

If they acknowledge that a mistake can be made, what process is available to rectify it? If you have selected scansure by mistake (or its been selected for you). If they are not going to budge, they have to go some way to help them. A suggestion would be to have the feature (like ebuyer) where you can change bits of your order (including delivery method) until actual dispatch. This would solve the problem I had.

Telling everybody who has had the problem that its just not refundable is not an acceptable situation, and just undermines the good hard work they have done to get in the position they are in today. Its a shame that I am currently considering not using them any more.

[Blitzen]

Scansure should be 'opt in' rather than 'opt out'

[Mossy]

Thank you for you comments they are taken on board. Now Scansure has had time to settle and actually show what it is worth it has proven to be everything it states on the tin and more. The amount of people who have come over the phones and left comments on our online system thanking us becuase it has simply saved them from a complete loss is positive. I am not going to go over the opt in and opt out situation if you search the forums as stated above there are pages and pages explaining why.

but your comments are noted although if you did know Japanese Knotweed you will actually find this quite a bold statement as usually its there to stay where as Scansure from Step one is easy to opt out and hard not to notice the costing on the invoice.

Regards

[PeterStoba]

Thank you for you comments they are taken on board.

Obviously lies, as this was said months ago in the other topics, and they weren't.

[Disturbedguy]

Slightly harsh comment Peter?

How do you really know whether the comments have been taken on board or not?

The thread has remained pretty civil until now, lets not turn yet another thread into a petty flame war.

[PeterStoba]

Slightly harsh comment Peter?

How do you really know whether the comments have been taken on board or not?

The thread has remained pretty civil until now, lets not turn yet another thread into a petty flame war.

It's not harsh at all.

I know it's true as people wanted it to be opt in, and they said we will take these into consideration, then the manager turns round and pretty much says it will remain opt out to make extra money

[Chris P]

PeterStoba

Because we have not actioned the request of Scansure to be Opt In does not mean that we have not taken the point on board. We take on board all feedback we receive. In this case the point raised that scansure should be Opt In not Opt out was received, considered and a decision made, to say that we havn't taken on board the comments just becuase we havn't acted is wrong.

We appreciate the feedback that has exhaustively been received but a decision has been made on this subject already and will not be dragged up again in a new thread.

More often than not Scansure has prooven itself, we are finding that customer's are complaining saying they havn't been offered Scansure, it is being pro-actively requested and cases where damaged has occured that have been covered with the Policy have been replaced promptly.

[Chris P]

Mr Smooth

I will look into the possible issue of Scansure re-instating itself after the Verisign stage and may need to speak to you for more information.

Best Regards

[peterb]

Deleted - overtaken by another post.

[Mr Smooth]

Chris,

I appreciate that. I will pm my details to you if you request them.

Again I state I am not against scansure itself as a product, just in the way it could be mistakenly ordered. I definitely unticked it once, and that should be enough.

Also a procedure should be available for those who mistakenly order it to be able to remove it from the order. Whether that be before dispatch/collection only at the very least, and a procedure online to do it (as the order itself doesn't appear in your account until its complete, and by then its too late at the moment), or a number to call.

I'm sure you understand why people are getting annoyed by this, and If I can help in any way I will.

[LWA]

Scan - can you not offer people the ability to turn the Scansure default to off in the edit account section?

This way it is still default for everyone and people who want it turned off only have to do it once (rather than every time they order)

Seems like a fair compromise to me

[Funkstar]

Scan - can you not offer people the ability to turn the Scansure default to off in the edit account section?

This has been sugested before as well.

Like changing it to opt-in, this isn't going to happen.

Part opf the issue is the insurers requiring it to lower their risk. If they have it as opt-out, poeple have to actively remove it, meaning more poeple will decide to accept it and proceed. That means that the insurers liability is lower and costs are lower for everybody purchasing the insurance.

@ Mr Smooth: The issue of editing your order online is a very long standing one. It would mean Scan completely overhauling their systems, as the backend payment and stock system isn't part of the website. I can understand why they do it, it is more secure this was as no payment information is stored on the public facing website or servers. However it does mean more work customer services as you need to phone to amend an order. It does annoy me from time to time.

[Chris P]

Mr Smooth

We have checked through recent order's placed yesterday and today and can confirm we have invoices, which have had Scanusre successfully removed and have been pay authd through the VBV system.

We also placed a dummy order, removing the Scansure service ( Remember it is a 2 click process ) and then proceeding to make payment through the VBV payment system, which was checked to ensure that the Scansure charge wasn't re-added, which it wasn't.

So from the looking at actual order's that have been raised we can see no evidence to show that the Scansure service can re-add itself after the payment stage when removed ( 2 Click's ) at Stage 1.

However we are still looking into this and if you can post your invoice number so we can duplicate the exact order you placed to see if we can duplicate the error you report.


Best Regards

[Mr Smooth]

I'll pm the details shortly. Many Thanks.