RMA fault found request for postage problem.

[EasterEEL]

I returned an item under Warrantly RMA203595, which Scan tested and confirmed faulty. It was duly repaired and returned to me.

I claimed for carriage as I am entitled for a refund under the sale of goods act. The cost of carriage was £31.53 (the item weight was 20KG and insured for £400.)

I got the following response from Scan:

Scan Computers will not be processing a refund of £31 as these costs are completely un-reasonable and un-necessary. I can confirm that much cheaper postage rates could have been obtained via either Royal Mail parcel post or via courier from www.parcel2go.com, indeed on parcel2go with enhanced compensation cover the cheapest quote obtained via Fed Ex based on the weight and dimensions or your item is £7.99+vat, whilst there are even cheaper quotes they do not include the enhanced compensation cover and as such I can confirm that the refund of returns postage costs will be limited to £7.99 + vat and I will arrange for this amount to be actioned shortly.

However when I have checked on the www.parcel2go.com web site the figure of £7.99 + VAT only includes maximum compensation cover up to £50. I even telephoned parcel2go and they confimed this is the case. In actual fact with insurance for £400 the options are more expensive than the UPS bill I have claimed for.

I have spoken to Trading Standards (I have a case number) and they have advised me they think I was being prudent to insure the item as you would not have taken responsibility for loss or damage in transit and Scan should refund the carriage in accordance with the sales of goods act.

In light the above and as a long standing customer of Scan, please can you re-consider your stance regarding this.

[Stanman]

Dont think their stance is unreasonable, though it would be helpful if they linked to couriers in the RMA email or even got preferential rates with citylink for returns to stoip something like this happening.

[jim]

Scan kept nice and quiet about that one when I spent a fortune posting components back to them.

[nickp8]

Are you in the UK mainland? Why did you arrange your own courier and not get SCAN to get City Link to collect it?

£31 is OTT. I pay about £15 for DHL Diamond - delivery next day by 10am, insured upto £500 and upto 31kg in weight.

[Ph4ZeD]

£31 pounds is insane, did you get it couried via ferrari?

[bug850-4300]

dhl diamond appears to not be available anymore. It's not on their website in any case.

Also, why shouldn't he arrange his own courier? Most people do, parcel2go simply shows couriers. Anyone other than Parcel Force (who are ridiculously expensive at this sort of thing) are couriers.

[nickp8]

Scan can have the item picked up by City Link and it wouldnt have cost anywhere near £30. He wouldnt have had to worry about insurance as it would be upto SCAN to ensure the item was adequately insured just as when they sent it back to him after repair.

I use DHL Omega 12 and Omega Diamond regulalry. It is still available: http://www.dhl.co.uk/publish/etc/med...ct%20Range.pdf

[holy god of nil]

I really don't think you can blame the guy for sending the goods back himself if scan did not ask him to use a particular courier. If he spent £31 on the RMA (though I agree it seems a lot) that is how much they should refund and saying after the event that he could have done it cheaper is not a vaild excuse from a retailer with as good a reputation as Scan IMO.

[astrok]

Hope you get it sorted but suspect that you, like others, will simply have to shop elsewhere from now on to get good service. Worse service I've ever had from this bunch. Good luck though.

[wesleyaldred]

We have indeed refunded a fair value against carriage charges, we will not refund what is clearly a large insurance premium as the onus on returning the goods in a safe condition is yours.

The £7.99 that we based the returned carriage on was actually a quote somewhere in the middle, there were actually much cheaper options.

Again the additional £23 for insurance you opted to include is of your own choice and will not be refunded by Scan.

[Ph4ZeD]

Hope you get it sorted but suspect that you, like others, will simply have to shop elsewhere from now on to get good service. Worse service I've ever had from this bunch. Good luck though.

Oh stop crying. Why should Scan have to refund what are clearly exorbitant shipping costs? No other etailer would refund £31(!!!!) for shipping.

[EasterEEL]

We have indeed refunded a fair value against carriage charges, we will not refund what is clearly a large insurance premium as the onus on returning the goods in a safe condition is yours.

The £7.99 that we based the returned carriage on was actually a quote somewhere in the middle, there were actually much cheaper options.

Again the additional £23 for insurance you opted to include is of your own choice and will not be refunded by Scan.

I am lucky enough not to have been in this position before, but it has been an education. I am sure the Sale of Goods Act 1979 covering recompense for carriage does not intend to exclude courier insurance against loss or damage.

nickp8, The DHL Diamond is certainly worth knowing about but I have checked the DHL site and I can't find the Diamond option?? The cheapest option for something weighing 20kg is £19.99 which only insures up to a max of £100. With insurance they are more expensive than UPS.

Ph4ZeD, I am not crying over it and the shipping costs were not exorbitant. In fact nobody including you or Scan, has come up with anything cheaper than the UPS option I took (the item weight was 20kg and insured for £400).

[nickp8]

The pdf I linked to is the updated DHL service guide from 6th July 2009. I actually last used the service last Thursday so dont know why it is not showing on the site.

Next time you need a courier check: http://forums.moneysavingexpert.com/...html?t=1397925

Interparcel prices are normally good. www.interparcel.com

[usxhe190]

Please someone tell me what the customer did wrong here.

To prove under Scan's own rules, he had to pay courier charges himself to take the risk of whether the component is faulty or not.

Since it was faulty, Scan should take the risk of reimbursement right?

Am I missing something??

[Disturbedguy]

I think the problem here is to do with the amount the customer is expecting to be refunded.

[Ph4ZeD]

I think both Scan and the customer are at fault here in their own way.

1) Scan are at fault because they havent recommended a courier that is covered by their £7.99+vat refund (surely CityLink as they have a contract with them?). Its inevitable that customers will use different couriers and different services which will cost more than Scan are willing to refund.

2) The customer has used a courier and method which is expensive by most measures.