Scan Returns Postage Query

[SiM]

Since when was this a policy? I have received refunds for postage in the past from scan iirc.

Does this even comply with the sales of goods act?

I chose to post back a faulty DVD drive by RM since I wanted to do Scan a favour by saving them the £7+VAT (or whatever it is) courier charges on such a low value item (£14). Now they refuse to refund me for the return postage.

Does anyone think this is fair?

Please can a Scan rep look into this.

Thanks.

Edit: Query 0775254 - {1F73CD54-257B-4D12-9832-AF88B42753B7}

[jim]

I've seen a couple of times on this forum that they've refused to refund postage if the courier option was offered - I'm guessing that's what happened here.

And no, it isn't fair imo, but they seem to think they're covered.

[matty-hodgson]

but they seem to think they're covered.

And that's the exact way to lose a customer .

[SiM]

I'm pretty pissed off at this. This is pretty dishonest even if it is covered by their small print.

They could have told me before when I offered as I said I was only doing it to save scan the costs.

I know losing a few quid won't make me bankrupt, and I know I won't make scan go bankrupt by switching to a competitor, but surely they would make more profit of me from continued business and recommendations than they lose from the postage cost... but it seems like they can't make good business decisions.

I have been nothing but a good customer, and this is how they treat me? I have even accepted a 2nd hand item (working) from scan to save them the return courier costs...

[Perfectionist]

(1)If section 48A above applies, the buyer may require the seller—

(a)to repair the goods, or

(b)to replace the goods.

(2)If the buyer requires the seller to repair or replace the goods, the seller must—

(a)repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;

(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).[/quote]

[Chris P]

SiM

We offered a collection, which you declined.

However I understand your point of offering to return the product at your cost and the reasons why.

I will liaise with Wesley ( Returns Manager ) on Tuesday to discuss this

Until then the thread is locked.

Best Regards

[wesleyaldred]

Perfectionist

This is now your 3rd post which deliberately misleads people and will not be accepted, we did offer to bear any necessary costs by offering a collection, the fact this was not taken up and un-necessary costs were then incurred means Scan are not liable and the costs incurred change from necessary to un-necessary.

Wesley

SiM,

I will look into the issue personally and will respond to yourself via the OLQ.

[Perfectionist]

Wesley, grow up, don't you dare try to lie about me then change my post to hide what I actually said... The links you removed from my post was to a page on the BBC's website explaining "5 consumer laws you really ought to know", and a copy of the sale of goods act on The Office of Public Sector Information's website...
If this consider that "deliberately misleading people" you need to seriously take a look at yourself. I was not the one that said Scan did not offer to pay postage, that was SiM in the first post... quote "Now they refuse to refund me for the return postage". I was replying to the post that was made, which didn't mention collection. I was trying to help, and you attack me because you apparently don't like links to consumer protection laws...

[wesleyaldred]

The links are not a problem but the wrong facts you interpret from them are, please do not make personal interpretations of factual information, as this is the 3rd time of doing so and can be very mis-leading for everyone.

In future if you mis-interpret information your posts wont be edited they will be completely removed.

Wesley

[CaptainCrash]

Perfectionist

This is now your 3rd post which deliberately misleads people and will not be accepted, we did offer to bear any necessary costs by offering a collection, the fact this was not taken up and un-necessary costs were then incurred means Scan are not liable and the costs incurred change from necessary to un-necessary.

Wesley

Just to be absolutely clear for future reference - are you, on behalf of Scan Computers International Ltd, stating that your employers' company policy is to refuse to meet any reasonable costs incurred by a customer returning faulty goods?

[pauleden]

The links are not a problem but the wrong facts you interpret from them are, please do not make personal interpretations of factual information, as this is the 3rd time of doing so and can be very mis-leading for everyone.

In future if you mis-interpret information your posts wont be edited they will be completely removed.

Wesley

But... as far as us readers can see, you _removed_ links to factual information and _left intact_ his interpretation.

[Disturbedguy]

But... as far as us readers can see, you _removed_ links to factual information and _left intact_ his interpretation.

Factual information that Perfectionist misinterpreted and mis-posted for users to see on the forum.

Just to be absolutely clear for future reference - are you, on behalf of Scan Computers International Ltd, stating that your employers' company policy is to refuse to meet any reasonable costs incurred by a customer returning faulty goods?

If SCAN offer to collect an item at cost to themselves, but a customer refuses this and sends it back themselves, I fail to see why SCAN should offer a refund.

[CaptainCrash]

If SCAN offer to collect an item at cost to themselves, but a customer refuses this and sends it back themselves, I fail to see why SCAN should offer a refund.

Because it's the law. We've had this discussion before, how many times does it need to be repeated?

[matty-hodgson]

If SCAN offer to collect an item at cost to themselves, but a customer refuses this and sends it back themselves, I fail to see why SCAN should offer a refund.

Because some people can't wait in all day for City Link to come and pick it up, and it's easier and probably cheaper to take it to the PO and send it.

[Georgy291]

oh dear im in this position to, i need to send back some faulty ram and i cant use their pick up service as im in uni halls

was going to PO it my self but going to check with porters now

just checked with porters and they said its ok to leave stuff with them....so will call scan to re arrange tommoro

[CaptainCrash]

oh dear im in this position to, i need to send back some faulty ram and i cant use their pick up service as im in uni halls

was going to PO it my self but going to check with porters now

You do *not* have to use Scan's collection service - you can send it back yourself, and as long as the postage costs are "reasonable" Scan are legally obliged to refund you, regardless of what wesleyaldred says.