SCAN avoiding fixing faulty kit - again.

[Bomag]

In Feb this year I purchased a Viewsonic 10 tablet directly from Scan in Boltn, not mail mail order, and now its faulty.

I just had a fob off from Scan to say that they cannot be bothered to look at it and I could try the manufacturer. What is the point of a retailer who is quite happy to take a large amount of your money but is not bothered to provide customer support for even a year? I thought that Scan's slightly higher prices would mean that they would sort out faulty products for you or sort out the hassle of getting the manufacturer to fix it. Up to now Scan has been quite good with the only issue being a hard disk dying at the end of an extended warranty. Looks like the list of companies with decent customer support is getting smaller.

Anybody know for how long Scan does bother to fix things for you?

[spoon_]

Which warranty you have on your product?

[g8ina]

May I remind members that SCAN have requested that they do not comment in these after sales threads unless they are the OP ...

http://forums.hexus.net/scan-care-he...-reminder.html

This refers :

http://forums.hexus.net/scan-care-he...ease-read.html

ta

[Disturbedguy]

Its not in the after sales section though?

[Chris P]

Bomag

We wouldnt have said "we cannot be bothered" I assume this is what you have read into the response you received..

If you confirm your RMA / Invoice Number I will confirm the response received and explain to you the reason why.

Best Regards

[Mark@SCAN]

Hi,

Our reply was as follows:

"Regarding your email,

All warranty on this product is handled by the manufacturer directly, please contact them from the details provided below

Subject to 2 years manufacturer's warranty, direct with Viewsonic 0871 855 3355, service_gb@viewsoniceurope.com

http://www.viewsoniceurope.com/uk/support/warranties/viewpad.htm"

We are not fobbing you off, with this product it is quicker/easier for you to deal directly with viewsonic, if you choose not to that's fine, we will get it back and deal with it on your behalf, it just add's an unnecessary step that's all.

Please advise.

Regards

[F1nn]

Hi,

Our reply was as follows:

"Regarding your email,

All warranty on this product is handled by the manufacturer directly, please contact them from the details provided below

Subject to 2 years manufacturer's warranty, direct with Viewsonic 0871 855 3355, service_gb@viewsoniceurope.com

http://www.viewsoniceurope.com/uk/support/warranties/viewpad.htm"

We are not fobbing you off, with this product it is quicker/easier for you to deal directly with viewsonic, if you choose not to that's fine, we will get it back and deal with it on your behalf, it just add's an unnecessary step that's all.

Please advise.

Regards

Then your email reply should clearly state that the customer has the choice you just explained in your post.

I don't see it mentioned anywhere in the email, hence the customers reaction.

Do you disagree?

[g8ina]

Its not in the after sales section though?

Well spotted, just making sure you were all paying attention

[Jonj1611]

Lol g8ina, well the sentiment was right, just the wrong forum

Keep up the good work mate

[Disturbedguy]

Well spotted, just making sure you were all paying attention

Aha when I first read your post, I admit thought "I'm sure this wasn't in the after sales section" had to double check

[Mark@SCAN]

Then your email reply should clearly state that the customer has the choice you just explained in your post.

I don't see it mentioned anywhere in the email, hence the customers reaction.

Do you disagree?

No I completely agree and it normally does, however a member off staff from another department was helping answer queries on this particular occasion and replied without explaining this.

It has been made clear to all staff members dealing with warranty queries to mention this when directing you to the manufacture for warranty service that you always have the option to deal with us directly.

Regards

[F1nn]

Great!

[Bomag]

Hi,

We are not fobbing you off, with this product it is quicker/easier for you to deal directly with viewsonic, if you choose not to that's fine, we will get it back and deal with it on your behalf, it just add's an unnecessary step that's all.

Please advise.

Regards

Thanks for the reply this makes your position clear. I just wish that this was explained in your reply to my RMA request. For some people the ability to pop over to a physical shop and you to deal with the defective product (even if it takes longer) is much preferred than dealing with most manufactures.