Holy Bejesus, RMA shocker

[Ch!lledBudwei2e]

I gave scan a email a few weeks back regarding a possible faulty PSU as god knows every other component has come back ok. I told the guy my situation and wasnt 100% sure if it was faulty or not. Anyhow he said the problem could indeed be a PSU problem and would be best to send it back via RMA.

Had this email today:


I am writing with reference to your recent return, the items received have been tested with no fault found.

I can confirm that the items have been tested against any details with the return and also those logged on our RMA system. Our technical staff are fully qualified and having read your comments have not found any faults with your items. The fault report found by our technical team is;
“Works i.e posts fine and all voltages are fine in bios monitor”

The items need to be returned to you as soon as possible and in order to return the items to you there is a £10 +VAT carriage and a £10 +VAT service charge. Please forward payment details, cheque or postal order to the value of £23.50 inc. VAT, made payable to Scan International.

I apologise on behalf of the directors of Scan Computers for the problems you have encountered. It is our aim to resolve any issues quickly and effectively so as to maintain a long-term relationship. I trust the above action has met your requirements.


Yours Sincerely,



Mrs E. H. Norris
Returns Manager


Is this a fzking joke? £23.50? and it cost me £10 to send the damn thing to them, and of course thats my cost seeing as its apparanlty not faulty, but Ive never had this kind of reply before.

had a quick look at the http://www.scan.co.uk/terms.asp and so far I havent come accross anything stating these costs.
The damn thing was only £60 in the first place so I doubt I would have botherd with £35 of cost to get it back.

Any ideas?

[BUFF]

"Insofar as it may be established that there was no defect in the goods at the point of delivery to you, we reserve the right to charge you £10 as a contribution towards the cost of inspecting and testing the goods.

In any case where it is established that there was no defect in the goods at the point of delivery to you:

we will nonetheless try to assist you in resolving the problem

depending upon the age and condition of the goods, we may be prepared to accept the return of the goods subject to a restocking charge and refund or credit the balance of the costs of the goods.

insofar as the age or condition of the goods is such that we are unable to accept their return, we will redeliver the goods to you. You agree to pay to us the reasonable cost of re-delivering the goods to you."

[Ch!lledBudwei2e]

"Insofar as it may be established that there was no defect in the goods at the point of delivery to you, we reserve the right to charge you £10 as a contribution towards the cost of inspecting and testing the goods.

In any case where it is established that there was no defect in the goods at the point of delivery to you:

we will nonetheless try to assist you in resolving the problem

depending upon the age and condition of the goods, we may be prepared to accept the return of the goods subject to a restocking charge and refund or credit the balance of the costs of the goods.

insofar as the age or condition of the goods is such that we are unable to accept their return, we will redeliver the goods to you. You agree to pay to us the reasonable cost of re-delivering the goods to you."

Voluntary code for the return of goods by you to us

This code only applies as between you and us if you are a consumer. This code is intended to promote good relations between you and us. The code is entirely voluntary and does not affect your statutory rights.

IMPORTANT: In individual circumstances the provisions of the voluntary code may be more or less favourable to you than your statutory rights. You are free to withdraw from the operation of the code at any time and pursue your statutory rights. If you are in any doubt about your statutory rights you may wish to consult a solicitor or your local citizens advice bureau.

[Zathras]

I think you'll find they're perfectly within their rights to charge you for inspection and return delivery. Check with trading standards if you must, or google the distance selling regulations.

[Ch!lledBudwei2e]

In reply to this post, can I thank the company for being 'human' and listening to my email and coming to a very pleasing result.

[Carlh]

Glad that this looks to have been resolved.