Customer Service Query

[Mark@SCAN]

Just let me know the new invoice number when the order has been placed and I will e-mail you with a returns number and instructions for the return.

Glad we have managed to reach a mutually agreeable conclusion

Regards

P.S. have a read of the following on how to get free SCAN2HEXUS customer shipping:

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

[james.daly91]

Just let me know the new invoice number when the order has been placed and I will e-mail you with a returns number and instructions for the return.

Glad we have managed to reach a mutually agreeable conclusion

Regards

P.S. have a read of the following on how to get free SCAN2HEXUS customer shipping:

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

Hi Matt,
Further to our conversation yesterday I placed the order for cooler (E2181539) and messaged the invoice number to you around half 7 this morning but checked sent items on here and for some reason it hasn't appeared.
Could you advise of return number and address so I can post the cooler (which is packaged and ready to go, currently sat on my desk at work) today to prevent further delays?
Thanks
James

[Mark@SCAN]

Hi James,

I did get your PM on here, thanks.

I have forwarded RMA instructions for the original cooler purchased which will be refunded in full upon return.

Regards

[MrRockliffe]

This doesn't look like poor customer service to me. From experience, they're as good as Amazon (whom won customer service award).

As previously stated, it was out of the 7 day window, and the fact they have a agreed to refund you is pretty remarkable!

[james.daly91]

This doesn't look like poor customer service to me. From experience, they're as good as Amazon (whom won customer service award).

As previously stated, it was out of the 7 day window, and the fact they have a agreed to refund you is pretty remarkable!

The fact that they have agreed to refund me is what I would call good customer service. It may just be me (and the company I work for), but I deem "good" customer service to be not just doing what you're required to do by law but actually going the extra mile to help customers beyond that requirement. Offering free next day delivery, for example, is brilliant because it's not something that they are required to do already (even Amazon make you pay a subscription for that). Likewise, their forum presence to offer support is evidence of excellent customer service. There are always going to be areas where customer service is weaker on, such as this returns issue, but it's the sort of thing that with a bit of clarification in the T&C's could be resolved.

Anyway, I got the replacement cooler yesterday so will be fitting that this weekend, and the cooler I returned was sent off on Weds so we'll see what happens next. Overall though, provided the rest of the return goes without a hitch I will be willing to amend the thread title to reflect their efforts to, as mentioned before, go beyond their legal requirements to help a customer.

[Andi-C]

Well done both party's ! A subject edit is needed OP ?

[kalniel]

Well done both party's ! A subject edit is needed OP ?

See post above yours

[james.daly91]

Hi Mark,

As yet I haven't received a refund for the requested order - do you know if there is an update on this?

Thanks

[Carlh]

James,

I am currently not in the office however if you can PM me your RMA number I shall check the status of the return tomorrow.

Regards

[james.daly91]

RMA Number: 325725

Thanks

[Carlh]

James,

I have requested an update from our returns dept for you.

Regards,

[Mark@SCAN]

Hi James,

This shows as refunded via paypal on the 30/01 can you double check?

Thanks

[james.daly91]

Hi Mark,

Found it in paypal - I was only looking at bank balance. Thanks very much for the assistance, going to change title now

Regards