Need some assistance from customer service

[jimmyjimmyo]

Hi guys

I just need some help with this order it's a bit of a rant and quite a long read but it has been an ongoing saga.

At the start of July I ordered about £600 worth of PC parts from them to build a new machine. I had to call them 2 days after there estimated shipping date because they had not sent the items out.

They apologized for the error and shipped the items that day.

The items arrived on the 5th July so I began to assemble the main component (watercooler for CPU) and after assembling the cooler I did a loop test (you fill the pump and allow the pump to run water through the loop for 24 hours) sadly the radiator leaked after about 12 hours so I had to arrange to send it back but instead of just taking the radiator back they asked me to send back the entire kit which meant disassembling the whole thing and packing it back up which I did.

The item was shipped off and sent back to scan 2 days later, when they received it they tested it and agreed it was indeed faulty so they arranged for another pack to be picked and sent out.

Sure enough I had to call them again after they missed there shipping estimate by 2 days, once again after 15 minutes on hold they shipped that day to arrive the following day (I have had to take so many days when I should be working just to deal with this).

The items arrive the following day but they have sent back the kit minus several key parts (socket 775 mounting kit, Northbridge cooler and no tubing all of which were sent back and surface of the CPU cooler was badly scratched)

All they had done was what I had asked them to do which was swap the radiator which they could have done without me returning the whole kit.

So anyway I called them at 9am on the same day to make a complaint and find out what has happened to the rest of my parts. The lady on the phone was very pleasant and said she would speak to her technical department and call me back by midday to let me know what they had to say.

So she calls me back and says that the parts they returned were what I sent in (so untrue) so I asked to speak to a manager to try to get to the bottom of the situation I was told that all managers were on other calls and thy would call me by close on that day.

Needless to say I did not get that call so the next day I call them again and speak to the same operator who is once again very apologetic about the whole situation and arranged to have a manager call me before the end of the day I explained that if I did not get the call by 4.45 I would call back.

Surprise surprise no one called so once again I called them the operator explained that managers were all on calls but he made one aware that I was waiting on the line for them so after explaining my situation to the guy on the phone I asked him to chase up the manager for me and his words were "he has just walked past me and gone home mate but I will leave a note for the duty manager on Saturday morning".

No call on Saturday so I called on Monday morning to finally speak to a manager (Michael) who took my details and actually managed to sort out the missing parts though not the scratched CPU cooler "because they are all like that" I tried to explain that it was not like that when I sent it off but he was having none of it and by now I just wanted the parts I was missing to finally get on with the job.

So the shipment was arranged and once again I had to chase up the delivery after 2 days of waiting for the RMA to ship grrrrrr.

so whilst waiting for the parts to arrive I decided to fit the motherboard and CPU into the case (I obviously had to open the packaging) anyway get everything together all set up (I had tested the radiator with an old aquarium pump I had laying around so no more leaks) once everything was together I switched on only for the pump to go pop and stop working .

So on the Monday just gone I obtained an rma and sent back the pump and controller card at my expense, it arrived at scan on Tuesday and was promptly tested and found faulty and a replacement was said to be shipping on wed. 2nd (can you guess what happened) sooooooo Thursday I had to get in touch via email to try to get the item shipped and still no joy after mailing them repeatedly I decided to ask for compensation for time lost and the reduction in price on the items purchased OR an exchange for the goods that have been here for five weeks without use due to one faulty watercooling kit and a lot of hassle from SCAN.

TBH I am just sick to the back teeth with the whole situation now, the parts were a gift from my wife and after 5 weeks I would sooner not have the stuff or at least swap them for a Conroe compatible motherboard and CPU of the same or greater value.

Scan have said that because I have opened the items and they are not faulty they are unwilling to do anything for me.

I cannot understand why customer service has been so bad in this instance and have refused to do anything for me after 5 long weeks and loads of calls from me.

I used SCAN after hearing nothing but good things about the company and now find myself really disappointed in the level of service tbh.

[samcim@nildram.]

Jeez mate, you've had a bad few weeks.!

Iv had problems with delivery but nothing as bad as this!

Hope it works out for you!

Sam

[jimmyjimmyo]

Thanks for your support Samcim I hope your issues get sorted as well m8

[Philipp]

Jimmy

Please PM me your invoice/RMA number and i will look into the issue for you,

Regards

[jimmyjimmyo]

PM sent

[wesleyaldred]

jimmyjimmyo ,

I have replied directly to Rebecca, whom has confirmed she understands and accepts Scan's Position.

Wesley

Hi wesley

I do appreciate all the help SCAN have offered me over the past month and I
understand the situation from your point of view.


Thanks again

Rebecca

[jimmyjimmyo]

Why did you not reply to me via the forum ?

So you mailed my wife directly with an apology and that is all, even though I am the one raising the issue here.

Nice easy way to end a complaint and not have to offer any form of compensation for the poor customer service on SCAN's part, am I the only one here who thinks that is a little underhanded?

As the end user and the person who has had to make the calls to you guys I am a little disappointed with that outcome.

[wesleyaldred]

No, Your wife is the person who placed the order, your wife is who's contact details we have, how can any of that be underhanded.

Our contract is with your wife not you.

Wesley

[jimmyjimmyo]

I asked the question here and the products were purchased on MY behalf and you guys have been happy to deal with MY calls.

You felt the need to post a reply from my wife based on a question that I asked on THIS board rather than answer me directly.

But I can see that's how you want to play it by saying that the contract is with my wife so congrats on that I will honor my wifes reply and leave the issue there.

But I am sure that anyone else reading this thread would agree that the way the response to the question posed on this board was handled was a little low.

[Agent]

But I am sure that anyone else reading this thread would agree that the way the response to the question posed on this board was handled was a little low.

I don’t.
Please don’t speak for other forum members on their behalf without their direct input - it’s considered very impolite.