Returns Issue - Resolved

[Koolpc]

EDIT: All sorted out now by Wesley of Scan. Many Thanks.

I purchased a Canon MV930 Camcorder and received it the other day. I then found out it was making a buzzing noise when i tilted it vertically to film my baby nephews. I tried a few things but it still made the buzzing noise. It was ok when the camera was horizontal. I made some recordings and the buzzing noise was clearly audable during playback.

Well, i contacted Scan and sent it back.

I then find out that the Scan Engineers could not find anything wrong with the Camcorder!! It is obvious to me that the engineers did not check the Camcorder as the noise is clearly audable during use and playback. I have still got copies of the recordings i made and the buzzing is very clear!!

Then, i get an email off of Scan saying that they will not refund me the postage costs i incurred sending the item back as they said they sent me a collection email. I did not recieve a collection email. All i had was an email with an RMA number and the address to send the item to.

I buy lots of things from Scan and this is how i am treated! The Camcorder is faulty and i did not get a 'Collection' email.

All i want is what is owing to me. They say i am not going to get my postage costs. This is so unfair as the item was definitely making a buzzing noise and i did not get any emails about collection.

I am not standing for this. I thought Scan were Customer friendly etc, especially with long standing customers like myself but obviously i was wrong. I am sure now, after this has happened, that the engineers don't check things fully. How could they? Everyone i showed the camcorder too could hear the buzzing noise!!

All i want is an aknowledgment that the unit was making a buzzing noise and a refund of my postage costs.

Below is a copy of the email i received from Scan. Where does it say anything about the item being collected?

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RMA removed due to personal info and reference numbers

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All i want is a full refund on the postage costs. I made sure a posting receipt was included in the parcel.

[Chris P]

I will forward this to the Returns Manager for him to look into

Regards

[wesleyaldred]

I am investigating this matter for you; in the meantime i can confirm the collection email sent to you was to the same email address as the RMA email you already acknowledged. This email was sent to you on the 12/9/06 @ 9:10and 14 seconds:

ref RMA <Removed>

Please reply to this email or call us stating the following information necessary to arrange a collection through our couriers:

- Address (inc. house number or company name)

- Date (any week day)

- Time (any time between 9-5 within a minimum 3 hour range)

- Contact phone number

If you live in a hard to reach area (eg. off-shore islands) then we may not be able to arrange a collection at the date/time that you would like. In such instances, it would be advisable to call us to see what options are available.

*Please be aware if your returned goods are tested not faulty you will be liable to a charge of &#163;10+vat for the return courier collection costs.*

Regards,

[Koolpc]

I did not receive that email. If i did i would not have sent the Item back myself! Why would i?

[wesleyaldred]

It's not unusual quite a lot of people prefer to return items at there lesuire as opposed to being sat around waiting for a courier.

[wesleyaldred]

Having investigated this I can confirm even though the original tests showed no fault, the RMA was authorised for a full refund regardless. Please advise how much your return costs were and i will look at what i can do but we clearly did send you that collection email and it was sent a matter of 10 seconds after the RMA notification.

Having re-tested the camcorder myself in a quiet enviroment i can confirm a slight buzzing was found and as such i have updated the RMA with this information.

[Koolpc]

The buzzing is very apparent when playing back on a TV after recording.

I honestly did not recieve the Collection Email. There is no way i would have sent the item back if i did receive it. It cost me &#163;7.40 via Royal Mail special delivery (ZV 2641 5753 1GB) to send the item back to you. I enclosed the reciept of postage by the post office with the item.

[wesleyaldred]

I will refund &#163;5+vat for you as a gesture of goodwill.

Wesley

[Koolpc]

I will refund &#163;5+vat for you as a gesture of goodwill.

Wesley

Ok, many thanks Wesley.

Please close the thread