I have used scan for buying pc parts in the past and never had a problem until an order I made recently which I have had nothing but problems with.
At the beginning of September this year I ordered an Athlon 64 4000+ cpu, an Abit KN8-SLI mainboard and an XFX 7900GT Extreme video card to upgrade my computer. As always the parts arrived on the specified delivery date, when I put all the parts together I switched the power on to boot the machine up for the first time. Nothing happened, the fans spun up but the post screen wouldn’t come up, I tried various things like different memory, cpu etc but it just wouldn’t post so I got another mainboard and put that in and it booted up first time. So I spoke to a scan customer service person on the phone and they said they would send a courier out to collect the faulty board the next day and they would test it when it got back to them and would send me a refund by cheque in the post. The courier came to collect the board the next day like I was told and scan sent me an email on the 3rd October saying that they had received the faulty board and it had been tested by technicians and found to be faulty. On the 4th of October I got another email from scan saying that a refund had been authorised and it would be processed by the accounts dept “shortly”.
A week or so went by and there was no sign of the refund coming in the post so I decided to give the scan returns dept a ring to see what was going on. First of all it took me about 20 minutes in a queue before I spoke to someone which was very annoying. When I finally got through the person on the other end of the phone said that the refund had been authorised and it would be with me within the next 7 days. While I was on the phone this time I also mentioned that I was having problems with the XFX graphics card from the same order, it was doing very strange things in all 3D applications, strange horizontal lines were appearing and pink dots in the sky in games what shouldn’t have been there. I turns out that this is a common problem with these cards. I was told by the person on the phone from scan to send screenshots of the problem to scan and they would take a look at the screenshots and then sort me out with an RMA number to send the card back. The next day I took some screenshots and sent them to the persons email address at scan as I had been told on the phone the day before. Since then I have heard nothing back from scan about either the refund for the mainboard or the RMA for the graphics card. It’s now the 17th November and im still out of pocket for the mainboard and have a graphics card which is completely useless on 3d applications. I don’t fancy phoning them up again as I know ill be waiting in a queue on the phone and costing me even more money.
So Scan what are you going to do about it?