Scan.co.uk not Honouring Warranty

[robbie-w]

I bought a computer motherboard from a local Bolton company scan.co.uk. This went faulty after a year(it had a 2-3 year warranty on it). I followed their returns procedure at the beginning of the year and they confirmed the item was faulty and would send it off to the manufacturer for repair/replacement. I then had to chase Scan.co.uk for weeks/months to try and find out what was happening every time I was told I would have to wait. Eventually I forgot about the item and Scan conveniently didn’t do anything to remind me. I phoned them up a month ago after being reminded and someone said they would look into it and get back to me which they didn’t. I then phoned Scan up again this week and someone apologised and said they would get back to me. I then received an email saying they couldn’t replace the item and offered me a refund of £5. Obviously I wasn’t happy with that as I paid £32 + vat for the item and it would cost me that again to replace the item. Scan have refused to budge and haven’t really provided me with a formal apology for making me wait so long.

 

It sounds as though this company is going downhill very quickly and will lose more money from me by treating me like an idiot than they are gaining by trying to rip me off

 

Robbie

[_Bat_]

Looks like you are not alone, as mattx points out: http://www.edugeek.net/forums/bad-experiences/23788-scan-co-uk-dont-order.html

[robbie-w]

I am giving them 14 days to rectify the problem and then taking them to small claims. I know its only £32+vat but to me it's the principal of the thing. I don't mind if it ends up costing me more than that to do it! I won't be bullied by a company who think they can pull stunts like this and get away with it!

 

Letter posted recorded today

[ICT_GUY]

Threaten in writing to inform trading standards.

 

All goods come with a 6 year guarantee that is the responsibility of the retailer to honour.

 

Retailers keep secret EU law that gives consumers a TWO-year guarantee on goods | Mail Online

[robbie-w]

Trading standards have gotten me to write this letter then they are going to take an active interest in it!

[mattx]

Oh dear, someone else being ripped off by Scan.co.uk !! As someone has already pointed out - I've been ripped off by them too.

Maybe we should now point out to them just how much bad press they are getting on Edugeek. Their customer services is nothing more than a joke to suit them. Good luck with your small claim.

[FN-GM]

Stopped buying with them yonks ago.

 

They would change something that was brand new but faulty. I went down and kicked up a fuss in the store.

[Theblacksheep]

Used them quite few times in the 5 years i've used them and the only problem i've had is with a tagan power supply which was a year old and suddently failed. Replaced no problems.

[Arthur]

Personally I've not had any major problems with Scan, although it does seem you have to chase them a lot to get things done especially when getting refunds. I'm also not a fan of thier new ScanSure insurance crap, but at least they're not as bad as OverClockers UK who I will NEVER use again due to their non-existant customer service and the lies they told me when I had to return a faulty PSU to them (in the end I had to do it through the manufacturer even though it was thier responsibility to replace the item).

[tech_guy]

Never had any problems the few times I've used Scan, but Overclockers is a different story. They tried to rip us off when we placed a very large order with them for RAM. They lied to us about delivery - they said the order had been shipped when it hadn't. When we phoned up to enquire why it hadn't been delivered they said they couldn't get hold of it at the price originally advertised and that we weren't getting it and that they'd cancelled the order. It took us ages to get a refund. Very shoddy outfit. Avoid like the plague. DO NOT BUY FROM THEM! At least I had the pleasure of calling them a word that rhymes with bankers over the phone.

[Oops_my_bad]

I think we all know they type of people who head up Scan.

[powdarrmonkey]

Arse, I bought all the parts for my new workhorse from Scan a couple of months ago... three years warranties on everything, too!

 

Edit: "warranties"

[JJonas]

I returned a hard drive to them as it was faulty - clunking noise

 

rang up after two weeks was told it was tested and not faulty. Had to pay to have it returned.

 

Started clunking as soon as I plugged it in. Had the drive replaced by the manufacturer.

 

Never got an apology or a refund from Scan.

 

Never used them again.

[Cools]

I stopped ordering from Scum.co.uk over 8 yrs ago. Because I had the same problem.

Now I call them Scum.co.uk and order from Aria PC - Computer Hardware, Components, Monitors.. at lowest prices I have not had a problem, not even 1.. But do tell them you will go to Watchdog if is not sorted soon.

 

And if you have anything with more than a 1 yr Warranty send it back to the makers..

My mate owns a online shop and he recommends to send it back to the manufacture if it's over a year old.

 

i had problems with IBM HDs. With life time warranty i got IBM to pick them up and return them all for free... The HDs where 6 yrs old

[_Bat_]

Oh dear, someone else being ripped off by Scan.co.uk !! As someone has already pointed out - I've been ripped off by them too.

Maybe we should now point out to them just how much bad press they are getting on Edugeek. Their customer services is nothing more than a joke to suit them. Good luck with your small claim.

 

I agree. Edugeek has already proven to have had a lot of influence on certain companies

[Guest richard_s]

Threaten in writing to inform trading standards.

 

All goods come with a 6 year guarantee that is the responsibility of the retailer to honour.

 

Retailers keep secret EU law that gives consumers a TWO-year guarantee on goods | Mail Online

 

 

There is one thing I would like to point out regarding this matter and that is proof of purchase. We see people who claim to have purchased items from us but do not have the receipt for them and these are items that are under a year old so you can imagine what will happen when the general population get hold of this piece of stupidity.

[wesleyaldred]

Just wanted to post to clarify a few points for the OP,

 

The length of time you had the item was much longer than 1 year infact it was around 23 months.

 

The refund has been calculated taking into account the benefit of use you have had from the goods, this is a legally allowed calculation and if indeed you have already spoken to trading standards or consumer direct as it actually is now then they should have advised you of this. If they didn’t I would call them back and ask them to clarify.

 

I recently attended a court case on this exact point and Scan Computers won the case, so my understanding of this point is back up by an actual ruling from a district judge.

 

In regards to the EU posting that has been made, well we all know or at least should know how the media glorify facts, I can confirm that the EU warranty being talked about has NOT been adopted in the UK currently. A case can be brought before a judge in the UK for upto 6 years from purchase, to be successful on this a claimant once exceeded 6 months from date of purchase would need to prove that the goods were inherently faulty and that the fault existed at the time of purchase.

 

 

Wesley Aldred

Returns Manager

Scan Computers

Edited June 17, 2009 by wesleyaldred

[plexer]

If he's spoken to his local trading standards department then that's still trading standards surely and not the Government comsuner direct advice service?

 

Ben

[wesleyaldred]

If he's spoken to his local trading standards department then that's still trading standards surely and not the Government comsuner direct advice service?

 

Ben

 

Yes, but generally these type of issues are dealt with by consumer direct, either way the correct legalitise should have been explained to him.

[localzuk]

Just wanted to post to clarify a few points for the OP,

 

The length of time you had the item was much longer than 1 year infect it was around 23 months.

 

The refund has been calculated taking into account the benefit of use you have had from the goods, this is a legally allowed calculation and if indeed you have already spoken to trading standards or consumer direct as it actually is now then they should have advised you of this. If they didn’t I would call them back and ask them to clarify.

 

I recently attended a court case on this exact point and Scan Computers won the case, so my understanding of this point is back up by an actual ruling from a district judge.

 

In regards to the EU posting that has been made, well we all know or at least should know how the media glorify facts, I can confirm that the EU warranty being talked about is only currently a DRAFT resolution and has NOT been adopted in the UK currently. A case can be brought before a judge in the UK for upto 6 years from purchase, to be successful on this a claimant once exceeded 6 months from date of purchase would need to prove that the goods were inherently faulty and that the fault existed at the time of purchase.

 

Wesley Aldred

Returns Manager

Scan Computers

 

Nice to see someone posting from the company, but it still makes me mad, and I would not buy from yourselves, simply because you lack customer service or any sense of retaining customers. The cost to you might be £40, which is nothing to a company, but when that customer goes to buy a new computer in the future, you have ruined your chances of repeat custom - something which anyone with any sense of business would understand.

 

Also, your comment in italics is not right. The resoltion is *not* a draft. It just hasn't been adopted by the UK.

 

So, what I'd say to you is this - which does your company find more important? Holding on to a few quid or retaining customers who can potentially spend hundreds of thousands of pounds with your company via their schools?

[mattx]

Just wanted to post to clarify a few points for the OP,

 

The length of time you had the item was much longer than 1 year infect it was around 23 months.

 

The refund has been calculated taking into account the benefit of use you have had from the goods, this is a legally allowed calculation and if indeed you have already spoken to trading standards or consumer direct as it actually is now then they should have advised you of this. If they didn’t I would call them back and ask them to clarify.

 

I recently attended a court case on this exact point and Scan Computers won the case, so my understanding of this point is back up by an actual ruling from a district judge.

 

In regards to the EU posting that has been made, well we all know or at least should know how the media glorify facts, I can confirm that the EU warranty being talked about is only currently a DRAFT resolution and has NOT been adopted in the UK currently. A case can be brought before a judge in the UK for upto 6 years from purchase, to be successful on this a claimant once exceeded 6 months from date of purchase would need to prove that the goods were inherently faulty and that the fault existed at the time of purchase.

 

 

Wesley Aldred

Returns Manager

Scan Computers

 

Why not just to the decent thing and either replace the item or offer a full refund? It's all very nice explaining & hiding behind various consumer clauses but this does not benefit the customer at all.

You only have to read the other posts to understand there are quite a few customers you have had in the past which are not very happy with your level of service - me being one of them.

 

If want repeat business, cut the crap and offer a replacement or a full refund. I would totally understand if the item was 5 years old and way out warranty but with all the cases highlighted in this thread it's clear the perception people get is that you make it as difficult as possible to either get a replacement / money back or a suitable outcome.

 

Welcome to Edugeek btw - bit of a heavy baptism !! [ Specially from me ]

[wesleyaldred]

Nice to see someone posting from the company, but it still makes me mad, and I would not buy from yourselves, simply because you lack customer service or any sense of retaining customers. The cost to you might be £40, which is nothing to a company, but when that customer goes to buy a new computer in the future, you have ruined your chances of repeat custom - something which anyone with any sense of business would understand.

 

Also, your comment in italics is not right. The resoltion is *not* a draft. It just hasn't been adopted by the UK.

 

So, what I'd say to you is this - which does your company find more important? Holding on to a few quid or retaining customers who can potentially spend hundreds of thousands of pounds with your company via their schools?

 

The point is the same policies we use are applied to every customer, this has to be the case to make it fair for everyone.

 

Sure, in this case £40 is a small amount, but then in allowing that we set a precedent that everyone would expect and the next case might be a whole lot more, soon you would start to have an impact that is far more than nothing to Scan as a company.

 

The fact here is that there is absolutely NOTHING illegal in the procedures we follow and that is most definitely a fact and when taking into account the much bigger picture we have to remain fair to everyone in every case.

[JJonas]

Now we have someone from Scan on here I will tell you another one.

We needed some parts urgently so we paid extra for a timed delivery. (midday I think).

 

It was half term. We had informed Scan that there would be someone there. The courier turned up at the school realized it was half term and didn't even try to find anyone. I was sat in reception easily visible through a glass wall.

 

We contacted the courier to ask about the delivery and were told the school was closed and they couldn't deliver today as the driver was now in another area.

 

We contacted Scan to try and get the before midday delivery charges refunded and were refused.

 

Now I know you are going to say this is not a Scan problem it is a problem with the courier, but to maintain goodwill I feel you should have refunded the delivery charges and claimed the money back against the courier company. After all you are their customer.

 

This is why my school will no longer use Scan.

[localzuk]

The point is the same policies we use are applied to every customer, this has to be the case to make it fair for everyone.

 

Sure, in this case £40 is a small amount, but then in allowing that we set a precedent that everyone would expect and the next case might be a whole lot more, soon you would start to have an impact that is far more than nothing to Scan as a company.

 

The fact here is that there is absolutely NOTHING illegal in the procedures we follow and that is most definitely a fact and when taking into account the much bigger picture we have to remain fair to everyone in every case.

 

You have missed the point by about 10AU!! As I said, what is worth more to your company? Repeat sales? Or having the ability to provide poor returns amounts? I have spent roughly £2m in the last 3 years, none of it with your company, as I have seen complaints of poor service and argumentative returns policies. If I hadn't seen those complaints, you may well have been on our list of suppliers to get quotes from. I had personally ordered from yourselves before, but won't be doing again due to this either. I am not alone here.

 

So, your companies returns policies, whilst you may think they are 'equal' and 'fair', are not up to snuff.

[mattx]

The fact here is that there is absolutely NOTHING illegal in the procedures we follow and that is most definitely a fact and when taking into account the much bigger picture we have to remain fair to everyone in every case.

 

Procedures that clearly benefit yourselves and NOT the customer.

As for the bigger picture, you only have to read the various comments made by members on this very forum that they think your procedures clearly don't work & they are not fair, not fair at all.