Scan Computers - faulty goods and shoddy service

snootyjim

I posted a while back about scan, as they posted four hard drives to me, of which two were broken, which I didn't think was particularly acceptable. Anyway, I phoned them up, and told them that I wanted refunds for both of the drives, and they collected them on Monday 11th August.

They did absolutely nothing for about 2 weeks, despite the woman telling me initially that it would probably take around 5 working days. I phoned them up, and after about three days of trying they said something about the courier company having got a signature for the goods which wasn't from their firm, so they were waiting to resolve that issue with the couriers. About a week after that, they confirmed that the drives were indeed faulty, and went ahead with the claim. I rang them again to find out what was going on, and was told that the woman who dealt with payments wasn't in every day of the week, so she had a backlog to deal with. I finally received payment from them into by bank account on 13th September according to my statement, but it was only for a third of the amount. I've just rang them yet again and they've told me that it was a mistake - they've only refunded me for the first drive, not the second. So they're going to do it again, in approximately 5-10 working days.

When I rang them up the first time round they were adamant that they weren't subject to the sale of goods act because the transaction was done over the internet, so I accepted that I wouldn't get my money instantly. Right now though, it looks like I'm not going to be refunded my money for faulty goods for at least 38 days - surely they aren't allowed to take that long?

SaraSeahorse

they are correct in that the refund does not relate to the sale of goods act

it relates to other legislation though which does say refunds should be within 30 days Consumer Protection (Distance Selling) Regulations 2000 – Goods

and no they are not allowed to take that long

http://www.consumerdirect.gov.uk/after_you_buy/online_shopping/

"A full refund if the goods or services are not provided by the date you agreed. If you didn't agree a date, then you are entitled to a refund if the goods or services are not provided within 30 days."

"If things go wrong

• If you buy goods on the Internet, you still have the same rights as if you were shopping on the high street, in relation to faulty or poorly described goods.
• In addition, you are entitled to a seven working-day 'cooling off' period.

"

superscaper

Quite surprised about Scan (always been great with me and customer service always been fast and are my preferred shop now when it comes to PC hardware and they're usually cheaper as well now that I get postage free). Not surprised about any problems with the courier though, they use CityLink which are awful. Personally had very bad experiences with that courier.

As mentioned under the DSR, they have to provide the product or a refund in under 30 days from the transaction unless previously mutually agreed otherwise (e.g. pre warned of long lead times etc).

They actually DO still have to adhere to the sale of goods act. The distance selling regulations are in addition to them. But in the case of a refund that's specific to the DSR since under the Sale of Goods Act the retailer is not obligated to give a refund, it is up to them whether they want to replace or repair the item instead.

I'd also recommend posting any grievances or problems on the forums at www.hexus.net because they have official Scan boards there with actual Scan employees responding to any problems. Could be you've happened to get some duff people at the call centre.