Daylight Robbery - Scan Computers

truckid

To save me rewriting my post from another forum, I will copy and paste it here.

In a nutshell, I made a purchase from Scan, was seething at the insurance they had dumped on me, made my views known on their support forum. Surprise, surprise, on of their retail managers has deleted the rest of my post and lock the thread.
Scan have made a strategic decision to dump insurance on customers and make it as hard as possible for them to get out of it. Such dodgy practises should be outlawed.


http://forums.hexus.net/scan-care-hexus-after-sales-support/183679-scansure.html


'I placed an ordered for some components yesterday and only had a chance today to read the emailed invoice. I noticed that Scansure was included, even though I thought I had removed it.

So I called customer service and explained that it was not required, and to please remove the line from my order. I was told that since the order was completed/dispatched, it wasn't possible. The only option would be to reject the goods and reorder; I would incur the delivery costs for the rejected goods (moot point in this case, as carriage was free but principle still stands).

However, some of the items I had ordered were on a today-only offer, so if I were to cancel and re-order, the new order would actually cost me more even without scansure. Also the additional inconvenience of reordering and waiting longer for the goods. Reading on this forum, it seems that during the order process, it isn't enough to state that you do not wish to cancel Scansure. You have to confirm this again, this is what I think happened to me, and I missed the second confirmation.


I am absolutely seething that Scan have added items to my basket by default, and that I would have had to jump through a number of hoops to decline the insurance. To add insult to injury, the customer service response was appalling. (We refuse to refund the insurance, and if you cancel the order it could end up costing you).

Here’s an analogy. You walk into Tesco's, a member of staff puts a product into your trolley. You ask them remove it, they do so, but they then put the product back in again. You don't notice it at the checkout, but do so when you are back home and read your receipt. You return back to the store and customer service tell you that it’s your fault for not seeing it earlier, if you want a refund, return all the goods in your trolley.

Is this a company that prides itself on the 3 S 's - service, satisfaction and service ? 'arguably the UK's most customer focussed retailer'. '
Though it may be legal, these dubious practices seem more akin to the type of firm you would see on Watchdog or Rogue Traders.''



Chris_P's reply is, pardon my French - Boll*&ks

'The Tesco situation is not the same as Scansure being added to an order - Scansure is added and clearly marked'

- So back to the analogy, if a staff member clearly (and repeatedly) dumps something in your trolley - thats ok then ?

'The process of removing Scansure is a quick 2 click process ' - Typical, avoiding the issue, I DIDN'T EXPLICITY ASK FOR THE GOODS, Scan decided to put it in my basket, forcing me to opt out. Its the thin edge of the wedge, next they'll dump a CPU when you order a Motherboard, a monitor when you order a base unit.

The other point is that they refuse to refund insurance before its even active and the goods have arrived. Refunding the entire order could mean I am out of pocket, all because of SCAN dumped a product on me. Its there any legal recourse ? If not, surely the court of public opinion will dish out the justice that 'rogue traders' such as Scan deserve.

hippyadam

I used Scan once many years ago, and found their customer service to be abysmal frankly. Never been near them again!

Not surprised to hear your story frankly. No constructive advice, but online tea & sympathy offered

Do what i did and vote with your feet!