Returns Issue with Scan Computers - replacement product not same brand?

scam.co.uk

Hi All hope you can help offer some advice.

• I purchased a Razer Lycossa Mirror keyboard on November 22nd 2012 from scan.co.uk £55.50 + vat + shipping.
  
• The Razer Lycossa mirror is a specialist gaming keyboard with a high gloss mirror finish that matches the razer abyssus mirror finish mouse I bought at the same time, also from scan. I also have a Razer onza game pad.
  

• They lycossa keyboard developed a fault on the 8th of February 2013 and would not work at all.
• I contacted the manufacturer, Razer directly hoping to avoid Scan computers RMA process as had previous negative experience with them.
• After two tickets to Razer and an email chasing, they referred me back to scan as they said all retailers have been told they must deal with RMA.

• I finally got the courage up to RMA with scan on the 8th of May.
  
• I was informed by scan that it was end of life and had then been sent back to manufacturers to be repaired or replaced on 13th May.
• I had no response till June the 11th. I then chased them.
• Scan came back and said Razer (manuf) have been unable to replace and scan had been given a partial credit. At that point I was offered from scan a Logitech keyboard.This keyboard is a different brand entirely, does not have a high gloss finish and I do not want a Logitech item as I do not have faith in that brand and it would not match my other razer products.
  
• I explained this to scan, they offered for me to make up the difference to the next Razer product available (£43 + VAT)
• I asked if they would accept 25% less money as I did not feel it was fair to pay their markup on this item - they should not be making a second profit from me for poor customer service and an item that failed within 3/4 months.
• They have refused this and will only accept the difference in the full retail amounts. They do not want to be nice about it. They have offered a partial refund taking into account benefit of use. T Hey have not named a sum yet.
  
• I am not happy.
  

My question is - are they within their rights to offer a different make of keyboard to me as a replacement?


Does anyone have any advice?


Many thanks for your time,


Scam

moyesforever

Personally I think they are being a bit cheeky in reducing the refund for use after just 6 months but it is legal. How much did the keyboard cost? As long as the replacement keyboard they are offering is of the same spec. or better I think they are within their rights

frugal_mike

Much less than 6 months, it was only 2.5 months. Find out how much they're going to offer, but it really should be close to a full refund in my opinion, especially at that price.

scam.co.uk

moyesforever wrote: »

Personally I think they are being a bit cheeky in reducing the refund for use after just 6 months but it is legal. How much did the keyboard cost? As long as the replacement keyboard they are offering is of the same spec. or better I think they are within their rights

Hi Moyesforever, thanks for the reply . It was £55.50 + vat and shipping when originally purchased. The replacement Logitech keyboard offered is £54.99 + vat and shipping so the price is similar.

Whilst it is similar in overall specification it is not as high quality - for example the Razer keyboard had an extra long braided USB cable, the one on the logitech is standard. Also Logetech kit is like comparing Kia to Jaguar :-) A Kia will get you from A-B but a Jag is nicer in every way ;-)

Also there is the matter of everything not matching. All my other items are Razer, i know it sounds a bit trivial but I paid a lot of money for these items and worked hard to afford them so I want them to be perfect.

I just can't believe that as a customer of 10 years + they are not prepared to make a small discount. I also wonder how Razer feel about scan offering me a logitech keyboard.

A search of the net shows that I am not the only one upset by Scan and Razers replacement policy. I've just emailed Razer to appeal to thier better nature (if they have one) in the hopes that they can work something out for me.

scam.co.uk

frugal_mike wrote: »

Much less than 6 months, it was only 2.5 months. Find out how much they're going to offer, but it really should be close to a full refund in my opinion, especially at that price.

Hmm, in fact as it failed in less than 6 months and they are unable to repair or replace, should it not be a full refund? Do we think my credit card company can help (purchased on CC)?
:idea:

moyesforever

frugal_mike wrote: »

Much less than 6 months, it was only 2.5 months. Find out how much they're going to offer, but it really should be close to a full refund in my opinion, especially at that price.

Really? Read the OP again. Keyboard was bought in November 2012 and Scan informed of fault in May 2013. What price?

wealdroam

frugal_mike wrote: »

Much less than 6 months, it was only 2.5 months.

Not that it makes much difference, but it was another three months before the OP reported the issue to Scan.

scam.co.uk

wealdroam wrote: »

Not that it makes much difference, but it was another three months before the OP reported the issue to Scan.

It's TRUE. I was too mentally scarred (very busy at work) from my last RMA incident with scan. The trauma (working away a lot and when I was at home dealing with a ton of other family stiff) was just too much and I was unable to even play computer games without having violent hallucinatory flashbacks.

The original item was £55.50 + Vat + Shipping, so not a cheap item by any means, oh how happy and proud I was during those first 2.5 months. Happily gaming away, bathed in the blue glow of the LED backlight keys.... enjoying the responsiveness of the excellent hardware build quality .... sob, I can't go on! The memories are just TOO painful. Sorry, can I take a moment? ,,,, _pale_

moyesforever

scam.co.uk wrote: »

It's TRUE. I was too mentally scarred (very busy at work) from my last RMA incident with scan. The trauma (working away a lot and when I was at home dealing with a ton of other family stiff) was just too much and I was unable to even play computer games without having violent hallucinatory flashbacks.

The original item was £55.50 + Vat + Shipping, so not a cheap item by any means, oh how happy and proud I was during those first 2.5 months. Happily gaming away, bathed in the blue glow of the LED backlight keys.... enjoying the responsiveness of the excellent hardware build quality .... sob, I can't go on! The memories are just TOO painful. Sorry, can I take a moment? ,,,, _pale_

Were there multiple children involved? Were they using (or even better could they have been) the keyboard when it failed and maybe perhaps be traumatised leading to them having to be schooled at home with added expense? Add it all in!

scam.co.uk

moyesforever wrote: »

Were there multiple children involved? Were they using (or even better could they have been) the keyboard when it failed and maybe perhaps be traumatised leading to them having to be schooled at home with added expense? Add it all in!

LOL :rotfl::D:D:D:D

scam.co.uk

Update from the front: I emailed Razer to appeal directly to them and ask how they felt about scan offering me a logitech keyboard as a replacement for their product, I gave them the full summary with dates at the top of the post to bring them up to speed

I then emailed scan to ask for a full refund.

Two things have happened in the last couple of days.

1. Scan wrote me a very nice email explaining that they were completely within their rights to only offer me a partial refund.

2. Razer (the manuf) wrote to me apologising for my troubles and offering to replace the keyboard, all I had to do was send them a photo of the keyboard with the cable cut and the serial number, or send the keyboard back in a traditional RMA manner.

Now, as they keyboard was already retuned to Razer, by scan back in May, I can only hope that this is an oversight on Razers part and my new keyboard is winging its way to me even as I type.

I wrote back to Razer saying how happy i was that they had stepped in to resolve the situation and how pleased I was to be getting a replacement. Good old Razer, they DO care about their customers :-) :T