Scan.co.uk PC: mislead financially.

JWT86

Hello,

Last year I purchased a PC from scan.co.uk on finance. I'm currently still paying for the pc and have never missed a payment.

Recently the PC stopped working and had to be sent back to scan for repairs. I was advised I would pay the carriage both ways as it was in its second year warranty and this was clearly listed in there policy.

During the repair the engineer diagnosed a number of issues with the PC informing me some of the parts were end of life in regards to rh graphics card I would need to look at alternatives. The total credit for the faulty part came to £703 I was then told to select a graphics card, I picked one out and was advised I would have to pay an extra £191 as the card retailed for £894. Again I had no problem paying the extra cash to make up the shortfall.

When it came time to pay the invoice before he PC could be sent home I was advised I'd have to pay the full price for the graphics to ensure it came with a warranty. I asked concerned that I would be credited back the £703 on credit card as I couldn't afford to max out my credit card and have to pay interest on that amount at the end of the month when I normally clear my credits cards to avoid interest or getting into debt before Christmas. He reassured me that the £703 would be credited back to my card with in 2-5 working days. They took the payment from my credit card on the 09/11.

I didn't bother checking until 23/11 while I was getting ready to pay some monthly bills and noticed there was still a large outstanding balance on my card. I phoned scan.co.uk immediately and inquired where this credit payment was? I was told he wasn't sure and it should of been released to me already as it had been over the given working days allocated for refunds. He said he would speak to accounts and email me to let me know what had happened. I stressed the urgency of getting this resolved quickly as I had to pay my card on the 28th and if I didn't clear the balance I would have to pay interest on a large balance and be in debt. He said not to worry.

I didn't hear anything back so I phoned today 27/11 and was advised by unhelpful chap that because I bought the PC originally on finance that the £703 would be taken off the finance amount and not returned to me credit card as I was originally informed and agreed. I had this confirmed to me by two separate individuals within scan as I was concerned about wracking up debt. I explained to the gentleman I felt I had been mislead, and now was not only stuck with a credit card balance of nearing £1000 but also still having to pay my. Monthly finance for the PC itself. He explained it was the policy and couldn't offer me any more help or let me know how this would effect the finance total or monthly costs.

Bare in mind at no stage during this 3 week repair was it ever explained to me that this credit for a computer that is under a 3 warranty that covers all parts would be taking off the finance total at the end, I was reassured twice the credit of £703 would be returned to my credit card if I payed for the balance in full totaling £894 to cover the new part.

I feel very stressed out and let down by a company that was excellent service wise prior to this. I felt the gentleman I spoke to tonight didn't care bait the situation and just kept repeating because I paid finance originally it would come off that balance and wasn't t listening to me when I was explaining I felt. I had been mislead and now wracked up a big balance right before Christmas on my credit card due to me being misinformed. He didn't offer me solutions and just became agitated until I asked can I speak to a a manager he then told me no one was around And he would asked them to call me. Tomorrow.

I would like to know where I stand legally with this as I now have a huge unwanted balance when all I was originally led to believe was I was paying £194 and the £703 would be credited back to my card.

Any advice or support you could offer I'd be most grateful.

Kind Regards
Ross

[Deleted User]

Whatever is in the contract will be the determining terms.

If that says that the finance is adjusted, you may be able to get a small goodwill gesture.

CoolHotCold

It is a FCA requirement that any purchases made through finance are refunded to the same method.


Your best option at the moment is to call Scan up and enquire about putting the graphics card onto your already existing finance agreement, and then getting the full amount refunded for the graphics card back to your credit card.



You need to sort out the issue first and then go about seeking any financial loss you have suffered after it has been resolved.

There are three options I see.

1. Add the Graphics Card onto the Finance Agreement and get a refund to your card when done.

2. Scan Agree that it was their mistake and give you a Free Graphics Card worth £894

3. Scan Agree to take back the graphics card and refund back to your card.


Those are essentially the three options. And I don't see Scan writing off a £900 graphics card. The other two options look likely, with the first being the most efficient way of resolving the matter.

DoaM

The OP should only have £191 added to the finance for option 1, not £894 ... the original £703 is already on the finance.

CoolHotCold

DoaM wrote: »

The OP should only have £191 added to the finance for option 1, not £894 ... the original £703 is already on the finance.

Two issues with this.

I believe the refund for finance has already been done based on the amount of time that has passed

And Secondly, the finance requires a minimum spend, and £191 is below that spend and so may not be possible to add it onto the agreement.

[Deleted User]

What graphic card is £894 unless its a workstation type card? How can a GPU be at the "end of its working life" in less than 2 years?

If this is a consumer credit agreement it will likely be with V12 finance - I don't think you can add anything to an agreement without a new one being taken out? I could possibly see a credit being made to a V12 contract as I have made part payments directly myself when I had one.