Bought an item through ebay from this company . I received an email saying it was out of stock. Completely unapologetic. Called them on their 0871 number (costly) -- still unapologetic. Contacted them again through ebay. They cancelled my order so I couldn't give negative feedback. This was 9 days later after buying something which should have been delivered in 2 days. I was so mad I signed up with trustpilot to leave the review they should have had on ebay. No need though, there seem plenty of others who have had that experience here!
Up until recently, I would recommend Scan to other people. They have a decent website, fast shipping and good packaging for their products. I've used them many times in the past and have spent thousands of pounds with them. Everything is great up until you have to deal with their customer service. Over the course of time, I talked to 4 different employees and I can say that I will never use Scan again. Their staff is unprofessional, rude and even dishonest and every time I talk to them it seems that all they care about is trying to get the maximum amount of money out of me. When returning an item, all I received was an email saying it arrived without any mention of when it would be tested/replaced and sent back to me. After a week of silence, I decided to call them up again to ask what was going on with my item (a hard drive). They were apparently waiting for me to pay an extra £30 for it to get returned, even though they sent me the hard drive with a corrupt partition. I ordered the same exact model hard drive through them in the past and that one works fine. Being annoyed at the fact I had to pay extra even though they sent me a faulty product, I still decided the pay the £30. Since I had to pay through the phone using card, I asked what exactly am I paying for and was told it was £10 for the testing fee, £10 as redelivery charge and £10 for the recovery of collection. I ended up being charged £36 even though I was told it was only going to cost £30, apparently the extra £6 was the VAT which was never mentioned as being exclusive. Overall, the people I talked to were very unfriendly. One representative pretty much implied that I was stupid for sending the item back since I could have reformatted the corrupted partition my self with third-party software. The item should just work out of the box and shouldn't arrive with a corrupted partition. On top of that, I shouldn't have to pay extra for getting brand new items repaired that were delivered to be faulty.
If you're looking for enterprise class products, backed up by a warranty to suit, avoid these guys like the plague. If sourced through the proper channels for you're looking at 3-5yr manufacturer warranty for enterprise class Western Digital Hard drives; not so if you get them from Scan. You're stuck with Scan's standard is a 1yr warranty. How did I find this out? I have just such a drive that started suffering i/o errors. Reported it to Scan who directed me to the manufacturer; their words were "they would be able to provide the quickest turn around. If you require any further assistance please do not hesitate to contact us.". The first I realised I was supplied with an "Out of Region" device is when I entered the serial number in WD's "Warranty Checker". Guess what happened when I reported this back Scan, "Unfortunately Scan only provide a 12 month warranty on your item". Needless to say, I won't be making any further purchases with Scan.
I ordered an EVGA motherboard 6 months ago which arrived back then, on time. 6 Months later I had filled more USB slots with devices than usual and for the first time I needed to fill the last 2 USB slots on the bottom of the I/O shield. It turns out the last 2 USB sockets were defective. So I decided to return the motherboard to Scan Computers and they issued an RMA number.
I made sure the motherboard was well protected and packaged then a week later Scan emailed me saying the CPU pins on the socket were bent and damaged - 2 were squashed down and one in the corner was bent right back so that it was almost levered right out of the socket. They then informed me that this voided the Scan warranty and they would send the motherboard back to me in this state.
When I had sent the motherboard to them, the CPU pins were in perfect condition. It would appear their technician has damaged the pins either on purpose or by accident. Either way, now I have to spend even more money to send directly to EVGA, who will no doubt fix the USB sockets and the CPU pins.
I will never shop with Scan again. They are devious and dishonest.
It took a bit over the 28 days I was quoted for my motherboard to make its way to and from the Asus repair facility, but it was that or pay another £100 or so for a new motherboard. Staff were polite and quick to respond, for the most part. I would certainly use Scan again and recommend them.
I've phoned them several times in relation to an order i placed today, the phone system is somewhat obfuscatory but given time you can get through to what you need. I'm told there were some issues with their system so i'll cut them some slack but the several customer service personnel i talked to were unduly impolite. On one call i was required to access a website to enter a pin and was experiencing some trouble; the rep was highly condescending and failed to provide any useful help for my issue leaving me to go to google.
I will consider my returning custom with them when my items arrive but so far i am not happy at all.
I have been a Scan customer for a few years now and have made a good dozen purchases in that time. All of which were delivered the very next day - my favourite example of this is when I ordered at 13:30 on a Thursday and received my parts at 10:00 on Friday, which is the fastest delivery I have ever received (save local take-aways.) My last product (an AMD CPU) got broken after I accidentally applied a little too much pressure whilst installing the heatsink on top (the CPU had apparently not gone in fully, despite the socket's 'arm' going down and locking with ease, and I snapped a pin off.) Well, thanks to Scansure just a single phone call later I stopped work on the computer, made a cup of tea and waited 18 hours for my free replacement CPU to arrive - which it did. I'm trying to think of something negative to say but I don't think I can, apart from DPD don't know up from down when carrying a parcel, clearly ignoring the "This Way Up ^" notice. So, yeah. Go Scan! Other nice things: Scansure covers pretty much every kind of damage, the system builder is an excellent help for people new to custom building PCs as well as the experienced builder that can't remember if they added enough fans or not, delivery tracking is really good and prices definitely beat any high-street PC part vendor (Maplin, I'm looking at you and your 200% VAT on pretty much everything. Who the hell sells a £10 SATA 2 cable these days...)
Received a motherboard which had an intermittent fault. Long story short Scan tried to blame me for the fault and did not want to know and accused me of damaging it - which was untrue. After many emails and rude correspondence from Scan I was then offered to have the motherboard fixed, but at a cost to myself. Unacceptable and blatant disregard to customers consumer rights.
I ordered some parts for the first time from scan for a steam machine build as they were the only ones who had the RVZ01 when i wanted it. Ordered the case, PSU, Motherboard and GPU from them and recieved the next day. All good so far. After i got my other parts, my build came to a halt as I had a problem which came down to a faulty DIMM socket. I called and asked for a replacment and was given an RMA number. I sent this back via royal mail next day recorded, unaware they collect it(I dont have a lot of experience returning goods) and sent an email with the tracking number and my apologies. I recieved confirmation the next day they had recieved it and would be tested in 5-7 days. 2 weeks later i heard nothing. I sent another email to Customer Services asking for an update and was told it was being looked into. 4 days later, still nothing.
I dont think ill be using them again unless this gets sorted, the response times are outrageous. I realise i may have complicated it by the delivery method but since this was my mistake, i also said i did not expect compensation and they have recieved it as well.
UPDATE: I got a replacement after a month. I'm happy i got a decent result in the end, but the time it took was a little too long. Bumped up from 2 Stars to 4 for the help given by the operator I spoke to since he was helpful and sympathetic.
Now, before I order anything online, the first thing I do is read the websites' terms and conditions. Well, with Scan, their terms and conditions are actually pretty good! I couldn't find anything illegal, or DSR-breaking, which is remarkable these days.
I have ordered numerous things from them in the past, and have always been happy. Good service, arrived quickly, and at the time at least they had a great "installation" warranty that covered self-inflicted damage during installation. That's pretty awesome.
I really liked Scan, but then I ordered something and had a problem. It was a graphics card for my PC, and it made a hideous clicking sound when the fan was on. It sounded pretty dire - very loud, and apart from anything else, it was simply not something you could sit next to.
So, I did everything I could, I checked the fans, checked for blockages - everything I could think of. Couldn't fix it, so I called CS and asked to send it back for replacement. They were absolutely fine with this, although to be fair they didn't have a choice.
A collection was scheduled for within 4 days or so - during which I had another very, very close look at the graphics card. I noticed that the fan's power cables (very, very thin red yellow and black cables) were slightly nicked, worn away plastic. Ah. These are the cables that are supposed to run underneath the fan, but were poking out of their guidelines and were being struck by the fan during rotation.
So, I pushed them in and the problem stopped. I called up Customer Service and told them that I had fixed it, and to cancel the return. The woman from CS was fantastically grumpy. More dour than HSBC's card cancellation team.
Hang on - didn't I just do you a favour? You sold me what was essentially a defective product - I had skill enough to fix it myself! If I had been a complete novice, it would have had to have been sent back for repair, on your dime. Instead, you lost an insignificant delivery charge, if even that.
They are good - they probably can be trusted. But like many people say, their customer service is not friendly.
I've used Scan for years but never had to deal with returning a product which was faulty, until recently. I could not believe the level of customer service, they are like amateurs only out to get your money. After having an item rejected for return because it wasn't packaged adequately, I contacted them - fairly irritated since I sent it back in the packaging it arrived in.
During my call I was told by the customer service rep on the phone that I was trying to blackmail Scan because I suggested that keeping customers happy was more important than the cost price of a drive and that I wouldn't shop with them again if they made no effort to resolve the issue of them unfairly rejecting the returned item.
I also posted in anger on their Facebook, but this quickly seemed headed for a mud slinging competition after Scan themselves started replying like children to my comments.
I would never use this company again, in terms of price/service for items which are not faulty - I would have recommended them before. Now, having seen this side of how they do business, I couldn't honestly do that.
"This message is entirely the creation of its author in his or her personal capacity and any views expressed in this message are the views of that author. Accordingly, Scan Computers Intl Ltd shall not be nor become liable in any way, whether contractually, tortuously or otherwise, in respect of anything stated or depicted in this message. Please also note that this message shall not constitute an offer or an acceptance or be legally binding upon Scan Computers Intl Ltd in any way."
Should give you an idea of their philosophy. They will do EVERYTHING possible to avoid having to give support. If you are happy to buy cheap and deal direct with manufacturer, fair enough. Otherwise, shop elsewhere.
I bought a brand new asus VG248QE monitor which developed a fault with the display port then hdmi port and subsequently the dvi also the colours were awful and wouldn't retain the profile I had set it was days old I reported it to scan computers I said I would change the cables and get back to them with no luck and the issue persisting I called asus themselves they said it seemed there was a fault and it should be replaced. I contacted scan with this information they said to return it for tests they also wanted a fault report? right o anyway I sent it back to them after 2 days I contacted them as they had had it a day in their depot after 4 days I had heard nothing from this award winning outfit I after a 4th call they said they would get on it I received an email late in the day on a Friday saying there was no fault amazing how they come to this conclusion. I spoke to customer services on sat which was a waste of time as she could do nothing really , but I found out that my monitor was to be left switched on for over 50 with some kind of test what kind escapes me with no one to monitor it I haven't a clue, again they were saying nothing wrong with the unit I disagreed and asked for it to be returned I the manage waved the fee of 35 pounds which isn't stated in the terms its say £10+ it could be anything so beware. When it returned it was covered in filth and hairs finger prints all over the screen and the bezel scratches on the rear plastic bezel, I sent it in pristine condition to say I was disappointed was an understatement. I plugged it back in to my system no picture on either display port or hdmi but dvi was ok I then tested it on my other devices that output hdmi I also had another VG248he series asus monitor as a control that worked fine on all devices I connected it to but the Asus VG248QE had no picture from either the hdmi or the display port inputs. I contacted scan yet again with my basic test findings and yet again this obtuse manager argued every point I made stating that I worked fine at their end which amazed me I don't see how that was possible as I could not get it to work no matter what I did, when I question him about the condition in which it arrived back to me he immediately said " the scratches on the back were already there" I hadn't even mention the damage to him yet alarm bells were ringing very loud at this point his answer was a disgrace "we are not here to clean your equipment" I said that it should return in the same condition it arrived plus even if it was a little dusty a decent tester repairer would clean it by default a not have to be prompted. I also asked why the at this point I was very tired of this gentleman's bullshit he was spouting I eventually put the phone down . My feeling was that this monitor had already been to a customer and was a returned item it just didn't feel brand new I could be wrong. but ive spent years in manufacturing maybe my gut is wrong. I contacted ASUS again they were amazed why scan just didn't replace it as that is ASUS`s process to do so asus apologised for their suppliers approach and told me to go through the RMA process which ASUS replaced the monitor without any problem whatsoever . I think scan.co.uk recent royal warrant has gone to their northern heads DO NOT PURCHASE FROM SCAN!! you will be sadly disappointed and out of pocket if a item is fault. PS: I must point out that my pc is just over a month old and has all the latest high spec kit in it so I could rule out any pc issues. i7 4930k hexacore Alienware R4 NVidia GTX 690 16 gig corsair vengeance 875 sli certified silver 80 psu windows 8.1
Ordered loads of PC components from scan, my last purchase was the Corsair h100i cooling system, it was cheaper than Amazon's price and with free next day delivery. Scan have been consistently good and I trust them! easily 5 stars
I have had a number of mildly negative experiences with Scan over the last 17 years but the last one has finally convinced me never to do business with them again. I placed an order for all the parts needed to build a new PC. After three months the PSU blew and as I needed the computer urgently I bought a replacement and sent away (at my own expense) the faulty PSU. It cost me £7 to post the PSU to them but as it was clearly faulty and cost £50+ I felt this was worthwhile as I could sell on the returned PSU and recoup some of my loss. I waited a week and to my amazement they emailed me to say there was no fault with the dead PSU and I would have to pay £20 if I wanted it returned to me. I don't really understand how they justify that cost as it would take them five minutes to diagnose a PSU as working and I'm sure they pay less for delivery than I do. Anyhow, I assumed i'd made a mistake until the PSU arrived back. Firstly it was now working, however the warranty void stickers had been been broken with a screw driver so the unit had clearly been opened. This begs the question why would they open the housing of a PSU with no fault? Not only this but their actions have made it extremely difficult for me to sell on the PSU and they refuse to acknowledge it was them who did this, despite the fact they never mentioned these had been tampered with on receipt when wouldn't that have voided my warranty straight away?
Dealing with this company is fine if you have the good fortune to only receive working parts from them. It is a myth they are particularly cheaper, my local computer shop had items at virtually the same price once you factor in their delivery charge and other online retailers are the same or cheaper. If you ever have to deal with their abysmal and dishonest customer service and repairs department then I wish you all the luck in the world. If this was an isolated incident of poor service with them then I would not be writing such a negative review. However it is the latest and last in a series of incidents stretching back over 15 years. This company will never change and has deservedly lost a long term customer.
I ordered motherboard in 06/02/2014 and it was faulty reporting high chipset temps from boot and I phone them and send it back and I haven't hear anything tell I emailed them in 2 days ago 19/02/2014 ask them is there any update and the reply (Further to your query, There is a slight delay booking in RMA's at the moment you will receive an update via the RMA once its booked in and tested) and day later received another email says test Completed and they found the motherboard is faulty as I report and im still waiting for the replacement. the Question is : why I have to wait nearly month for replacement why I have to pay one month Interest for my credit cards for something I still not have ? just advice to anyone who want to order from them don't west your time and money
I sent the motherboard back to scan computers from whom I bought it and they confirmed it was faulty with the board reporting high chipset temps from boot. I only received replacement board after I waited 2 weeks and then emailed asking what was going on, only to discover I have been sent the same motherboard back in the same box right down to the packet with cable opened by me. it is the same serial number/part number and still reporting the same fault.