I used to shop with Scan a long time ago, however I felt that their choice of couriers handled the products too roughly leading to items arriving and looking like they had been dropped in puddles. I also had an experience with them at the time where I had to RMA a product, this was not a good experience and I stopped using them.
During the 2011 Gadget show Scan were there and after speaking to a member of the team I learnt that Scan had made many changes, including the introduction of better After Sales services and switching to DPD as their chosen courier so I thought I'd try them again, and I can't believe the differences I experienced.
Firstly ordering, after ordering my items I got regular updates by email and text letting me know when my goods had been picked, dispatched, received by the couriers, arrived at the depot and then finally I got a message to say between which hours the delivery would arrive at my house. The time given was wrong though, but early by about 10 minutes, not late which was nice.
Then RMA's, some RAM I bought from them in July 2011 developed a fault, I ran Memtest86 and confirmed that the memory had errors so I called Scan who sent me an email with my RMA number and a PDF to print with a postage label. I packaged the memory and sent it the same day, I got an email on Tuesday to say that the item had been received, then a message on Wednesday to say it was being tested followed by another to say that a replacement was being dispatched and this arrived on Thursday. A totally stress free and really fast turn around.
Later I ordered a heatsink, during installation two out of four fan clips broke so I contacted Scan who arranged replacement clips from the manufacturer and these arrived at my house three working days later.
So far, since meeting them at the gadget show, they have never failed to exceed my expectations, I wish all companies would set their base line standards at the same level as Scan.
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