I read the reviews of the SCAN SC-2000 on these very pages and
decided it was a good player to start experiencing the benefits
of DVD. As I live in Sweden I decided not to pay 50+ GBP
carriage (my first mistake), but instead pick the player up in
person while visiting home in July.
This I did, and when I returned home and checked this forum I
found out that the player I had bought was from the faulty batch. Nevertheless my TV could select RGB manually and it appeared to be
working fine, so I was fairly happy - for a month or so. Then the
player started to exhibit strange behaviour, refusing to play discs
(DVD or audio) and displaying random menus on the screen. This
happened once, and afterwards the player would pause during video
playback while audio continued, then the video catch up. Something
was clearly amiss.
I contacted SCAN about my options - I was first informed
(by S. McIntosh) that I would be liable for carriage both ways.
I queried this but received no reply. When I sent a second query
a few weeks later I received a reply from Wesley Aldred who stated
that Scan would in fact cover the carriage to Sweden, but I was
liable for carriage to the UK. So I packed up my player and sent
it to SCAN, at a cost of 25 GBP or thereabouts.
I must say that I have been greatly dissappointed by the level and
lack of professionalism when dealing with SCAN. I have lost count of the number of times the returns department phone actually rang out
before being cut off unanswered. In all I got through three times
to the returns department.
On the first occasion they confirmed that the player had arrived and
was awaiting testing. On the second occasion I was told the player
had been tested and that a new one should be shipped out - the
person I spoke to said he would look into it straight away. On the
third occasion, today, around two weeks after the previous call,
I was told that a refund was being issued (not had been issued, but
was going to be) and that the company would not be sending a
replacement player out. As I had bought the player in the UK they
were only willing to send a replacement to the UK.
When I first contacted SCAN I enquired about possibilities of
either a refund or a replacement machine, back in early September,
and I was told I could have a replacement. Why was I not told
back then that I would have to have a refund? I could have then
gone and bought a player locally, instead of being 6 weeks without
a player and having to chase SCAN myself to get them to refund my
money (the refund actually went through while I was talking on
the phone to Mrs Raja, the floor manager and wife of the company
owner).
It was the attitude of Mrs Raja that I found most objectionable -
I was told at the beginning of our conversation, strongly and in no
uncertain terms, that there was no way I was getting a replacement player sent to Sweden. No background information was sought - even though I had asked SCAN what possibilities I had and I was acting on
what I had been told by them.
I realise my situation is slightly different, in that I picked my
player up personally and do not live in the UK, but I feel the
bottom line was that it would cost approx 50GBP to ship the player
to me, and it was not until that showed up that the decision to
offer a refund was made. Otherwise why was I not told 2 months
ago that a refund would be the only course of action open to me?
And this for a player that was faulty even as I carried it out of
the showroom doors (the scart RGB issue)!
The SC-2000 may be a good and cheap player, but if anything ever
goes wrong with it (highly likely!) then the supporting
infrastructure is terrible. I find myself having no DVD player
for 6 weeks and 25 pounds out of pocket and have had to chase SCAN
all the way to arrive in the position I am today.
I would strongly advise against buying the SC-2000 DVD player, and
personally in having any dealing with SCAN whatsoever. They made
it patently clear to me that business and not customer relations
is their main interest.
