Page 1 of Problem with Scan - can anybody help?

Having read plenty of posts slagging off Scan and their lousy customer service, I should really have known better, but I bought a Scan DVD player just before Xmas, which lasted for about 2 weeks before it packed in. I returned it to them (at my cost) and was told I`d have to wait about a fortnight for a replacement (fair enough). A month later it finally arrived, and guess what, this one was duff too.
When I finally got through to customer services (after about an hour`s wait), their attitude was that since more than a month had passed since I bouth the item, I wasn`t entitled to the refund I wanted.
I explained that the fact that a month had passed wasn`t my fault, as I was waiting for them to replace my original item, but the dimwit operator wasn`t interested. I then asked to speak to the manager, the guy on the telephone (Steve) flatly refused to put me through.
After about 10 minutes of bickering, I took the RMA number, and phoned them back, deliberately going through to the wrong department, and then asked for the manager of Customer Services. I was told he was on the phone, but they took my number and said they`d get back to me (surprise surprise they didn`t).
Has anyone got any advice on how to proceed on this?
Al

The guy from Scan (Nilesh I think?) comes on these forums and seems to be pretty helpful.

Suppose you can hope he sees your thread?

Recorded delivery letter to them, 7 days to respond to you in writing or by phone or you`ll take the matter further, invoking your rights under the Sale of Goods Act (goods not fit for purpose they were bought for).

Alternatively, hope that Nilesh spots your posting and intervenes on your behalf (he visits here and may offer to sort it out).

This item was edited on Wednesday, 5th February 2003, 18:16

Al,

When their customer services said that since more than a month had passed since you bought the item, you were not entitled to the refund you wanted, they mis-quoted the Distance Selling Act. This is something that a PC manufacturer (Omni Data Systems) tried to do to me when they sold me a defective computer.

You will need to tell them that this "no refund" rule only applies to products that are in working order. Otherwise the Sale of Goods act states that goods must be suitable for the purpose intented. Which clearly is not the case with this DVD unit.

If they fail to acknowledge this fact you have a couple of options - inform Tradings Standards and Citizens Advice Beureau (Phone your local offices). They will assist and give some weight to your argument.

OR, if you bought the player with a credit card then they can arrange a charge back for you.

I had to go the route of Trading Standards, as I bought the PC with a debit card. It took eight weeks to finally batter Omni Data Systems into giving me the refund, as I guess they are used to people getting fed up trying to get what they are legally entitled to and just accepting whatever s*** they are given.

Also - when enough people complain to Trading Standards they then have the power to give the company a hard time =O)

Good Luck

Joe

Thanks for your help all - it`s gratefully received. I`ll try again with them tomorrow and keep you updated.
If anyone from Scan does read these posts and wants to contact me directly to sort things out, do so at siweldnala[at]moc.liamtoh

A little update for anyone who`s interested.
I`ve basically hit a brick wall in my attempts to be refunded and have grudgingly accepted a replacement dvd player. I guess I expected more than attitude off Scan`s phone-monkeys after having a duff dvd player after 2 weeks of use, waiting a month for a replacement and then receiving another duff unit (call me old fashioned). Their manager Manesh, I think, never did return my phone call.
Even more disappointing is that in one of my previous posts here I actually DEFENDED Scan and their customer services (fool that I was).
Suffice is to say I`m not happy about this, and for what good it`ll do I`ve written a letter of complaint, and have told, and will continue to tell, anyone with ears to avoid using Scan.

I would go to trading standards. Tell them you don`t want the player. In the mean time buy the only cheap DVD player to have excelent reviews. The Mico Clasica 20 & watch every thing you put in it play as it should. Oh you will have some money left over as well.

How long would that take, gettting trading standards on the case?

Al - you may wish to read this thread: http://www.dvd.reviewer.co.uk/forums/thread.asp?Forum=211&Thread=152410&Type=1

How are these jokers still in business???