written by j.brtinsky on 07/01/2015
Used to be good but not any more. Incompetent untrained staff at customer service. My last "urgent" order was delayed over and over due to parts not in stock, replaced by them with another parts as well not in stock. After 2 phone calls over 2 days finally dispatched but some parts selected by another operator incorrect yet again. No reply to my complaint email, no apology, no refund of postage as promised. Absolutely incompetent! I've spent here over £1500 but have been let down. Unfortunately cannot recommend.
written by Greenback77 on 01/01/2015
In a word, unreliable. I ordered from Scan on Monday 29 because their website said that everything was in stock, and paid for next day delivery in order to receive my order for New Year. At 8pm (ie too late to order from elsewhere) the day after my order I received a no dispatch mail. Some correspondence with customer service was optimistic about shipping today (Wednesday), but again, after hours, I've received a no dispatch email. This means that I will not receive the goods until Monday at the very earliest, a full week after I paid for next day delivery. I have a busy job and don't have time to deal with companies this useless. This is my third Scan order over 5 years. One transaction was perfect, one was dreadful because they took several weeks to source an item that they has claimed was in stock, and this looks like being the last.
written by DjNemes1s on 30/11/2013
Ordered a parcel and paid for next day delivery which did not show. Took numerous attempts at calling customer service to identify what had happened, and had to phone the courier myself as Scan claimed the couriers offices were closed (they were not). Not Scan's fault the package has been lost and not delivered on time, however made no apologies for the inconvenience caused and non sympathetic to the issue. Would not use again.
written by AndyM73 on 07/03/2013
I have been a customer of Scan for many years. I would always use overclockers.co.uk and, more recently, Ebuyer as comparisons. I always ended using Scan. However, over the last couple of months I have begun to see them in a different light. I see them more as box shifters now. Don't get me wrong, they have some excellent tech guys there, if you get to speak to one of them. Emails now take days to be answered, even though I would recommend phoning them now for support. I recently purchased a motherboard from them which was DOA. I discovered this after I had seated the CPU, RAM, and PSU. So after testing the other components separately, I repacked the motherboard and whilst replacing the CPU transit cap, I might have unintentionally and accidentally caused damage to the motherboard CPU socket. I could not confirm this as the motherboard was DOA. I contacted Scan and told them the situation. One week ago, I replied by email, to one of Scan conversation email chains, saying that I would keep the DOA motherboard and just order a different one, this time my selection, and not on recommendation of Scan. Now today, three weeks on since this situation began, and Scan are still arguing that if the motherboard CPU socket is damaged then the warranty is void! Even though I had already resolved this, so I thought, it didn't change the fact that my point of view is/was, if the motherboard was not DOA in the first place, I would not have unintentionally possibly damaged the motherboard CPU socket. It's the principle. I paid £160.00 for one functioning and one DOA motherboard.
written by f7ash on 27/02/2013
I often buy from Scan for both personal and business use. Up until now I've been happy but up until now things have always gone smoothly. I recently received an overclocked bundle and on arrival found it didn't work. I then received troubleshooting tips from tech support at the rate of one email per day - therefore it was almost a week before I had an RMA number. After that there was a problem with the collection from DPD delaying things a further week - despite the fact that when I contacted them to see how things were they said that testing was underway (not sure this can be the case if the delivery was missing!) Since then it's been another week of waiting for their test team to change and check components - either they're overworked, or underskilled as this could have been wrapped up in a number of hours. All in all I'm one month after my initial order and still don't have a machine. Would I get a 3xs build with them again? Maybe, if the price was very attractive but I would pray that it worked first time
written by on 01/09/2012
I placed an order for items which Scan indicated were definitely in-stock. However on the day before delivery (about 1.5 days after I placed the order) I received an email notification that one of these items wasn't in fact in stock and that they would not be adhering to the agreed delivery date or sending a part order instead, until I advised what to do concerning the unavailable item. In effect they simply unilaterally cancelled my order for the agreed delivery date. As I was not in when they issued this email I did not understand what had happened until after Scan had closed for the day, hence missing any opportunity to delete the item from my order. In addition, although they had my mobile number they did not attempt to contact me to advise the situation. Clearly, you cannot count on their stated stock inventory to be up to date. If you have a delivery that you are counting on you are taking a big risk using Scan. A shame because their prices are quite keen relatively speaking, and their website easy to use.
written by Mr.Soft on 02/02/2012
Bought a keyboard that turned out to be faulty. RMA'd it (requesting a refund). Scan confirmed that it was faulty and sent a replacement. Called back, and now they refuse to refund it as they've already replaced it. Couple that with their support staff "dumping" people back into the call queue then pretending to be somebody else when you get through to them again. Don't get me wrong, the prices and speed of dispatch are excellent but if something goes wrong start collecting names and times because you're in for a world of hurt as they mess you around. Overall, despite the prices it's unlikely I'll ever use them again. I'd rather pay the couple of quid extra it would be from CCL (for example) and have the piece of mind that I wont have to deal with the dullards at Scan.co.uk again.
written by on 07/05/2011
Buying stuff is fine, always going to get it next day, but for rma it is a no go, customer service is so bas when it comes to faulty items. They take 2 - 3 days to give you a rma number then a week to test items. Don't buy from them
written by on 20/01/2011
I ordered a black Nintendo Wii with Wii Fit Plus and balance board - the ordering process was straightforward, and I thought it was all good....
BUT, after ordering I received an email saying the order had been cancelled due to a payment problem. I rang up Scan computers, asked what was going on, and was told that the order HAD gone through, the payment had been taken, and I would receive the product the next day. I double-checked, feeling unsure because the guy on the telephone was VERY hasty in his dealing with me, but he reassured me categorically.
Next day (OF COURSE) I don't receive the delivery, after having made sure I'd be in to receive it. I phone up again, a different department tells me there was some problem with the payment, I get transferred - BACK TO THE SAME GUY - who AGAIN tells me that there's no problem! I tell him there IS a problem, he finally looks into it, finds the payment problem, and is anything but apologetic in tone. I told him I'd phoned the previous day to deal with this, I told him I'd received the email, that I'd been in all day to receive delivery... and he tries to insist there is no culpability on the part of Scan computers.
He might have been right - it's not the company's fault per se that this jerk, for want of a better word, isn't doing his job properly. If he'd have looked into it properly the first time he'd have seen the issue, and wouldn't have wasted my time.
Scan computers was the cheapest I could find the product AND the only place that had it in stock. I think my review is more than fair, customer service was A MASSIVE issue in my case, but hell, I only lost a day of my time and the cost of three telephone calls to charged number, and I'm sure that other customers generally won't experience the same problem, provided they don't get dealt with my this incompetent and arrogant guy.
written by grammarye on 16/12/2010
At first glance, Scan.co.uk come across as a capable & well-thought-out company. They have excellent value for money on many PC peripherals & cards, and some unusual extras such as breakage insurance - where if you break a device attempting to install into your PC, they will replace the device.
If all had gone well with the actual purchase, I'd recommend this company without hesitation. Unfortunately, their customer service & choice of delivery company leave a great deal to be desired.
At time of writing, Scan provide (and charge for) only a next-day delivery service, using DPD. You receive a whole sequence of helpful emails on the day Scan prepare your package, covering payment acceptance, packing, and pick-up by the delivery company. At this point, the otherwise good system falls down completely.
You get emails indicating expected day of delivery - and nobody turns up, and there is no correspondence indicating that you shouldn't be expecting a delivery that day. The delivery tracking gives no indication whether or when the package is actually being dispatched. At no point was I actually contacted by anyone from either Scan or DPD to indicate when I might expect my so-called next-day-delivery, beyond the initial completely inaccurate email.
Contacting DPD directly produced a 'helpline' that did nothing but ring for twenty minutes and then hang up, even after repeated attempts. Contacting Scan was equally time-consuming, though I did eventually get through to someone - who was unable to help me find out what the status of my package was.
In summary, if Scan changed their delivery approach & actually engaged with the customer when things go wrong at their end, they might turn out to be a really good company. However, until then, I'd look elsewhere.
Written on: 22/12/2010
Hi grammarye's
<br/>
<br/>
<br/>Thank you for the feedback... The positive comments have been taken on board and we appreciate the time taken to post up all of the feedback.
<br/>
<br/>To address to issues you have brought up, I will try to explain.
<br/>
<br/>When placing an order with SCAN we give an estimated date of delivery, this is confirmed whilst placing the order, before any payment is requested. Depending on the time the order is placed is a standard next day service. To confirm this is not a guaranteed service and the carriage we charge is not for a guaranteed service and neither is the service confirmed as guaranteed during ordering or via the confirmation e-mails we send.
<br/>
<br/>We also have an option to select a requested delivery date to dispatch the parcel in the future.
<br/>
<br/>Our tracking system sends e-mails at 4 stages...
<br/>
<br/>1. Invoice printed / Awaiting authorisation
<br/>2. Payment authorised
<br/>3. Order picked / Awaiting despatch
<br/>4. Order despatched
<br/>
<br/>These e-mails are sent from our e-mail server for every order.
<br/>
<br/>In the Stage 4 e-mail the DPD tracking reference is confirmed with a link to the DPD web site so delivery can be fully tracked once dispatched. Under normal circumstances DPD confirm a 1 hr delivery slot via SMS and E-mail, however currently this has been temporally suspended due to the weather conditions, confirming a delivery slot is currently not feasible.
<br/>
<br/>At this point I would request the Invoice number to confirm where delivery is being made, I suspect it is being shipped to one of the destinations where DPD have confirmed via their daily updates as having delay's due to the extreme weather. We also have warnings via our Home Page, Basket Stage, Delivery section and our Today Only page.
<br/>
<br/>We appreciate the problems this is causing. This is a National issue affecting all major couriers and widely covered on the news and not isolated to SCAN deliveries or to DPD and changing our courier would not help the current situation.
<br/>
<br/>If the Invoice Number can be supplied we can contact DPD on the customer's behalf and confirm the status of the delivery.
<br/>
<br/>Best Regards
<br/>
written by Joe Smith on 13/12/2010
Not a happy bunny. All the items in my last order were clearly marked 'in stock'. I ordered on a Sunday night, for an urgent delivery on the Tuesday. They waited till Monday evening to tell me that, actually, they didn't have 2 of the items, and one of them (a laptop) would be another week, and the other (a motherboard) had no ETA. I should have known - they did this to me back in 2007, but I'd forgotten. I won't forget next time.
written by on 07/12/2010
Really unimpressed so far with Scan. I called to check on the status of my order after it had not been 'picked' a few days before it was due to arrive, the guy I spoke to seemed uninterested and and blamed their suppliers for the fact they hadn't received the product on their end yet and then said he had no further information he could give me. Very poor customer service.
I checked online yesterday as it was meant to arrive today and it had been picked and despatched but so far it hasn't arrived, even though we paid for 'next day' delivery so we would definitely get this product on release day. I called back and this time they blamed the courier company for the delay, once again the customer service rep seemed uninterested and I came off the phone feeling like my call was not valued at all. I managed to find the details for the courier company DPD and they also blamed their 'senders' whoever they are and said I should have been notified of the delay, I was not. It's 4pm now and looks very unlikely it will arrive, however both Scan and DPD assure me I should have it by Thursday which is 2 days away. Great.
Also on the scan website under the ready-built PCs section their is a list of 'latest games' which includes Fallout 3 (not New Vegas) and World of Warcraft: Wrath of the Lich King, both of these titles have been out for around 2 years, seeing things like this does not inspire confidence that the rest of the company is dealt with any more care and attention....it's not.
To summarise, don't bother saving a few pounds here you probably wont receive it, shop elsewhere.
written by on 20/05/2010
Bought Xonar soundcard which turned out to be faulty, returned under rma, tested faulty and refund authorised and paid 2 weeks after receipt of card, refund was minus original postage so i posted on Scan aftersales forum on Hexus to ask for the rest of money but was given various spurious reasons why they do not return the postage.
Sent recorded delivery letter to remind them of their obligations re SOGA and within an hour of receiving the letter i got email confirming refund.
After the refund was completed i sent another to ask for my account details to be deleted and gave a full explanation why i did not trust scan.
I now find that my ip address has been blocked by Hexus forums and they will not respond to my queries.
So Scan are very devious when it comes to upholding consumers statutory rights.
It also appears that Hexus are hand in hand with the deliberate deception.
All very childish really when all they had to do was uphold my statutory rights.
They lose in the long run because customers will go elsewhere.
written by on 14/04/2010
The hard drive was advertised as in stock and available for next day delivery.
The next day I got a text to say there was a problem with my credit card. That as great and when I rang it was handled well by customer services.
Later however I got an email to say the item was actually out of stock. Eventually 9 days later (6 working days) I got an email to say they didn't know when the item would be in stock. An alternative or refund was offered.
I cancelled and went elsewhere.
So basically the site either lied or it could have said how many they had in stock to justify suddenly running out.
written by on 03/11/2009
Pre ordered windows 7 ult + Home Prem and pre ordered it 2 months before the release date, i had no customer feed back on why the order was late, was not until i submitted a question using there web site i got any feed back, to get any update i have had to submit more tickets, as and when dates they said had past. I would say that when i have submitted a ticket they respond back the same day. on another bad not the pre-order cost on there web site drop, and they never lowered the cost of my order. (note they dont state any were that they will give the lowest price). The main problem i have with this is i pre ordered with them 2 months before and they took the money for the order on the day of order, and failed to deliver it on the day. ATM i am awaiting "stock" and they have no ETA for delivery.
written by on 28/10/2009
Very annoying adds unnecessary insurance at 0.90p even when clicked not to add. Not happy with this sort of selling. Everything else seems okay so far - not yet delivered but good price
written by ChrisBUK2 on 18/03/2009
I bought many different computer components from Scan and all of them arrived very quickly.
However, I soon noticed that one of the components was faulty and sent it straight back to Scan.
I waited over a week until finally Scan confirmed that the item was indeed faulty. I specifically requested in the covering letter that I wanted a refund and not a replacement as I believed that the fault was quite common in that product.
Another week passed and I was thoroughly confused when a replacement of the faulty product arrived in the post. It wasn't even packaged in an outer box which Scan insist on when returning items to them, as a result of this the box seemed to have been damaged. It was crushed in several places with scratches, marks and tears all over it. The security seal and outer film of the box also seemed to be missing. I quickly contacted Scan and told them that I requested a refund and promptly sent the unwanted replacement back (which I had to pay the postage for) but it was a further 4 WEEKS until I finally got the refund.
I'm not happy with the returns at all and for that reason I wouldn't recommend them. It took almost 6 weeks and 10 emails before I finally got a refund for a faulty product that I paid over £230 for...
written by cyberian on 10/11/2004
I ordered a Seagate 160MB SATA 8MB cache hard drive from them. What I received was a discontinued model (ST3160021AS) which has a 2MB cache. So far they've refused to allow me to return it even though it doesn't match what they're advertising on their site.
written by Sniper2000 on 18/03/2004
I've ordered over £800 of goods from Scan since Sept. 2000 but I won't be going there again due to their inflexible returns policy. My latest order was for £287 for components to build a PVR (Personal Video Recorder). I also bought other components from other sources. It took a while to build it all up as I also had to cable the house as well as build the PC, but I got it all working, after a fashion. Over the next few weeks I started getting problems with the Hauppauge Nova T. I tried my best to sort out the problems, (driver updates, following Hauppauge's web site's FAQ, reconfiguring the PC, emailing and phoning Hauppauge, buying and installing a new TV aerial etc), but it still wouldn't work reliably. So I asked Scan to take it back in exchange for the Avermedia card they sold. Answer: "NO." I'd run into their immovable 28 day policy. My pleadings that I'd tried my best to get it working, which all takes time, especially on an intermediate fault, fell on deaf ears. They would take it back for testing (and doubtless charge me their £10 test fee) but I knew the problem wasn't with the hardware, but the software which is just not fit for the purpose of use as a PVR. So, the answer is, if you do deal with Scan, if you have any problems at all, don't try to fix them yourself. Send it back immediatly and ask for a REFUND, not a replacement, as you are entitled to under the distant selling regulations. I suspect if you ask for a replacement you would forfeit your rights under the legislation.
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Algis78's Response to j.brtinsky's Review
Written on: 21/09/2015
Same story here. Ordered over the phone and everything was in stock. "Will be shipped tonight". Week later - "Parts arrived (WHAT???), will be shipped tonight". Don't order ANYTHING if it's urgent.