More trouble with Scan.co.uk

So, the reply I sent to yesterday’s e-mail is as follows:

queries@scan.co.uk wrote:

> 26 Sep 2005
>
> RMA 121193
>
> Dear Antony Whitmore:
>
> I am writing with reference to your recent return, the items received have been tested with no fault found.
>
> I can confirm that the items have been tested against any details with the return and also those logged on our RMA system. Our technical staff are fully qualified and having read your comments have not found any faults with your items.

If they have not found any fault with the unit, then it a) will not work any better should it be returned to me and b) was sold under an inaccurate or misleading description. Your website clearly states a range of 6ft, yet I have shown this not to be the case. If the unit does not, as you claim, have a fault and yet I have been unable to rectify the problems by following the procedure you and the manufacturer suggest, then it clearly does not meet the specification under which the product was advertised.

I am quite within my rights to a refund for a product sold that does not meet the specification with which it was advertised.

> The items need to be returned to you as soon as possible and in order to return the items to you there is a £10 +VAT carriage and a £10 +VAT service charge. Please forward payment details, cheque or postal order to the value of £23.50 inc. VAT, made payable to Scan International.

I will not be paying any such charges.

> I apologise on behalf of the directors of Scan Computers for the problems you have encountered. It is our aim to resolve any issues quickly and effectively so as to maintain a long-term relationship. I trust the above action has met your requirements.

I hope so.

>
> Yours Sincerely,
>
>
>
> Mrs E. H. Norris
> Returns Manager
>
> Immy
> Scan Computers
>
> The set of characters in the subject uniquely identifies your query. When replying to this email please ensure that these characters remain unaltered.
>
> 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.

The literal interpretation of that disclaimer implies that the original e-mail above is not Scan’s offical position, and that Scan has not responded to my RMA. Mrs. Norris is responding entirely in her “personal capacity”. I would very much like this matter to be given the attention of a Scan employee acting within their professional capacity to resolve this matter.

Regards,

Antony Whitmore

Caustic, perhaps. But I feel quite put out by this whole affair. The reply that was waiting for me when I got home:

Antony Whitmore,

Hi

With regard to your recent return in your own words you state that you cannot get the keyboard/mouse to work from a range of no greater than 6 inches we have tested the equipment from a distance of 12ft and can confirm that the keyboard & mouse work from this distance without fault.

We appreciate that the item may not work in your particular environment however this does not mean that the item returned is faulty. If the item were faulty then it would not work here at SCAN this has been proven not to be the case. If you wish to obtain a refund for the item this is fine, however as it has been opened and used there would be a restocking fee of 25% applied to the item before refund.

Please advise

Regards

Mark R
Scan Computers

The set of characters in the subject uniquely identifies your query. When replying to this email please ensure that these characters remain unaltered.

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.

Once again, despite my explicit request to talk to someone acting in a professional capacity on behalf of the company, I’ve been fobbed off with someone acting in their “personal capacity”. Unless of course, their legal disclaimer doesn’t really mean what it says.

But the actual meat of the e-mail is that the product works for them (assuming they are actually telling the truth) at a distance of 12 feet. Now, nothing on the product page says anything about particular environments for which the product might not be suitable, yet they are now claiming that environmental factors could be causing the problem. Nowhere on the product page does it say that the device may be rendered next to useless by environmental factors.

I also remain puzzled as to what environmental factors could be causing this effect. It’s a normal living room of a mid-terraced house. As previously mentioned, the receiver was placed in the middle of the living room floor, at maximum cable length from the PC and any other piece of electrical equipment.

Another e-mail has been sent…

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