I'd rate 0 stars if I could, I had bought a motherboard which had arrived seemingly completely fine but once I tried turning it on it had no visuals. I did some troubleshooting along with help from a pc repair shop to diagnose the issue. It turns out only 1 of the 4 ram slots actually work and it's very clearly a faulty motherboard.

I go through the process of RMA they want me to do the tests and check over everything which the Pc shop did for me. After the results of the diagnosis and reporting there were no issues other than the ram slots I got the shipping label to return it. Almost a week later after they have received my RMA they decline the RMA and refuse to refund or replace the Motherboard accusing me of bending a singular ONE single cpu pin. In the picture provided it appeared to be bent upward and to the side which for starters would be an impressive feat to bend like that just by handling and putting in a CPU.

It was already confirmed by the Pc shop that there were no other issues other than the RAM and i could see the CPU socket before returning everything looked fine. Perhaps by some magical mythical reason both me and the repair shop missed the singular bent pin then it doesn't change that it had arrived like it.

Requesting a refund was a pain customer service is not helpful at all and refuse to refund due to there "policy" what policy the R48 faulty product policy which is meant to be for this very reason? Receiving something with 3 broken ram slots (and bent pins which they weren't before return) is definitely faulty and should be covered by the R48.

It doesn't end there though, I also bought the rest of my PC build from Scan and after this experience decided I wanted nothing to do with them and wanted to return all my other items for a refund. As such I requested a shipping label but once again they refuse to do something because it's not there policy to hand out shipping labels for unsatisfied customers the want to return unwanted items.

Currently I requested a refund through reporting an issue with paypal, it is under review but i'm hoping paypal looks and reviews my evidence and understands what has happened.

TLDR;

If something breaks on the return shipping that SCAN sorry i meant SCAM arranges then they accuse you of being the one who broke it and take 0 responsibility. They also force you to pay for your own shipping labels when you want to return something for a refund when disappointed in them.

EDIT: I was eventually able to get a refund on the motherboard but it took way longer then it should have. As such I've updated it to 2 stars instead of 1.

Made an order with Scan UK on the 30th Jan 2023 as all but one item was in stock, but they were receiving stock the next day. I was given a estimated despatch date of 31st Jan and received an invoice saying they took payment. I then received an email stating one item was delayed so it would be the 28th Febuary.

I contacted Scan customer service to see if they could send the parts that were in stock but they just said they couldn't, but suggested they could remove the delayed item however I would lose my place in the queue. The queue that they failed to mention on their product page.

I thought I could wait a few weeks until I received another delayed notification saying 15th March. I contacted customer service again mentioning they have my money and I have nothing, is it just going to be delay after delay but again they reasured me and gave me excuses.

I asked them to remove the in stock items from my order so I could raise another order myself seeing as they couldn't do it, thus keeping my place in the queue for the delayed item. I ordered the parts and they came the next day, quick, fast and good service apart from the delivery driver leaving high value items on my door stop and not getting a signature as I was told would happen.

I then found out that I won't recieve my refund until the delayed order has been despatched and completed, meaning I have been charged twice while they keep my money on hold, and when contacting customer service I was told "its the way their system works". No explanation or apology, I have tried to be polite and respectful but after receiving another delayed order notification for 25th March I think its taking the mick and wish I never ordered from them in the 1st place and won't be recommending them.

I have to say that Scan's help and support have been superior to any I have received in the past. What looked like a very expensive failure was resolved in a few days, but there is a longer story to tell.

My wife's desktop computer was very old and giving ever-more-frequent problems, so we decided we should build a new one. It was 15 years since we last built a computer, so we needed some help. Scan seemed an obvious place to start as we had bought from them before.

All the people I had contact with at Scan left a very favourable impression, so it would not be right to single out individuals.

I used their "on-line chat" facility. Scan helped me choose compatible components, gave me an opportunity to review my choices and then set up my chosen payment method. It was a Friday when the order was completed. Next-day delivery is the default, even at weekends, but we were away from home that weekend, so the delivery took place on the Monday, by DPD.

Being somewhat jealous of my wife's new PC, I decided to update mine, too, and went through the same procedure, but before my new PC was built, we decided to upgrade the graphics card in my wife's new PC. This meant I had to return one graphics card to Scan and buy a more powerful card. That went smoothly and PayPal sent me notification of a refund from Scan only two days later. On fitting the new graphics card, we found we had to move one of the internal cables so that it didn't interfere with the fans on the new card. I tried to remove a connector from the motherboard in order to re-position the cable.

Then catastrophe struck!

The connector broke in my hand. It was connecting the IO front panel to the motherboard. This was definitely a problem I couldn't solve on my own. Although it sounds trite, Scan were once again brilliant. First, they said they would get a new front panel from the manufacturer and that I should discuss the possibility of damage to the motherboard with another department. However, I didn't do that because we had managed to extract the remaining piece of the connector from the motherboard and assumed it would be OK.

Nevertheless, I received a phone call from Scan about the motherboard. (This is something that really did impress me about Scan's support. How often do you get proactive support from a supplier?) I learned that those connectors are quite a tight fit, and great care is required to remove them, but it seemed that the motherboard would probably be undamaged.

I didn't need to buy monitors, mice, keyboards etc., as we could use those we already had.

The systems we ended up with...

========================================

My wife's gaming/home/office PC (Fully compatible with Windows 11):

Case
Corsair 4000D Airflow Tempered Glass Mid-Tower ATX

Power supply unit
Corsair RM850x 850 Watt

Motherboard
ASUS ROG STRIX X570-F GAMING

Central processor (CPU)
AMD Ryzen 7 5800X

Random access memory (RAM)
16GB (fast 3600MHz)

Storage, solid state disc (SSD)
1TB WD Black SN850, M. 2 (2280) PCIe 4.0 (x4)

Graphics card
RTX 3070

========================================

My own powerful home/office PC (Fully compatible with Windows 11):

Case
Corsair 4000D Airflow Tempered Glass Mid-Tower ATX

Power supply unit
Corsair RM750x 750 Watt

Motherboard
MSI Intel B660 PRO B660-A DDR4 ATX

Central processor (CPU)
Intel Core i7 *******F 12 Core Alder Lake CPU

Random access memory (RAM)
16GB (2x8GB) Corsair DDR4 Vengeance LPX Black

Storage, solid state disc (SSD)
2TB WD Black SN850, M. 2 (2280) PCIe 4.0 (x4

Graphics card
MSI NVIDIA GeForce GT 1030 AERO ITX OC 2GB

========================================

External peripheral (DVD reader/writer):
ASUS LITE External Slimline DVD x8 Re-Writer USB

========================================

The prices are competitive, I can´t deny that and that´s the reason why I bought my computer parts from them. I prefer to buy from a local UK retailler than giving my money to Amazon which doesn´t pay taxes but I´m extremely unhappy with Scan, I will explain why.

I bought computer parts to built my own PC after weeks researching the web, when I decide to click Pay to my surprise it said that it would be delivered 9 days after the purchase but considering the whole Covid-19 situation I thought, it´s ok, we´ll wait. As I was impatient I kept checking on a daily basis and after 5 days Scan was able to manage to pack all my items, this already looked bad enough to me and I was stupid not to cancel the purchase when I realised about it. Once DPD collected the item (on Tuesday), I had the option to have it delivered to my home on Thursday before 12 am for just 5GPB more, so I went for it as it was scheduled from Scan to be delivered Saturday afternoon even though I paid extra to get it delivered as soon as possible.

And when I got the package (1st May) is when all this nightmare started. Needless to say, I work from home and I recently sold my old PC so I did not have a tool to use and keep working as I really needed this so when it came, I mounted and notice that the PC case had the two legs from the rear broken in small pieces which affects the stability of the case and where the PSU is located so the airflow is almost no existent there. It´s a cosmetic issue which didn´t really stop me from finishing the build, firing it up and start working if I´m honest with you, but I paid 70GPB for a brand new PC case which unfortanetly came damaged so I emailed them to let them know.

They were really fast asking me for the information and some pictures to check the damage which initially gave me a sense of protection but also I worried as I was told there was just 7 days to return the item. Well... 6 days after I sent them all the pictures and everything they asked me, they write back to me saying they didn´t recieve the pictures (6th May). I have to say that between those 5 days I called them more than 10 times with no one picking up the phone, wrote around 3 emails just to assure me they recieved the photos and my complain and I was waiting for more than an hour for 3 times on their web chat with no one being fully able to help me and just keeping me in a loop.

Well, I sent them two emails with the images attached and also as a google drive link so they will not have excuse which seemed to do the trick as it just takes them a few minutes to get back to me with the following solution:

- Arrange a courier Collection the times are from Monday to Friday, 9-5pm.

- Dependant on the weight and size we can send you a list of local shops in your area including a label and you can drop the parcel of at one of the listed shops,

So the solution they provide is to basically send them the case and wait for a new one while I can´t use my new PC, great, just great! I got really angry at this solution so I counter them with two other solutions, I was keeping the case and they give me a voucher of the ammount they considered was correct for the damage and the time consuming for me fixing this issue, or I was buying a new one from them and arrange a collection the day after I recieved the new one so my work will not be interrupted.

To my surprise, just 6 days after (12th May) they issued a return ticket for the GPU and Wifi adapter as I made a mistake with both as are not the ones I needed and offer me a 10GPB discount for the case...
More than 12 emails, tons of calls, hours waiting on the web chat and all I got is a miserable 10 pound discount for a future purchase.

I want to let everyone know about their dreadful customer service and encourage anyone thinking of buying from them to think it twice because let´s be honest for a second, what if instead of a cosmetic damage soemthing else was broken and couldn´t work?

So second EVGA card also turns out to be faulty as well. Now as per scan they can't hear any squeaky noise which I was calling it as a pump noise and then later scan corrected that there is no pump so which basically represents my technical knowledge.

I sent a video to Scan 1m and 59sec which has got all different kinds of noises when the fan runs but that email went into the junk mail. So during the first half of the day they ran some test in which they concluded it's not faulty and the video of noise went into junk.

Now they will perform an overnight test with the videos downloaded.

Also during the conversation there was an investigative tone, have I over clocked it which the answer is no, do I use water cooling, which software I used to test, did I turn the fan on to get the noise. To me it sound like finding a reason for not to refund but the purpose of this was to reenact the situation as per scan.

So buyers please beware when you buy any product and if the your product is faulty please you make the minutes of usage other wise it will be problem.

It's a joke that first, I received the faulty product (twice) and then I get this treatment only after using the replacement for 4 days.

Also, I was told that EVGA didn't find any fault with my first card as well but thankfully scan and I heard the same noise.

So buyers please beware when you buy any product and if the your product is faulty please you make the minutes of usage other wise it will be problem. You need to have the same environment as EVGA or SCAN otherwise it will be a problem. You need to have an open ended test period from Scan.

So in summary, I received 2 faulty cards. Wasted my time on unpacking and packing, convincing them there is a fault, I am out of pocket by £1420 plus no GPU and waiting for there conclusion.

And Yes they are trying to help.

Muhammad

Scan response doesn't even address my concern. Seems like an automated response.

The problem here is why did scan sent 2 faulty products? When it comes to taking money scan charge me over the phone and when it comes to refunding for selling a defective product why do I have to prove, convince and send evidence to you?

The solution for every thing is not come at your store which is like 4 hrs away. Would you travel 4 hours to prove that you have been scammed by a faulty product and charged for the new one?

There are other reviews on trust pilot where people have received an open boxed and used product (example below)

https://uk.trustpilot.com/reviews/5cb5869ca*******ae8175a7b

What are the possibilities that this hasn't happened with me where I have received a used and faulty products?

My GPU noise:
https://youtu.be/ieBRv7Rlers
Vs another close 2080 ti ftw3 normal card
https://www.youtube.com/watch?v=4h4HDhYdl-o

I would like to describe story which happened in real life however may be real scenario for Monty Python story.
I have never ever experienced in my life such idiotic, unprofessional behaviour which made me think that in this shop SKAN (probably real name SCAM) works just morons who have no ability to read even with understanding.
I placed my order for Asus Zephyrus M indicating as requested on the website billing adress and delivery adress. The second different. Suddenly after two days I got email that I was not at home and DPD couldn't deliver parcel what was not true as I was awaiting parcel in London under adress as indicated during order placement. Quickly after contact they informed me that they tried to deliver to... billing adress even if they had different delivery adress. They Promised to deliver on monday. On monday (second attempt and second day late for work because of delivery) got email that it will be unfortunately delivered on tuesday. Unfortunately I had flight to Poland for presentation which I couldn't do without computer. So I had to cancel my flight ticket and buy new one for tuesday and I was awaiting computer next day at 10 am as promised... On tuesday morning I recieved email that they apologise but it will be delivered... at night. I had to take my flight to Europe without computer.
I asked last time that I will not cancel my order anyway (maybe using not so polite royal british language) and my flatmate in London can sign for me if they in return for all this caused chaos and uncompetence give me any discount. Every normal shop would try to make it up to customer but I suddenly recieved email as below:

> "Hi there,
>
> Since we last talked our payments manager has advised that he is not happy for the order to go through. The parcel will be returned to SCAN and a full refund given. Our issues are this:
>
> 1) 2x address change requests
> 2) First time order
> 3) High value order
> 4) Company only trading 1 month
>
> Unfortunately these flags make us believe that it may be a security risk to deliver to you.
>
> We apologise sincerely for any inconvenience. "

I am truly shocked because I never changed adress but phoned them twice to ensure they write proper adress I indicated during process of placing order. For some reason they kept sending confirmation excluding flat number which was indicated at the very beginning! So these two phonecalls are marked as "adress change".

The rest is for me just pure example of monty python jokes about imbeciles:
I should probably for the first order in SCAN(M) buy computer for no more than 1k. Of course orders I could placed by LTD companies with long history (looks like they checked online and it is very important for them that company should have looooong history) but not 1 month. ( I need to admit that everything was already paid)
Probably I should also deliver certified by Royal Family proof of adress so that they can give me honour and privilage to buy computer in SCAM... sorry SCAN shop.

This one week story of contact with incompetent morons ended up with over 2k blocked for a week, failed presentation, cancelled flight and frustration how the customer may be treated by somebody who should clean shoes (probably also too complicated) but not run online store with computers.

Of course I do not recommend. And not because failed delivery as "$#*! happens" sometimes. I do not recommend only because they treat client as piece of $#*!. They never ever admit they made mistake. The worse bunch of morons I have ever get in touch in my life.

I purchased an XFX Radeon R9-290 4GB card at £234.35 which came with a 12 month warranty along with a bunch of other components for a complete PC build from scan in Jan 2015. The graphics card turned out to be faulty so I reported this fault (which was that the card would display no video output and boot to a black screen, therefore rendering the hardware completely useless) to them in the February. Due to me going through personal aspects of my life and also moving house I had to put the matter on hold for a few months but the fault always remained and I must point out that at no point did I tell scan that the matter had been resolved, because it was not. Recently I have been in the position and had the time to get the matter sorted and I thought that as the product was less than a year old and still under warranty this should be something that could be resolved. How wrong was I? Firstly, scan told me that because they had not heard from me they simply assumed that the fault was gone, this is totally out of order to assume a fault has just vanished without scan even attempting to contact me to validate this first. Secondly, when the card was sent back for testing scan failed to find the fault the first time around, and argued that it was not faulty, it, they then said (after much persuasion from me) that they would put the card in for a re-test, and, hey-presto what do you know? The very fault I reported was found and they eventually confirmed the card to be faulty, I was thinking okay now we are finally getting somewhere... but nope, I hit another brick wall with scan. They told me that as the card was not new there apparently had been what they call 'benefit of use' for the card and so could only offer me a partial refund credit of £138 towards a new card, a whopping £96 less than the £234 I had already paid for the faulty product. I must point out that as the card was faulty from the day of delivery, the card was unusable from the start, so how could scan say that I have had 'benefit of use' from a graphics card that was unusable from the very beginning? How is that fair and reasonable on scans behalf? After more countless emails and messages via live chat, I was eventually offered a choice of 2 replacement models either a 2GB MSI Radeon R9 380 2G Twin Frozr V, or, a Gigabyte GTX960 4GB Windforce 2X Cooler OC NVIDIA both of these cards were significantly lower in specification and value than the card I originally purchased,
See here: http://www.game-debate.com/gpu/index.php?gid=3093&gid2=2097&compare=radeon-r9-380-msi-gaming-2gb-edition-vs-radeon-r9-290-xfx-black-edition
And here: http://www.game-debate.com/gpu/index.php?gid=2955&gid2=2097&compare=geforce-gtx-960-gigabyte-windforce-2x-oc-4gb-edition-vs-radeon-r9-290-xfx-black-edition
For a comparison table between the cards offered and the one I had originally purchased to show just exactly how inferior these cards are as opposed to my R9-290. For reasons already stated I obviously declined the replacements offered. I sent more countless emails trying to reason with someone to try and reason with them and to see how unfair this is all was and that I just wanted a replacement of at least the same specification of the card I purchased, not a cheaper inferior model. But unfortunately nobody at scan seemed to care so i decided to make a telephone call where I spoke to someone named Gareth, who said that he did not know why I was only offered a 2gb card in replacement for a 4gb card? (I still am baffled by this too Gareth!) Gareth seemed friendly on the phone and I thought finally we were getting somewhere, he said that he would look for a suitable replacement, he did this whilst on the phone to me and said they could offer me a Sapphire Radeon NITRO R9 380 Dual X OC AMD Graphics Card 4GB I said well this sounds better but first I need to check the specifications of the card properly to see how they compare with the card I paid for, he said that's fine and that an email will be sent and i can reply directly to the email to confirm whether or not I would accept the offer. After going through the specs it dawned on me that the card I originally purchased was again, of a significantly higher specification than the one offered to me (see here for comparison table: http://www.game-debate.com/gpu/index.php?gid=3101&gid2=2097&compare=radeon-r9-380-sapphire-nitro-4gb-edition-vs-radeon-r9-290-xfx-black-edition), so i replied to the email explaining why I did not think it was a suitable replacement. This was ignored and I heard nothing else in reply to that email. I then decided to call again for an explanation only to be told that they could not help me because it was escalated to the social media team who are now dealing with my query, except the social media team are also ignoring my messages, Facebook indicates the messages were 'seen' but no one bothered to reply to them. Scan stated that they could not replace my R9-290 with another one the same because they do not stock the card anymore, they say this despite having for sale on there website a 3xs system which is currently in stock with an XFX R9-290 fitted. I then asked that if they could not provide an R9-290 then to offer me the next closest thing which is an R9-390 that is almost identical in specification (see here for comparison: http://www.game-debate.com/gpu/index.php?gid=3117&gid2=2097&compare=radeon-r9-390-sapphire-nitro-8gb-edition-vs-radeon-r9-290-xfx-black-edition), there was a price difference of around £25 but I did state that I am willing to pay that difference if necessary, that proposal was also ignored by scan. So I am currently now £234 out of pocket with no graphics card and no sight of a full refund or suitable replacement all thanks to scan. AVOID