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Scan UK announces R48 (two working days) replacement policy

by Mark Tyson on 16 August 2019, 11:11

Tags: SCAN

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Scan Computers UK has launched an innovative new service enhancement for its customers. The computer, electronics and components seller has started to mark various high-profile products with a 48hr logo. In brief this means the part is flagged as offering a two working day RMA turnaround at any time during its full warranty period. Scan dubs this its R48 Priority Replacement Policy.

Scan's official summary of the R48 program is as follows:

"R48 is a commitment from Scan and the brands involved to replace and dispatch a faulty product within 48 hours of us receiving it back. Only brands who meet strict criteria will get the R48 badge, one of which is that we can replace a faulty product without going through the repair process. This allows the fastest possible turnaround time for the customer."

The systems maker and retailer says that it decided to develop R48 to put it "ahead of the competition (Including Amazon, who only offer standard manufacturer terms)". R48 is an easy to see and understand consistent level of service.

If you head on over to Scan today you won't see the R48 logo on everything in the retail listings, far from it. However, Scan is working with a wide range of popular PC / components makers to sign up to R48 and it hopes that, in time, more partners will sign up to R48. Customers opting in favour of R48 products might be one driving force.

As with any returns and warranty service, R48 comes with a number of terms and conditions. For example, this is for faulty product returns only, not user-damaged items. For the full set of T&Cs it is worth a look over the dedicated Scan R48 information page. Last but not least, it is worth remembering that R48 is a free service enhancement that Scan has pre-agreed with partners including those shown in the above graphic.



HEXUS Forums :: 5 Comments

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Nice - nothing worse than a DOA (dead-on-arrival) component holding up a new PC build or upgrade.
Always good to know you're covered if you need it :-)
A replacement is sent out within 48 hours after Scan receive the item back

That means you have to wait for Scan to raise an RMA, the courier to pick it up, and then for it to arrive back at Scan.

The last time I had an RMA with Scan it took 4 working days from the point of contact to them confirming receipt of the returned item - not too bad a turnaround.

However with Amazon the other week I had a dead router. Within a few hours of contacting them they'd sent a replacement out which arrived the next day, and then had 30 days to return the original.

As it happens the courier came to pick it up the day after and then tracking it through Hermes it took nearly 2 weeks to arrive!

It's a very welcome improvement from Scan but still have a way to go to beat the competition.
blokeinkent
A replacement is sent out within 48 hours after Scan receive the item back

That means you have to wait for Scan to raise an RMA, the courier to pick it up, and then for it to arrive back at Scan.

The last time I had an RMA with Scan it took 4 working days from the point of contact to them confirming receipt of the returned item - not too bad a turnaround.

However with Amazon the other week I had a dead router. Within a few hours of contacting them they'd sent a replacement out which arrived the next day, and then had 30 days to return the original.

As it happens the courier came to pick it up the day after and then tracking it through Hermes it took nearly 2 weeks to arrive!

It's a very welcome improvement from Scan but still have a way to go to beat the competition.

Good spot. Somewhat less impressive once you realise that. I've always had a good experience with SCAN so a welcome commitment, but still not really bleeding edge…..
blokeinkent
A replacement is sent out within 48 hours after Scan receive the item back

That means you have to wait for Scan to raise an RMA, the courier to pick it up, and then for it to arrive back at Scan.

The last time I had an RMA with Scan it took 4 working days from the point of contact to them confirming receipt of the returned item - not too bad a turnaround.

However with Amazon the other week I had a dead router. Within a few hours of contacting them they'd sent a replacement out which arrived the next day, and then had 30 days to return the original.

As it happens the courier came to pick it up the day after and then tracking it through Hermes it took nearly 2 weeks to arrive!

It's a very welcome improvement from Scan but still have a way to go to beat the competition.

You raise some good points from your experience that are worth addressing-

1: Your RMA took 4 days from point of contact with Scan - This is one of the changes that we have made as part of R48. Previously Scan dealt with returns in order of them arriving back to them but this could lead to backlogs in busy times. R48 products are now flagged for a priority service, as Scan know that they do not need to send them off for a repair (which takes up to 4 weeks) and can deal with them quickly.

2: Your router example. Granted this is a great service on this product within its DOA period. That will be an agreement that the brand has made with Amazon so it wouldn’t be the same for every product that you buy. Plus if it was 9 months old would they still offer the same replacement? It would depend on the manufacturer’s policy and most would only offer a repair option past that initial DOA period, especially on more expensive goods like Graphics cards for example. Importantly Scan’s R48 covers the FULL warranty period of the product with the same 48h commitment of a replacement.

Its also worth noting that the R48 badge makes it easy to see what the faulty policy on a product is BEFORE you buy. Anywhere else, including on Amazon, it would be up to the buyer check this on each product as it is not made clear. Had you chosen a different brand of router your experience could have been very different.