Scan computers

It's been two full months since I placed my order and paid over £5,300 for what was promised to be a premium, high-performance custom PC. What I've received in return is nothing but stress, frustration, and silence. The PC arrived completely non-functional, and to make matters worse, a key component I paid for wasn't even included. I raised the alarm immediately, and was told the issue was being prioritized, that I'd be kept updated, and that I'd receive a commercial gesture for the inconvenience. That was over a week ago, and I've had zero updates since then. No follow-up. No resolution. No working PC. Let me be clear: they have my money, and I have no product. It's been two months, and I am still chasing them for answers. All I've received are vague promises, hollow apologies, and a complete lack of accountability. Not only has this ruined what was supposed to be a meaningful gift, it's also been one of the most exhausting and time-consuming consumer experiences I've ever had. This company's handling of the situation has been beyond unprofessional. From technical failures to delivery issues, communication breakdowns to unfulfilled promises, it's clear that customer experience is not a priority here. At this point, I'm left with no choice but to consider formal complaints and legal escalation. If you're considering buying from this company, don't. They may advertise quality and service, but what I've received is a disaster — and I wouldn't wish this experience on anyone. Avoid at all costs.

Received a faulty motherboard, after a few days of troubleshooting it with Scan support staff, it was returned. Was told that the motherboard on return is now physically damaged (I assume in transit by DPD, the return courier). Basically told nothing they can do and I'd be £300 out of pocket.
So an faulty item has been further physically damaged by the courier but they're accepting no responsibility.
An appalling experience and disgraceful customer service - apparently scan are not the company they used to be.
I am now in the process of rectifying this via payment provider dispute and, if necessary, small claims. A truly galling experience and not one i intend to back down on.
I'll update the review if they do the right thing but am not holding out much hope

I would like to thank val and the ladies on the collection desk they have always been fast and efficient even when I came to pick up 7 or 8 parts very self explanatory for the pick ups too as you get multiple emails going through 3 stages and as soon as you get ready to collect its done.

The sales guys are really friendly and willing to help you however they did make a big error when I accidently bought server ram and had a whole issue with trying to return that but it got done before I left the shop.

Overall scan is amazing parts are reasonably priced always have a cracking deal on efficient and very friendly.

From start to finish the process of ordering parts to collection is amazing, Gav on the sales floor gives you the most honest opinion, and advises you the best he can. Once payment is collected you go over to Val on collections, amazing lady, very friendly makes you feel like your at home. Gives you your item/part and sends you home with a smile on your face.

Thanks once for your amazing customer service

.
I placed an order for a motherboard, processor and RAM. Since they had the option to finance it, I took them up on the offer. Financing has been approved. I paid a 100 GB deposit and waited patiently for the order. It was supposed to be implemented on March 27. (I submitted it on March 25). I took a day off from work so as not to miss the courier. All the equipment was to be installed in the computer that I will have on my business trip, which starts on Tuesday after Easter. I'm leaving for Easter and I'm going straight to a business trip. And the fun begins. On March 27, I receive an e-mail that they cannot locate the RAM. They managed to find the RAM, BUT IT IS OPEN AND WITHOUT THE ORIGINAL BOX (they dug something out from behind the cupboard in the store which fell there and no one wanted to pick it up) they offered to send me this garbage, without a box but with a guarantee. I refused, so they said they didn't care. As a goodwill gesture, they offered me free shipping, which was free anyway? Complete lack of responsibility, will to keep the customer. Thanks to the canceled application, I have to pay for the parts in cash because I am afraid to make another credit inquiry in such a short time. Thanks to scan co uk I know how not to serve customers and how not to solve problems. You will get used parts at the price of new ones, a broken credit history and a broken schedule. Do not buy in this store.

Date of experience: 27 March 2024

Dpd has failed to deliver the item even though we were at home all the time. Please stop using DPD, they dont even bother to attempt to address. They are liars, dishonest and unproffesional firm, please check their reviews. I am a long time customer as well as using Scan products in my business but DPD is putting the Scan`s company reputation hugely down.

Bought a monitor,when opened discovered it had cracked screen, looked like it had a very heavy weight ontop of it or had been dropped hard or banged hard, Scan said this didnt happen during transit so its my fault, i am now having to take this further a possibly to small claims court

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.

Decided to reorder an item that DPD made a mess of previously but even given those circumstances, Scan manage to delay my delivery. Honestly, how bad does it get?

Potential buyers beware. I was thinking Scan is a trusted shop because of their informative website and known cpu benchmarks. After consulting with Scan Audio over the email I order a 14 hundred pounds laptop two days before Black Friday. I have been promised 5 days shipping, I received two emails on the same day, one confirms my order and the second that it is dispatched with tracking number.
The tracking number didn't worked, I sent an email on Friday and Saturday asking for the right tracking. After not getting a respond, I used the chat on Monday. Sells told me they are apologies and apparently the package didn't sent but it will be sent today. I imagined this thing can happen because of black friday/cyber monday. The next day i asked on the chat if it sent, again they apologies and said it did not sent yet, they don't know why and promised it will be sent today. A day after same story, apologies it yet been sent and promises it will be sent today. I called them over the phone, talked with the sells manager, I told him i'm asking for tracking for 6 days now and wasted a lot of time on this, he promised it will be short out today and he will call me back but he didn't. Its been a week now, I cant get a tracking number. I never got a respond to my emails (over 5 days) I could have order it from somewhere else but now i missed all November sales and left with a bitter taste. Till this day I never received tracking number or proof it sent, any email or offer to help.

Ordered a laptop friday morning. Webside promised its arriving within 24hr. By the time i went through payment etc it became monday. Sunday i received email about delay of delivery. Called customer service monday morning and they said theres allocation issue (we all know what this is) and it will be with me tuesday. Of course hasnt arrived. Called customer service and been told exact same as a day before. So asked refund. Guess... Its 3 to 5 days.
DO NOT BUY FROM THIS COMPANY!

Used XDP the wors scammer company for my delivery! Check out xdp reviews you will be surprised I promise you. Said your order was "upgraded" feom flawless dpd delivery to xdp delivery! Upgraded?! To a scammer company? Thank you so much. 700£ wasted. They also delivered me fake package glasses and no monitor and classified delivery as completed.

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

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

Absolutely fantastic service, the website is easy to use and the ordering and delivery process is made very easy. 5 stars isn't enough for this company

Every pc I've built from age 8 (my first with help from dad) right the way through to my mid 20s has been bought from scan, and I wouldn't keep purchasing from them without it always being a fantastic customer experience, way before amazon did it.
Staff are always very helpful and have even saved me money at the checkout by suggesting alternative components that are in their 'today only section'. When I've had problems with components (which has been very rare) the problem has always been resolved quickly.
Also worth popping into store if you're even remotely local to their Bolton middlebrook, it's like Disney land for tech fans. Lots to play with, and some serious kit on display, which alwats seems to change.
Thought it was worth a review due to how long I've been a happy customer.
Cheers

Everything happened very quickly. It arrived at my place less than 24 hours after my order. It was very carefully packed.