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The Word

  • Posted : 26/03/2012
  • Name: James Martin
  • Subject: Change Scansure Default

Comments:

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Customer Comment Details
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Broadly speaking the company (Scan) is a pleasure to deal with both in service delivery and product appeal.
However one area that both I and my colleagues resent is the section on the website that automatically selects product insurance when ordering.
This is a trick that I've observed on several other website (Ryanair.com specifically) that in my opinion leads the customer into selecting a cost option that they would necessarily pick.
Perhaps if the option was de-selected by default instead of selected it may instil a better image?

------------Scan Employee Ref-------- "

Scan's Action

" Hi James,

The whole idea behind this cover is to make it very cheap. It's designed to encourage people to build their own PCs, and has the additional benefit to us of simplifying the RMA process. Our research revealed that over 70 percent of RMAs happen within the first 28 days. It's hoped, that by taking the fear out of building a PC this will in turn boost the component market. This is a brand new product, that hasn't been seen anywhere else in the IT industry.

To return to your comments regarding the 'opt-out' feature of Scansure. It's a shame that you feel that this service is some form of trick, we had hoped that it would aid, if not all, but some of our customers with their confidence and builds. Whilst we agree that the cover is added by default when initially checking out a basket of components. It is very easy to opt out by proceeding to the next page, and at 'Step 1' choosing to remove the additional fee from the order. This is before the website asks you for any delivery address or date and, more crucially, for any payment details. It really is hard to miss this section and we've made sure that this was clearly visible. In many cases we do refund if added in error.

However as you can imagine this has been in place now for a couple of years for us to change the default selection now it could cause a lot of issues for our customers who expect for it to now be added automatically leading to problems with warranty and replacements being issued for example.

I really hope you can see our point of view and if I can be of any further assistance please do not hesitate to get in touch.

Regards, "