Page 1 of BIG PROBLEMS WITH SCAN SC2000

I ordered my scan sc2000 on the 18th dec 2000.
I was told on the phone that my machine would not be shipped untill the 8th/9th january.Fine i thought as that will guarentee me a latest batch machine,so as christmas came and went i looked forward to the arrival of my multiregion/macrovision free/mp3 dvd player.

Monday the 8th came and by 4 pm i decided to ring to double check it had been dispached ok.I eventually got through to scan after 1 hour on the phone.got thedispatch number from citylink(i had checked their on line tracking facility but according to that- they tried to deliver it and the address did not exist!!!).I eventually got through to citylink and they traced the parcel back to the driver who had it and contacted him for me.It turns out that the player was shipped on the 19th dec(2 days after i ordered it)and was delivered on the 20th -the problem was the driver couldent find us (eventhough he was on the right road)and
when it couldent be delivered no attempt was made to contact me.No attempt was made from scan either to tell me that the machine had been shipped early or that an attempt to deliver it was made and was unsucsessful.


As a result my dvd player had been lying in the back of this guys truck from the 19th dec to 5th jan- now considering we had temperatures of -15
over christmas i am positive this was not good for the machine.

On receipt of the machine as soon as i opened the box i was greeted with a black player with a silver scratch about the same size as a 5p piece on the top of the player.The player was so cold i could barely hold it so i plugged it in and left if on standby for 10 mins to let it warm up a bit before i used it.Once i switched her on i opened the tray and inserted a dvd(jaws) the player made some awful noises from the disc tray and started to make a banging sound.I got the tray open eventually and took the disc out and left it alone for 20 mins or so.

I attempted to play the dvd again and after some whirring and grinding i finally saw the menu screen and was able to play the dvd.It played ok but the noise from the player was excessive.

I had been emailed from nelley once concerning the firmware and was guarenteed to have a machine from the latest batch and have v2.04 firmware-after checking i have version 1.93.

I bought the machine on the strength of what i had been hearing on the forums concerning the improvements in product and customer care and chose to ignore the doubters who had problems with the older versions of the sc2000.I am impressed with the playback and believe a 100% working machine would be an excellent player-mine is far from 100% though.

I of course have tried to contact scan on several occasions to sort this out-i sat on the phone waiting to get through to customer services for an hour.I gave up and rang their sales line,i got through almost immediately,and explained i couldent get through to customer services the operator sent an email to customer services with my phone number and i was told they would call me that same day(fri 12 th jan).Today is Mon 16 th jan - and still no word.That same day i tried to contact customer services and after another 45 mins i got through to have the guy cut me off whilst explaining my problems.So i emailed nelley and asked him to please help- i havent heard a thing back and i have tried twice.I sent wesley at scan an email and he said he would look into it and that was 4 days ago.

I am disgusted with this lack of regard for their customers - i would not have posted this if i had gotten a reply but it seems once the cash transaction happens scan arnt bothered about the problems with their product( I SINCERELY HOPE I AM WRONG).I have also been told that scan wont do a drop and pick on my machine which is beyond me as they do them everywhere else and i am only in northern ireland.

A friend of mine was impressed also by the reviews the player got and ordered one himself on friday and i have compared his with mine.His takes 4 secs to boot up a mode 1 mp3 disc mine takes nearly 20 seconds. his is version 1.92 and mine is 1.93 when both should be 2.04.
His does not make any noise whereas mine is very noisy.
And his comes without a large score on the top of the unit.

I am not asking for much here i just want a drop and pick on my machine and a machine from the latest batch with latest firmware surely to god this is not being unreasonable.I hope to be able to post better news concerning this situation.

I only post this because i cant get anywhere with scan and as nelley and wesley seem to reply on this forum.Like i said i believe this is a great product -,mine isnt 100% but i believe the vast majority are.Come on scan show your customers you care and that the rumours are wrong.
do the right thing.

yytrehod_s[at]moc.oohay

Ive got wesley working on now.He will email you the details of the drop
and pick.
nilesh
scan

HMmmmmmmmmmm...................Now tell me again why the bear was removed from the forum......oh yes thats right he told the truth!

Looked back on the old threads............parcel force was mentioned......hold on somthing here about hanging on the telephone line .by blondie...

This item was edited on Tuesday, 16th January 2001, 10:07

"HMmmmmmmmmmm...................Now tell me again why the bear was removed from the forum......oh yes thats right he told the truth!

Looked back on the old threads............parcel force was mentioned......hold on somthing here about hanging on the telephone line .by "

I think you`ll find that Citylink was the afore mentioned courier.
I had trouble with those bunch of idiots, they lost a pair of speakers for about 4 days, once found they could`nt follow a simple set of instructions. You could say they are nothing better than Plankton.

Surely the problem is with Scan here not the carrier.

A simple email to say it had been despatched would have sorted the delivery problem, (and Scan choose to use citylink).

If the box was sealed the scratch wouldn`t have been caused by cold weather - just poor quality control when it was packed.

And citylink aren`t to blame for old fimware or are they? perhaps we can blame the toy story 2 problems on them - did they deliver them to?

Is this a conspiracy?

You realy think these sort of problems would have been sorted a long time ago, I mean all the stick they have took over the months , surely these problems dont take rocket science to solve do they, like answering E-mails to people who are customers and waiting replacments ect.

Get your finger out scan, then you and your customers will all benefit

This item was edited on Tuesday, 16th January 2001, 12:12

Seems like Xeno was the victim of both Scan AND citylink.
I ordered something from HED.co.uk back on 18th Dec., they despatched it 19th and I didn`t get it until 5th JAn!! No one seems to know where it was between those dates. When it arrived the packaging was all beaten up (fortunately the product - a vacuum cleaner - was undamaged). Bad couriers is a real problem with mail order.

Also, if you receive an electrical product that is very cold you should leave it for several hours to settle at room temperature. If yoou operate it cold you could get condensation on the PCB`s and the DVD optics etc. I imagine this could be very harmful to the player.

As to the firmware being old, well I don`t have a scan but I recall seeing a fairly recent post from Nelley saying that v2.04 was the latest but the Jan 5th players may ship with v1.92??

Of course none of the above excuses the problems you had getting an answer from their customer services though.

I am pleased to be able to say that after my posting here and after a couple of emails scan have decided to do to the right thing.They are shipping a new machine to me which should arrive tomorrow(17th jan) or the next day.I am very pleased with this result because i believe the scan is the best quality player for the money.

Even though i have had problems with my player,before and after,updating firmware the picture quality through rgb is incredible and the sound is excellent also.
This machine has taken alot of abuse on this forum -My own opinion is it is a great machine and well worth the cash.

Glad you got it sorted, Xeno.

I had a look at a Scan on Sunday (v1.92 firmware) and I must say that the picture looked excellent. I am puzzled as to the talk of `pixellation` - even looking very close at the screen (2 inches) there was no sign of anything untoward that I could see.
I would still like to know if it is possible to buy a technical test disc that could be put in a player so that its performance could be judged (e.g like a series of test cards, difficult-to-decode scenes etc.). Surely the service agents must use something like this?

I too would like to see some means of testing the machine a diagnotic disk would be very helpful.
On the subject of pixellation -i have never seen a trace of it on my machine,quite the opposite,my dad has a top of the range panasonic player and my scan is every bit as good in the picture department it is also faster when accesing menus etc.

Unfortunatly my problems meant i had no choice but to demand a drop and pick on my machine.All being well, i hope the replacement machine has the same picture quality and none of the glitches my original machine has.