Important information
- Customer Complaint:Consumers requesting information or complaint activity on any other location should check your local BBB Review.
Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/06/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
12/22/23- Contacted ******** ******* about defective Unifi AC Mesh Wide-Area In/Out Dual-Band Access Point. ScanSource answered the message via UI Chat -** ** **** usually likes to issue the credit, but it will be after the holidays. 12/27/23- Msg ScanSource via UI Chat -any updates? ScanSource messaged back there was no updates. 1/10/24 - Msg Scan Source via UI Chat -any updates? ScanSource messaged, "Follow up with them now. Please send an address in case I can send a replacement." 1/24/24 - Msg ScanSource via UI Chat if they had an RMA to return unit. ScanSource answered that they have not heard back from **** ****. "We are going to go ahead and send you a replacement. Your request is being processed. Once you case is closed, you will be given an RMA number to reference your return." "Please mail your defective device to Scan Source referencing ************. Once the warehouse has received and processed the unit, a replacement unit can be expected to be shipped with 14 business days." 2/15/24 - Mailed unit back via **** ********* **** ******** 2/20/24- ScanSource signed for the package. 2/22/24- Received an email saying RMA Request was approved. Received a second email that said your replacement has been shipped. 3/13/24- Emailed UI RMA Team to see if there was a tracking for our replacement, we have not received it. 3/15/24 -******** *** responded that the warranty case is being handled by one of their distributions/resell partners. Go to ********** to find who it is. It was ScanScource, Inc. 3/18/24 - I called ScanSource CSR - never received an answer from the message I sent. Spoke to D. W*****, he could see where they received the DOA item, it shows it should have been sent out but has not. Email him the email that showed the item was shipped. I tried to email it but rejected. 3/26/24- Msg ScanSource Chat- update? Melissa said contact UI. Next gave me a ph#. I called ph# - recording gave email. 04/24 -Called Melissa 3x- no return call.
Business Response
Date: 05/17/2024
We are actively looking to resolve this complaint. We are awaiting a response from the supplier mentioned in the complaint. We reached out to them May 6.Customer Answer
Date: 05/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Per message sent on 1-24-2024, you were still waiting on a response from **** ****. You stated that you were going to go ahead with sending me a replacement. You said my request was being processed but failed to ship me my replacement. I would like my replacement sent that you said you would send to me.
Regards,
**** *****Business Response
Date: 05/20/2024
Per the attachment, this order has been shipped. Thank you.Business Response
Date: 05/20/2024
Morning *****
As stated in a voicemail yesterday afternoon, your replacement ******** ***** ******** ******* ****** ***** shipped last night via tracking # ****************** and is schedule for delivery on Tuesday, May 21st.
If you have any questions or if I can help with anything else please let me know.
Thank you!
Customer Answer
Date: 05/30/2024
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I want to personally thank John R******** for following through with updates.
Regards,
**** *****Initial Complaint
Date:03/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a part from ScanSource via my business ***** Kiosk. The order number *********** was confirmed on 11-30.22 and my credit card was charged. The order was not delivered on a timely basis so I cancelled the order and received a credit on my account in late December. ScanSource then sent the part to me around January 10 (despite accepting the cancellation) and cancelled my credit and used it to pay for the part. (Part number was **********). I contacted ScanSource and asked for guidance on how to handle the issue. Amy in customer returns issued a RMA #. She also sent a UPS label to me to use to return the part. I did so immediately. We contacted Lauren in the accounting department and asked her to reverse the charge and put the money back on our card. She said the Return people have not processed a return. We have called and left messges on Amy's phone on multiple occasions to ask for her to call us. We want her to look at the original label she sent us via email and trace the return shipment. We can't get her to communicate with us. We have also sent three different emails to the sales team asking them to send us the serial number on the part. Again no body will reply. We feel if they looked up the serial number they will find that it is already back in their system. We want our money credited back to our account and feel this could be easily cleared up if they would have a conversation with us.Business Response
Date: 03/15/2023
I am happy to report we have resolved the complaint. Thanks, Melissa A******Customer Answer
Date: 03/15/2023
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Their representative did a thorough review of the issue and resolved the problem. They went beyond the original issue and offered an avenue to communicate if anything should arise in the future. I could not be more pleased.
Regards,
*** ********
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