RMA status - constant problems 1 month after the initial order

[bijomaru]

Here's a timeline of the case so far.

• 26th Feb - Item ordered
• 27th Feb - Picked and Dispatched
• 28th Feb - Delivery expected but DPD driver drives past me and then I guess finishes his shift. Contacted Scan at Twitter, got email from Amanda that the delivery will be re-scheduled.
• 3rd March - Item delivered
• 4th to 6th March - Makes electrical buzzing noise so I sent you 3 messages through your website - NO RESPONSE
• 7th March - I've emailed the person assisting me with the DPD delay at Scan (Amanda)
• 8th March - RMA 329270 Authorised
• 10th March - Replied and Collection arranged for 11th March
• 11th March - Collection made
• 13th March - Replacement authorised and sent
• 17th March - Received replacement
• 18th March - tested
• 19th March - Notified of fault, very loud noise from the PSU - RMA 330104 Authorised
• 21st March - Collection Made by DPD
• 27th March - no update from Scan, checked tracking on DPD website, is says it was delivered on 24th. Note on Scan says website still says that it's awaiting the item. Sent an complaint through website with the timeline and the following message:
  At this point I would like to request full refund including postage costs. I've been shopping with Scan on many occasions throighout the years, and I actually recommended you to my colleagues. The way this case has been handled is terrible. It's now a month since I parted with my money, and I still do not have a working part, I am not being kept up to date.
  I was at least hoping for some sort of response due to how this case has been dragging through no fault of mine. Instead, I just got a vague response from the automated system that item was found faulty, awaiting replacement credit.
• 1st April - RMA completed, probably replacement as it's not specified, Completely disregarding my comments about the refund

So at this point I have no idea what I am getting. I feel ignored, and I still do not have the item I've paid for over a month ago. I've been a customer for a long time and has recommended Scan to my friends as I usually had a great service from you. On this occasion I was failed by the DPD, Scan and the manufacturer, which probably does not help how I feel about this whole experience.

I'm just hoping the item arrives soon and it is up to standards one would expect.

I'm happy to provide RMAs, I just wasn't sure if I should post them publicly here.

Any response would be welcome.

[Mark@SCAN]

bijomaru,

Firstly please accept our apologies for any inconvenience caused as a result of the faulty goods supplied and the delay in processing your return.

I can see that a replacement has been dispatched today for delivery tomorrow.

You can track delivery of the replacement using the following link and entering your replacement invoice number: 02175603 and your delivery postcode.

Regards

[bijomaru]

Thanks Mark

Hopefully the parcel will arrive today and there will be no issues with the PSU when I test it tonight.

[bijomaru]

Ok the part has arrived. Sadly it suffers from the same fault as the initial part I had ordered. Electrical buzzing noise under load, which I presume must be a coil whine.

Recording available, but I cannot paste links

I've requested a collection and a full refund. This is really poor (and the psu faults are not Scan's fault) but I've been going through this for over a month now.

Not satisfied at all

My RAM request query number: OLQ1287407

[Mick@SCAN]

bijomaru,

I am sorry to hear about the problems you are having, returns details have been sent across to you as requested.

Kind regards,

[bijomaru]

Hi

It is being collected today. Is there a chance it can be tested urgently when it arrives, and can we try one more replacement? I've read nothing but good reviews about this PSU so hopefully I will finally get lucky and get a good one. I guess I was unlucky with some faulty batch so far.

Any chance item can be tested before shipping for any fan or electrical noise under load?

Also, on RMA approved, can I upgrade to Dark Power Pro model (P10) and pay the difference? I guess last chance for BeQuiet to redeem itself.

[Mark@SCAN]

Hi,

I have put a note on your RMA so that I am notified as soon as your PSU has been booked in/tested and confirmed to be faulty.

I will then contact you with regards to replacement/upgrade/refund etc.

Regards

[Mark@SCAN]

I have been notified that your PSU has now been tested and confirmed faulty, I just tried to call you on your mobile to discuss options but there was no answer.

Please get in contact at your earliest convenience.

Regards

[bijomaru]

Can you please try again today? I was driving for most part of the last few days so was unable to pick up the call.

Thanks

[Mark@SCAN]

Further to our call today I can confirm that I have made a request for the replacement to be tested for the same problem prior to dispatch.

Regards

[bijomaru]

Hi. Any news on the replacement?

Thanks

[Mark@SCAN]

Hi,

The replacement has been requested to be tested prior to shipping, as such this will cause a slight delay.

I have chased this with the testing team for you today.

Regards

[bijomaru]

Mark

It's now been 2 weeks since you've 'made a request for the replacement to be tested for the same problem prior to dispatch'. You've chased this with the testing team on 15th. 2 weeks to test a power supply for a customer that had 3 failed ones before and has been waiting for a working part for over a month?

Also, it's now been 2 months since I've ordered the part.

At this point you should see why I am furious how this is being handled. In general I feel as if Scan was happy to take my money, but not very keen on providing a working part.

Unless the part is tested and dispatched before the end of this week, please cancel the order and issue a full refund to my bank account.

[Mark@SCAN]

bijomaru,

My sincere apologies for the delay, there is no reasonable excuse as to why this has not been tested already and dispatched.

I have e-mailed the testing manager to ensure this is done for you today.

Regards

[bijomaru]

So all I got on Thursday was this:

We can confirm your returned goods have now been fully processed and replacements issued / refund authorised.

As far as I know this has been approved a long time ago, so really a pointless update. No news on actual replacement being sent or a refund.

I can't really think of what's next. I'm tired of literally begging for an update or a progress. Escalating this seems pointless since there's no real transparency as to who is who, so maybe leaving a detailed review on your MD's LinkedIn profile would help you improve your service. Seems like a nasty thing to do, but I am just fed up.

Any chance of someone actually taking ownership of this case, making sure it's tested today (it takes 15 minutes to unpack a PSU, plug it in, Power up, have a listen, check voltages and pack it up) and posted today?

[bijomaru]

Also, can you please change the status of this thread from 'Resolved' ... It is far from being resolved and it's offensive as well as misleading.