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Thread: GTX 650 RMA - Fee

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    GTX 650 RMA - Fee

    Hi,

    My EVGA GTX 650 graphics card has been running very loud on my system and has been for a few months. I now realise that it should be running quietly after researching on some forums.
    Due to this, I requested an RMA for the graphics card and received this email:

    Mr Luke Gorman,

    Please reply directly to this email:

    Now an RMA number has been raised it is important that once your item(s) have been tested and confirmed faulty that your replacement item(s) are sent to the correct address. At the moment your replacement is going to be shipped to:

    xxx

    If you would like to change this please reply to this e-mail ASAP.

    Please be aware that our current RMA turnaround time is on average 3-5 working days.

    Please reply directly to this email to amend the address if required.

    Michael W
    Scan Computers


    I then paid £8.25 for postage, and the graphics card was received by Scan the next day.
    Today, the graphics card was tested and I have been given this response:

    "Scan diagnosis: Installed in a case, it sounds normal to me, I can't hear it over the front case fan or CPU fan, had to unplug them both to be able to hear the Gfx card. Has been looping Heaven benchmark all night."

    I then emailed Scan back asking what the cause would be as I presumed that it would be my PSU (since it is a cheap one) and they said that the PSU shouldn't affect the GPU fan sound.
    I inquired about them sending me the graphics card back and was given this response:

    Mr Luke Gorman,

    Further to your query, a PSU would not directly affect the fan noise/speed of the graphics card, the PSU itself however can increase its fan speed if it us under heavy load.

    Please contact our returns team on 0871 472 4747 to arrange return of your item, as no fault has been found the card is subject to a testing and returns charge of £20 + VAT.

    Regards,

    Michael W
    Scan Computers


    I was never notified about the cost of a "testing and returns charge" in the first place so I find it absolutely outrageous that Scan expect me to pay a fee which I was never told about, and the fault claims to be non-existent.

    Is there anything that can be done about the situation?

    Regards,
    Luke Gorman

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    Re: GTX 650 RMA - Fee

    I haven't looked at Scan's T&C's for ages, couple of years probably, but I seem to remember a fee in these circumstances, from back then. It's also pretty standard.

    The logic, I guess, is this. If goods are returned that aren't faulty, there is a direct cost incurred for testing them. My bet is that, asuming it is in their T&C's, there's not much you can do about it PROVIDED the csrd is faulty.

    I have had companies claim NFF on occasion when there clearly was a fault. One company (not Scan) told me a noisy (and brand new) HDD was "normal", after "testing". This was taken to them, in person, and while a staff member was telling me he'd tested it, I heard it start up in their test room, about 80 feet away, the other side of a closed door. I told him "there it is, I can hear it from here".

    Now, I'm NOT suggesting Scan would be that deceitful, or incompetent, but it is possible that, for whatever reason, a genuine fault doesn't show up in their test system.

    Ultimately, you can talk to them and try to work out what, if anything, is wrong. In which case, this thread probably won't endear you to them.

    Or, if you maintain the card genuinely is faulty, you can use the Small Claims Court route BUT, first, there will be a fee to pay. Second, if the card is more than 6 months old YOU will have to prove it's faulty. And that will likely involve getting it tested by a 3rd party expert, and you'll probably pay for that, too.

    If you win, you should be reimbursed for fees, testing costs, postage, etc. IF you win.

    But, if the card isn't faulty (*) then I'd say Scan are within their rights to charge for testing, if it's in ther T&C's.



    Note - "faulty" means a problem inherent in the card, at the time of sale, like faulty materials, design or manufacture. It doesn't include user damage by accident or otherwise, lack of compatibility with your machine, damage from another faulty component failing (unless, perhaps, that was supplied by them), etc.

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    Re: GTX 650 RMA - Fee

    Another issue is that a loud card can be quite subjective at times. There are a lot of factors such as the size of the room and ambient noise, the noise output of the case fans they use, etc.

    A card that's too loud for someone might be acceptably loud for someone else.

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    Re: GTX 650 RMA - Fee

    @ijyt The thing is, Scan said that they found no fault and the card couldn't be heard at all, only when the CPU fan was unplugged. If this is true, then the GPU must have a problem related to my system i.e. PSU or motherboard.

    If someone from Scan could show me a section in the T&C's that states that a testing fee is applicable then please do, and link me to it. Otherwise this may need to go further which I'd rather not have to do since I've heard that Scan are a reliable company.

    On another note, yesterday the graphics card had been received by Scan (06/06/2013), but today somebody has changed it when it was tested to 07/06/2013.

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    Re: GTX 650 RMA - Fee

    The terms suggest a £10 charge, not sure where your £20+Vat comes from:
    Quote Originally Posted by T&Cs, 7 June 2013
    Insofar as it may be established that there was no defect in the goods at the point of delivery to you, we reserve the right to charge you £10 as a contribution towards the cost of inspecting and testing the goods.
    http://www.scan.co.uk/terms.aspx

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    Re: GTX 650 RMA - Fee

    Fine, that's £10 which is stated in the Terms and Conditions. So in actual fact I could just come and pick it up personally and pay £10 towards the costs? And also ask to see the graphics card being tested since it makes a ridiculously loud noise when it is under load (i.e. playing a game/bench-marked)?

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    Re: GTX 650 RMA - Fee

    Quote Originally Posted by Luke Gorman View Post
    ....

    If someone from Scan could show me a section in the T&C's that states that a testing fee is applicable then please do, and link me to it. Otherwise this may need to go further which I'd rather not have to do since I've heard that Scan are a reliable company.

    ....
    if you want comments from Scan, you'd probably do better in the Scan forums. It's pot luck if Scan staff see it in here, and I've no idea if they'd respond to this type of issue, here.

    As for the last bit, your call of course, but I'd suggest, personally, that veiled threats are counter-productive at this point, unless you've decided the "talk to them" option I suggested has been exhausted. If I were Scan, that would put my back up. To mangle metaphors (badly), sugar often works better than vinegar, and once you've tasted the vinegar, you cannot unring that bell.

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    Re: GTX 650 RMA - Fee

    Luke Gorman,

    I am sorry to hear about the issues you are having, in this situation our engineer did not believe the card to be excessively noisy so marked the RMA down as no fault found, I believe the card was booked in on the 6th and left on an overnight test to ensure the cooler was operating correctly, at no point did the card produce any loud or unusual sounds when the engineer was present.

    I am happy to take another look at the card to provide a second opinion, but there are a number of factors which can increase GPU temperatures resulting in louder fan noise, I.E poor case ventilation, or an increase in ambient room temperature.

    Just for confirmation, the testing and returns charges can be found under "The Code" section of our terms and conditions:

    "Insofar as it may be established that there was no defect in the goods at the point of delivery to you, we reserve the right to charge you £10 as a contribution towards the cost of inspecting and testing the goods. "

    "Insofar as the age or condition of the goods is such that we are unable to accept their return, we will redeliver the goods to you. You agree to pay to us the reasonable cost of re-delivering the goods to you."

    If you were to arrange collection of the card yourself I can confirm that you would only need to settle the £10 testing charge.

    Kind regards,

  9. Received thanks from:

    Saracen (07-06-2013)

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    Re: GTX 650 RMA - Fee

    Quote Originally Posted by kalniel View Post
    The terms suggest a £10 charge, not sure where your £20+Vat comes from:
    £10 for inspecting and testing. On top of that is "reasonable cost of returning goods to you". Presumably, that's the other £10.


    EDIT Looks like Mick beat me to it.

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    Re: GTX 650 RMA - Fee

    Quote Originally Posted by Luke Gorman View Post
    Fine, that's £10 which is stated in the Terms and Conditions. So in actual fact I could just come and pick it up personally and pay £10 towards the costs? And also ask to see the graphics card being tested since it makes a ridiculously loud noise when it is under load (i.e. playing a game/bench-marked)?
    On taking it back, that's how I read it, yes.

    As for seeing it tested, you can ask. It may not be possible, depending on how Scan do their testing. My bet is it's an employee-only area. But maybe not, so ask. I'm certainly not aware of any obligation on them to agree to that.

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    Re: GTX 650 RMA - Fee

    Thanks for the reply Mick.

    I've sent an email asking if I can come and collect it tomorrow at around 1pm and just pay the £10 (which is understandable by the T&C's). However it still leaves me the problem with the fan, my thoughts are that either the PSU isn't good enough or there is something wrong with the motherboard.

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    Re: GTX 650 RMA - Fee

    Luke Gorman,

    The PSU is not ideal but it should not cause the graphics card fan to throttle at full speed, the PSU itself can throttle if it is under heavy load, are you sure the noise was not coming from the PSU?

    Collecting from the store should be fine, our counter returns team should be able to locate the card and pass this over to you.

    Kind regards,

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    Re: GTX 650 RMA - Fee

    I'm sure that it was the graphics card however I believe that I can trust Scan enough to confirm that there is no fault. If the fault persists then I will try it when I get a better PSU as soon as possible.

    Thank you for sorting the issue out as it's now resolved, and I will pick it up tomorrow afternoon.

    Regards,
    Luke

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    Re: GTX 650 RMA - Fee

    @ Luke Gorman, when you get your card back re install into your system and leave the side of your case open if you still have the same noise at least you will be able to here where its coming from either the psu or the card good luck

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