3XS System Support - How We Will Help You

What to do if your system isn’t working?

First of all we’re sorry that your system isn’t working as it should. All Scan 3XS systems undergo a rigorous 24-hour burn test and 88-point QC procedure. However, from time to time components do fail and software errors occur.

If your system is still under warranty please contact our support team via one of the following methods. Alternatively, if your system warranty has already expired, we can arrange for it to be repaired for a small fee.

Scan’s 3XS support team has state of the art equipment and systems to get your system working again as quickly as possible. For example, we are able to remotely login to your system over the Internet using TeamViewer, a safe and secure software package that will not interfere with your data.

Telephone: 0871 472 4756

Email: systemsupport@scan.co.uk

Log a technical support query please here.

Chat live online with our technical support team.

Post a message in our forum.

Our technical support office is open Monday to Friday 9am to 10pm, Saturday 10am to 6pm and Sunday 10am to 4pm.

What we will do to help you:

Our friendly support team will work with you to identify the cause of the fault.

If the fault cannot be resolved over the phone/online then we can remote login to your system using TeamViewer.

If the fault cannot be resolved online then there are three options:
1. If your system is covered by an Onsite Warranty we can send out an engineer to fix the fault. For more information see ‘Onsite Warranty’.
2. If your system is covered by a Collect and Return Warranty we will send a courier to collect your system. We will then examine, fix and return the system to you. For more information see ‘Collect and Return Warranty’.
3. If your system is covered by a Return to Base Warranty we will fix your system, but it is your responsibility to send it to us. For more information see ‘Return to Base Warranty’.

Helping us to help you:

Packaging:
We ask that you retain the original case box and polystyrene as this will protect the case if we need to collect the system by courier, if you have disposed of the packaging and the system needs to come back to Scan we can supply suitable packaging materials for a small fee.

Diagnosis tools:
For convenience we leave some testing software on your system. You may find these useful to help identify the cause of the fault. These applications can be found in the Start Menu and as a desktop shortcut labelled as ‘3XS Support Tools’.

In addition, you may the following utilities useful:
Memory testing - Memtest – www.memtest.org
CPU / Overclock Stability testing - Aida64 - www.aida64.com
Graphics card testing - 3DMark – www.futuremark.com

Software issues:
Sometimes software installed after a system has been received can cause instabilities and crashes. Typically these issues can be resolved without requiring a visit from an onsite engineer or returning the system to Scan.

If Acronis True Image was purchased with the system this can be used to restore your system to factory defaults. Alternatively you can reinstall a fresh copy of Windows. If you’re not comfortable with these simple procedures our friendly support team can talk you the process.

Maintaining your PC:
All PCs generate heat which has to removed from the case by fans. These fans can get clogged up by dust over time, so it’s a good idea to have a look inside your PC once a year to ensure that dust isn’t building up too much.

You can clean the inside of your PC using compressed air, available from Scan. Alternatively, for a small fee we can clean your PC for you.

Maintaining a water-cooled PC:
Pre-filled water-cooling systems such as the Corsair H80 and H100 require no special maintenance beyond keeping them free from excess dust. However, custom water-cooled PCs do require some extra annual maintenance.

Firstly, due to evaporation of the water, the system will be need to topped off once the water level drops more than ½ an inch from top of the reservoir. Do not use tap water to top off your system – you must use the same brand and colour of water that was originally supplied with your system.

Secondly, it’s a good idea to flush the water from the system every 12 months, replacing it with a fresh batch of water. As part of your systems warranty, we will flush the system for free after 12 months, but unless the system has developed a fault you will need to pay for the carriage to Scan.

3XS Support FAQ:

Onsite Warranty:
If your system is covered by an Onsite Warranty and develops a fault that cannot be fixed remotely or on the phone we can arrange to send out an engineer. This service is only available in the mainland UK and typically takes one to two days to arrange.

Collect and Return Warranty:
If your system is covered by a Collect and Return Warranty and develops a fault that cannot be fixed remotely or on the phone we can arrange to have it collected and returned to Scan for repair. Scan covers the cost of both collecting and returning the system to you.

Return to Base Warranty:
If your system is covered by a Return to Base Warranty and develops a fault that cannot be fixed remotely or on the phone it is your responsibility to return the system to us. Once back at Scan we will fix your system and arrange to return it to you.

LCD screen dead pixel policy:
LCD screens occasionally include some faulty pixels (either constantly bright or dark pixels). Screen manufacturers have adopted a policy of not replacing monitors or LCD screens with under a certain number of faulty pixels (as defined by the manufacturer).

Scan is bound by the individual manufacturer’s faulty pixel policy. This policy is adopted throughout the IT industry, although not widely advertised. The faulty pixel policy is covered by the International ISO standard 13406-2.

We are open and honest about this policy as we hope to keep our customers fully informed about this policy and make them aware that if they receive an LCD screen that develops faulty pixels below the manufacturers stated threshold that we cannot replace it. Some manufacturers may exceed this standard for faulty pixels, please see individual manufacturers for their faulty pixel policy.

What sort of warranty does my system have?

Scan Value System:
From January 2013 onwards are covered by a 2 year warranty. In year 1 the warranty is Collect and Return, so we cover all parts, labour and carriage to and from Scan. In year 2 the warranty is Return to Base, so we cover parts and labour only.

Scan 3XS desktop PCs, workstations and servers:
From December 2013 onwards are covered by a 3 year warranty. Year 1 is an Onsite Warranty that covers parts, labour and an onsite engineer visit or carriage if the system has to be returned to Scan for repair. Years 2 and 3 of the warranty are Return to Base, so we cover parts and labour only.

Scan 3XS laptops:
All Scan 3XS laptops have a 2 year warranty. In year 1 the warranty is Collect and Return, so we cover all parts, labour and carriage to and from Scan. In year 2 the warranty is Return to Base, so we cover all parts except the screen and labour only.