Extreme peeved with RMA

[mosherben]

I made an RMA on a faulty Hitichi hard drive recently, and the outcome was apparently there was no fault found. I want to reply to their diagnosis as I am fairly certain that it is indeed faulty but I cannot see anyway to do so.

A run through of my debugging which caused me to diagnose the fault:
New build: AMD Athlon II 2.8 GHz CPU, Asus mATX motherboard, 2 X 1GB Corsair XMS DDR3 1333MHz RAM, onboard graphics card, 550 Watt Corsair PSU

Existing build: Intel Core2Duo 1.8 CPU (no overclocked), Gigabyte ATX motherboard, 4 X 1GB Corsair XMS2 DDR2 800MHz RAM, Geforce 7800GT, 600 Watt Seasonic PSU, 2 X SATA2 hard drives

1) Originally, I connected all of the parts for the new build inside the case, which I then turned on. The fan spun for one second and then stopped. The motherboard indicator light turned yellow when I flicked the switch on the back of the PSU.

Action: Take the parts out of the case, and put onto cardboard to eliminate the possiblity of a short between the motherboard and the case.

2) Connected all the parts up again, outside the case on the cardboard. Same symptoms as before.

Action: Disconnect all of the parts, apart from the CPU, 1 stick of RAM and motherboard

3) CPU, 1 stick of RAM and motherboard connected. It powered on fine, CPU fan was spinning and I saw the BIOS on the screen

Action: Add the other stick of RAM.

4) Same as 3, but with the extra stick of RAM. Same result as well, so the system is fine regarding the basic components.

5) Connect the hard drive. There were no jumpers supplied, nor was there any directions on the hard drive about jumper information to set the drive to Master/Slave. This therefore means I can just plug in the hard drive. The system did not turn on, the symptom of the fan spinning for 1 second and stopping occured.

Action: Test the hard drive on my existing system

6) Plugged in hard drive to my existing build using spare SATA port. Turned it on, and because the hard drive was outside the case, I saw 2 fluffs of smoke come from two chips near the SATA power connector. I powered the system down using the switch outside the PSU. At this point, I thought that my system was fried.

Action: Take out a hard drive out of my existing build to test whether prehaps the SATA cable was damaged.

7) New build, with existing system's hard drive. Turned it on and it's fine.

Action: Take out the existing hard drive from the new system and replace it with the new drive

8) Same results as 5


End Result: I feel I have a duff drive, and I ended up having to go to purchase a new hard drive from a retail shop as this new build is for my OH's uncle whom we will be visiting tomorow and the weekend. I would have happliy raised an RMA for a different drive of simular value, but because of time constraints I couldn't do so, and so went for a refund instead. The replacement drive worked fine when I first plugged it in, Windows Vista is installed, all the drivers installed and it's working fine. It's all been packed up ready to give to him.

Additionally, I googled problems about the hard drive. I wish I did this beforehand, but pretty much it seems Hitichi are useless for hard drives. Have a look yourself, http://www.newegg.com/Product/Produc...82E16822145241

Very disappointed with this outcome, when I know otherwise, and the link I posted above shows I wasn't the only person with problems about this drive. Even the model number matches up in the RMA details: 0A38005. I have long been a customer of Scan since I built the existing system I tested this drive on, back in 2007 and used them to buy parts for my sister's computer, and also for my OH's uncle. I hope Scan do take this seriously, as they are not only well-recieved on this forums, but have also gained recognition in the goods and services they provide to their customers.

In short, I'd like a response from Scan for 1) The steps I took to diagnose the drive, where they may point out any faults they spot for the diagnosis 2) Their response to this RMA complaint.

[mosherben]

Bump.

Someone from Scan must have read this, as this thread has been moved. It was in the 3XS Systems sub forum before.

I am still awaiting a response to those questions I put forward in the original post.

[DavidM]

I'll advise the returns team of this tomorrow - and ask if they can check into it further.

The query could have been moved by a Hexus moderator, not one of ours.

[mosherben]

David, I was wondering if there was an update on this since it's been 3 days since you made that post.

As I already mentioned in the diagnosis, I am certain the hard drive was faulty so I sent it back. Since this was the case, I made sure it was fully covered in bubblewrap I had leftover from the other parts I ordered for the new build.

[Mark@SCAN]

Hi,

We have tested the drive with the following outcome, the notes below are taken from the staff member who booked in and tested your returned drive:

"Powered on fine, detected without issue. Passed full DFT."

However after reading your post in full I will request the returned drive is refunded for you regardless despite us being able to diagnose any problem with the drive.

Regards

[mosherben]

Many thanks for getting back to me quickly Mark

Could you let me know whether the request has gone through or not?

[mosherben]

Scan,
could someone advise me on the status of the refund? I got the email saying the RMA was completed on 2th February. I paid for the order by paypal but nothing is showing in my paypal account. What's happening/when can I expect to see the refund in paypal?

[Mark@SCAN]

PM Sent

[wesleyaldred]

mosherben,

I can confirm that transaction via paypal also have to pass through our merchant services and as such a refund is not instant, it can still take a few days. We received this RMA on the 27th Jan, we advised via automated email on the 2nd Feb that the credit had been processed and at the bottom of this email is the note:

***Please be aware this update is not a confirmation of your replacement goods being shipped from Scan Computers, or the refund having been sent to your card issuer.

and it goes on to say:

A refund will follow automatically via our Accounts Department.

Hope this helps explain the situation.

[mosherben]

Thanks Scan, I got the refund today. It came literally 5 minutes before Wesley posted