RMA Problem

[RoEy]

Hi all,

My first post on here and it's not for good reasons I'm afraid. Had my water up and running since last June and it's been superb. I then re-did my loop roughly 5 weeks ago as I wanted to change the water and do a few upgrades to case (tj07 - murdermod top grill etc...).

All was well until yesterday when I turned my PC on and heard a very odd noise coming from the pump/res. I quickly removed the side panel and saw water at the bottom of my pump. It's been seeping out the side of the res join just above the screws:

Tried to Post a pic but can't until I have 5 posts

Absolutely gutted. Made a perfect job and got PC running how I want it. Temps have been good and it's all been running fine.

I've emailed scan to ask for a replacement but I'm not sure I want the same pump/res for fear of it happening again. Maybe I should go for a separate pump and res.

Has anyone else had any leaks on these pumps/res?

Can anyone recommend a pump?

Many thanks,

RoEy

[RoEy]

Well just to update people:

Scan confirmed that the res was leaking and have deemed it faulty. I then get an email saying the pump/res have been discontinued so would I like an alternative, which is fine but for my loop the XSPC/DDC res was perfect.

I'm emailed back saying I can't find a suitable replacement on the Scan website therefore I want a refund. I feel this is fair because scan can't replace what I initially brought.

I have just phoned to see what Scan are doing about it and I was greeted by a snotty woman who told me that I would not be getting a full refund but a market value refund, i.e., hardly anything or they said they would offer to send it back to the manufacturer for repairs (like I want anything that contains water to have repairs, so basically it can leak again), if this is possible anyway.

I think it's an absolute disgrace. I've spent a fortune in the past at scan and I've had to strip my whole system down because of the faulty product they sent me and now they can't replace it they want to parm me off with an alternative replacement.

I have a requested that a manager from scan phones me to discuss further and I'll also be contacting trading standards.



RoEy

[Chris P]

RoEy

Parts purchased need to be returned as parts, otherwise we are required to offer warranty on a fully built system even if the system was built by the customer from parts purchased from SCAN, if warranty is required for a built system a 3XS system would need to be purchased.

If you can provide the RMA number or re-post in the After Sales section we will look into this and respond with more details, hopefully resolving this amicably.

Best Regards

[RoEy]

RoEy

Parts purchased need to be returned as parts, otherwise we are required to offer warranty on a fully built system even if the system was built by the customer from parts purchased from SCAN, if warranty is required for a built system a 3XS system would need to be purchased.

If you can provide the RMA number or re-post in the After Sales section we will look into this and respond with more details, hopefully resolving this amicably.

Best Regards

Sorry to hijack your thread Zain.

Chris, RMA no. *edited*

I'm extremely angry about this. If you had the same product in stock I would ofcourse glady let you send me another but you don't. Other retailers do have it, hence the reason why I need a full refund.

Thanks,

RoEy

[Chris P]

RoEy

Thanks

I am looking into this and speaking to the Suppliers.

Best Regards

[RoEy]

Thank you Chris.

[RoEy]

Any updates Chris?

[Chris P]

The supplier has suggested the next bes replacement's as

LN 32083
LN 32925

It is possible we can still source the complete unit as ordered LN 24385, however there is no expected ETA at the moment, due a stock constraint for the reservoir .

[RoEy]

Hi Chris,

I'm not interested in alternative replacements because as I've stated before it's not suitable for my loop. I need it replacing with the original item - LN 24385. If you can get hold of a date for when you'll get them back in stock that is fine but if not I still stand on the fact that I should have a refund if the item can't be replaced with what I initially brought. I've been without my PC for 2 weeks now and I don't want to wait much longer, especially seeing as I can get hold it else where.

Thanks,

RoEy

[wesleyaldred]

We are trying to obtain a date for stock but it is the reservoir in constraint that is causing the delay, any refund offered would take into account the benefit of use you gained from the product.

Returns Manager

[RoEy]

This is absolutely ludicrous.

"Any refund offered would take into account the benefit of use you gained from the product."

Hardly any benefit seeing as the product is no more than 9 months old and leaked which could have destroy parts of my PC. Now all the hassle of trying to get it replaced, having to strip my PC completely down, buying more fluid, tubing and spending time to rebuild.

I've never heard of any other retailer having a policy like this at all. It's either no refund or a full refund. Simple fact is you can't replace the original item I brought from your website and you can't even give me a date for when you'll get them back in stock. A chap called Paul at XSPC has said they are supplying retailers right now.

I suppose if I were to have credit instead you would give me the full amount back right?

I could have the replacements that's been suggested and have you send them to me and then I'd have the distant selling act in my favour so I could, by law, return the items to you within 14 days for a full refund, regardless if there's a fault with the item or not.

Is this what I really have to do?

I'm trying to keep it simple here. I can not for the life of me begin to comprehend what that difference to yourselves really is. You offer me a replacement which is the same value as the original or you give me a full refund? However you look at you're losing money. In fact, you've lost even more money because I simply won't spend another penny at Scan.

I've just about come to the end and this needs sorting now.

RoEy

[wesleyaldred]

Ok a credit would still take into account a deduction, replacements under warranty would not give you Distance Selling Rights. If Paul @ XSPC has stock then why have they not sent any to us that have been on pre-order with them since early March ?

As you have stated this needs resolving now, I will calculate the refund we will be providing and communicate this to you via the OLQ.

Returns Manager

[wesleyaldred]

Hardly any benefit seeing as the product is no more than 9 months old

Could I also confirm the item was actually 11 months old.....

Wesley

[RoEy]

I'd like a reponse by 3pm today please. If I'm not happy with the refund I'll take the 'Suggested' replacements (LN 32083 + LN 32925) and sort it myself.

Seriously, how you won 'Best RMA & Service award' is beyond me.

RoEy

[RoEy]

Infact, Wesley, I'd like to speak to you in person. You have my mobile details so call me when you get a moment.

I've just about had enough of your attitude and total lack of support.

RoEy

[RoEy]

How dare you remove my post confirming the item was purchased on 28th May and the leak had started early March?

RoEy