Scan RMA

[littlepuppi]

Got this response from Scan today.....

"There are three components missing from the PCB (one of them is tucked in behind a Capacitor, so I dunno how that got damaged) one component is hanging off and there are two bad scratches that have cut the tracks. "

Now I said to them I never had this item working, I dont know what the problem is but its not caused by me....... Scan then went on to say that

"Hi, physical damage is not covered under warranty, as the board is physically damaged and you have not reported any damage to the board within a reasonable time frame then we cannot replace the board."

Now this is not my reading of distance selling rules

"3.68 If goods develop a fault within the first six months of being sold,
the law presumes that the fault was there when you sold the goods "

To put peeps in the picture I have probably bough between 5 and 10k's worth of stuff from scan over th past 12 months... So its not like i buy 1 thing a year and break it, I have had one other RMA for a clicky disk..... I am serisouly peed off with this as I didnt rush to RMA this as I was doing other projects / had already bought another board for this build so as not to mess around, its only just over 1 month old!!!

What sort of company is this? Why can a product not be faulty from the off, I never had this board working... I am really surprised you are being so obsitnate over a 60 quid board....

I will take this to small claims if you dont refund and I dont see that you have a leg to stand on..

[Flash477]

Now this is not my reading of distance selling rules

"3.68 If goods develop a fault within the first six months of being sold,
the law presumes that the fault was there when you sold the goods "

I've highlighted the important word for you there - developing a fault is when something goes wrong - bits knocked off and a cut in the board are not a developing fault.

How long did you leave it until you reported the problem? Was there damage on delivery that you failed to report?

[littlepuppi]

Just over a month, I build 1 - 3 systems a month so just replaced the part with another, and thought ill raise RMA when I get a spare minute...

A 60 quid baord to me isnt here or there, some months ill spend almost 2k with scan...

I knew there was a fualt with the board, personally i didnt see any physical damage but normally i use DFI but am switching away due to the fact that they look like they are stopping consumer baords.

I just cant believe they are being so pinikity about this.....

[Chris P]

littlepuppi

Please can you post / PM the invoice or RMA number this query relates to so we can reply in more detail.

Best Regards

[littlepuppi]

This is the RMA number

I am penning warning letters to custom PC and PCPRO as we speak... As im really unhappy about your stance on this..

<RMA REMOVED>

[Disturbedguy]

This is the RMA number

I am penning warning letters to custom PC and PCPRO as we speak... As im really unhappy about your stance on this..

<RMA REMOVED>

To be fair, SCAN are right to do so.

1) It took you a month to report the damage. Takes two minutes to take a picture and post something/ raise something
2) The amount you spend doesn't make a difference to be honest. Just because you spend a lot doesnt mean you should get preferntial treatment.

Sorry to post in here guys, but some people really need to be told.

[littlepuppi]

My point is its not like im focused on one thing at a time, Im a busy person and was in no great rush to resolve this as i didnt think it would be a big issue.

[spoon_]

I am penning warning letters to custom PC and PCPRO as we speak... As im really unhappy about your stance on this..

Who you're trying to impress by posting this? Threatening people won't take you far...

What Scan should do? Run scarred and RMA your board?

Absurd.

[Flash477]

My point is its not like im focused on one thing at a time, im often working on several projects therefore having 1 problem isnt a show stopper or something i need to rush to resolve......

I'm sorry, then that's your fault - if you can't spare 5 mins to check a delivery or 10mins to report the problem, then you have to accept the loss.

[littlepuppi]

I couldnt tell there was ANY physical damage on the board......

[Chris P]

littlepuppi

I am penning warning letters to custom PC and PCPRO as we speak

This would be your decision, our decision cannot not be based on this fact nor does this influence our decision(s).

Invoice Date: 07/05/2010
Initial contact: 04/06/2010

We have confirmed the board came in from the manufacturer and was sent out to you directly.

In your post here you confirmed " I never had this item working ", in your initial contact you confirmed that " My motherboard as part of this order has just stopped working... It stopped booting into windows saying their was a device no longer functioning, it now wont even power on.......I have tested CPU and memory in another board and they work fine....Please could you send me an RMA number.

As no physical damage was reported within a reasonable time frame we can then only assume that the goods reached you in good condition and that the damage was caused when you were in possession of the goods. The damage to the board has been deemed to be installation damage, there is a large scratch going over a number of tracks on the board as well as 3 damaged components as pictured below.



Had Scansure remained the board could have been replaced under the installation damage insurance.

At this stage as confirmed your RMA requested as a fault has been rejected due to the physical damage to the board, we will however contact Gigabyte directly to confirm if they will process an RMA for you.

Best Regards

[littlepuppi]

Yes I had numerous phases of the board working but nothing 100%, it booted into windows with "device" errors, then by then end it wouldnt boot in at all......

I have installed loads of motherboards and this installation never felt right.....

As I said earlier due to te high number of boards and parts i handled I just put it to one side and got on with something else till I was less busy...

As per your photo and the super high zoom level, Im not surprised I couldnt see anything, are you really saying you are certain I caused that and it could not have shipped like that?!!!

I mean its hardly "massive damage" I really really think you are taking the pee and I will have second thoughs about ordering anything off you again.. that type of damage could easily happen in transit..

I never though doing an RMA with you guys would be such hard work....

[littlepuppi]

I'm sorry, then that's your fault - if you can't spare 5 mins to check a delivery or 10mins to report the problem, then you have to accept the loss.

Have you seen the picture...

Sorry i didnt run a microscope over the motherboard..

[littlepuppi]

To be fair, SCAN are right to do so.

1) It took you a month to report the damage. Takes two minutes to take a picture and post something/ raise something
2) The amount you spend doesn't make a difference to be honest. Just because you spend a lot doesnt mean you should get preferntial treatment.

Sorry to post in here guys, but some people really need to be told.

I jus think this is bad customer service...

I have ordered around 100 items from scan over the last 12 months, 1 item returned successfully (clicking hard disk) and this...

That would hardly suggest I return loads of item or am un pro at installing them......

If it was me i would look at the big picture and think lets just refund this its not really a pricey item and its not worth the hassle, we get a lot of business from this source we wouldnt like to jepordise....

Instead I get what I think is a rally unfair "rejection"

When you trturn something any they find a microscopic scratch and refuse to refund you on that basis see if you feel the same..

[Chris P]

littlepuppi

Even when clicking the picture ( once - not at the full zoom level ) the damage can clearly still be seen, to the naked eye it's even easier to see the damage caused tp the board. I sympathise with your situation but the fact remains physical damage needs to be reported within a reasonable period of time, ( precisely to rule out / in and DIT possibility), it was not.

Three Capacitors are physically missing and there is a large scratch going over a number of tracks on the board, we and the manufacturer's deem this to be physical damage the severity of the damage is not in question, simply there is physical damage, which was not reported within a reasonable amount of time.

If you believe this happened during transit please forward photo's of the damage caused to the outer packaging and or to the motherboard box itself.

Best Regards

[Disturbedguy]

I jus think this is bad customer service...

I have ordered around 100 items from scan over the last 12 months, 1 item returned successfully (clicking hard disk) and this...

That would hardly suggest I return loads of item or am un pro at installing them......

If it was me i would look at the big picture and think lets just refund this its not really a pricey item and its not worth the hassle, we get a lot of business from this source we wouldnt like to jepordise....

Instead I get what I think is a rally unfair "rejection"

When you trturn something any they find a microscopic scratch and refuse to refund you on that basis see if you feel the same..

Rubbish. Utter rubbish.

Just because you have built many PC's and installed many parts, doesn't mean you can't damage a component/ item. I have built plenty of PC's and damaged an item or two, and I am sure that at some point SCAN staff have.

The image hasn't been zoomed in on that much to be honest and with the damage to the motherboard, the two seemingly dead components, the PC wouldn't have booted. I had a damaged motherboard where one component went, only a small one, but it stopped the PC booting, so to have damage over a number of tracks and then two damaged components and then to claim it stil;l booted is absurd.

To be honest, whether you have bought 100 items or 1000 items over the last 12 months, SCAN have procedures and policies in place that they can and will stick to. It isnt really poor customer service in my opinion.

You expect SCAN to refund you for an item that to me, it looks as if you have managed during install, shouldnt happen in my opinion.

How cold that board have been damaged in transit? There are generally no lose parts beneath the anti static bag the motherboard comes in and all items are generally sat above the board on cardboard which prevents contact.

Maybe next time you will take Scansure out just incase your "pro" PC building skills are called into question?