RMA resolution time

[haku]

RMA 232133. I was wondering if anybody knew how long on average the RMA process takes. I understand that there is a 3 day backlog to get from item received to the RMA system but I was trying to find out how long in total it will take to get a replacement/refund. I had a faulty mobo sabertooth x58 collected by DPD on 19/10/10. It has been signed for but I haven't received any communication from scan to confirm that they have received it. is this normal? RMA status is in "authorised" state at the moment. I was hoping it would be in "item received" state.

Am I being too optimistic to hope that scan will be able to resolve the RMA by early next week, tuesday/wednesday ?

[haku]

Still in authorised state. Hasn't moved. Can anybody confirm that they have received the item? and also, how do I request for a refund?

RMA number 232133
Date issued 15/10/2010
Authorised by markr
Delivery Type N/A
Status Requested
Current stage Authorised
Items received
Items tested
Awaiting replacement / credit
Credit authorisation
Completed
Rejected
At Suppliers
Scansure
Credit / replacement Credit

[andmar]

Same here, still only authorised (albeit product returned a day after), I'm guessing the slight problem with changing your mind between replacement to refund is that you're going to have to get your rma recognised as received and tested before that would happen, i.e. the proverbially six and two threes

I'm more intrigued to know what has caused this backlog? People I know who have used scan before claim their returns process is usually very speedy!

[Mark@SCAN]

haku,

I can confirm your goods were delivered back to us on 20/10 and signed for @ 12:56. As you are aware we have a slight backlog which is causing a delay in booking in your returned item.

I can confirm your RMA is already marked down for a refund and subject to it being tested and confirmed to be faulty a refund will be processed.

Please allow 3-5 working days for the process to complete.

Many thanks for your understanding.

Regards

[haku]

haku,

I can confirm your goods were delivered back to us on 20/10 and signed for @ 12:56. As you are aware we have a slight backlog which is causing a delay in booking in your returned item.

I can confirm your RMA is already marked down for a refund and subject to it being tested and confirmed to be faulty a refund will be processed.

Please allow 3-5 working days for the process to complete.

Many thanks for your understanding.

Regards

Thanks. I was just a bit worried because I didn't receive any emails to confirm that it was received. Since, you've just confirmed that it has been received, I'll wait.

[haku]

my status has updated and it says no fault found. scan diagnosis says " Powers and displays fine".
what's the next step, is it going for a more thorough inspection ? surely powering up the board and getting the display doesn't qualify as the only fault finding test for a mobo.

This is what RMA says at the moment:
Status
Current stage Awaiting replacement / credit
Received Current stage
Received by aundre
Received date 27/10/2010
Tested Current stage
Tested by aundre
Fault found No
Customer fault report
Scan diagnosis Powers and displays fine

[Mark@SCAN]

Hi,

I have checked and confirmed that memory has been installed into slots 2,4,6 the board POSTS without a problem.

The fault reported was that memory slot #2 was faulty. At the time the RMA was issued it was advised that due to the type of board that really 3 sticks of memory are required for correct operation (you were using only 2)

Regards

[peggm01]

Who knows, if they dont find a fault they will recharge you to send you it back as well, but I couldnt say if they will do further tests or not.

[Mark@SCAN]

Hi,

I have checked and confirmed that memory has been installed into slots 2,4,6 the board POSTS without a problem.

The fault reported was that memory slot #2 was faulty. At the time the RMA was issued it was advised that due to the type of board that really 3 sticks of memory are required for correct operation (you were using only 2)

Regards

I should add to this that in addition to testing with all 3 sticks we also tested in a 2 stick configuration as per your fault description and found no problem. It has been pointed out to me by the member of staff testing your board that with only 2 sticks installed the memory must be installed in the slots furthest to the right 5 & 6 (counting away from the CPU) I would suggest if you had memory in slot #2 this was the cause of your problem?

[haku]

let me explain.
It will POST fine. the problem was, it will not detect the memory in slot 2 when slot 2 and 4 was populated with dual channel memory. ASUS manual says that if you use dual channel memory you need to populate slot A1 B1(slot 2,4). I populated the slots as mentioned in the manual with 2x2G dual channel memory sticks and only half of the memory capacity was detected. if i used 4,6 then it was fine.I am fine with using slot 4,6 but I might want to use slot 2 in the future.

[haku]

can somebody please give me an update on the RMA?

[Mark@SCAN]

Hi,

I have checked again with our testing manager who has confirmed that 3 sticks were installed into slots A1,B1,C1 the board detecting all 6GB of memory and also 4GB of memory was installed into slots A1,B1 again detecting all 4GB of memory.

I can confirm that the board has been returned for a refund and as we are happy the board is not at fault a full refund will be processed back to the card used to pay for the goods due to the short length of time you had the goods prior to return.

Regards

[haku]

Hi,

I have checked again with our testing manager who has confirmed that 3 sticks were installed into slots A1,B1,C1 the board detecting all 6GB of memory and also 4GB of memory was installed into slots A1,B1 again detecting all 4GB of memory.

I can confirm that the board has been returned for a refund and as we are happy the board is not at fault a full refund will be processed back to the card used to pay for the goods due to the short length of time you had the goods prior to return.

Regards

brilliant. Thanks.

FYI:
I have got a replacement board from another retailer and that didn't have any issues that I was seeing. It recognized all of my memory in slots 2,4. Same memory same cpu ..etc. I used 2x2G CMX4GX3M2A1600C9 XMP kit for testing.

The other issue on that board was that the back panel audio didn't work for me. I couldn't get any sound out of the spkr ports. I had windows 7 x64 installed. I didn't care about it too much because I have dedicated sound card.

I thought it was improper grounding at first.However, I did reseat the motherboard on rubber washers and removed the metal io plate to prevent any shorts but that didn't help either. It is very strange that you couldn't reproduce my issue. It is a shame but I am happy to get a refund.

Thanks for your help.

[Mossy]

Glad there is a happy resolution for you, I hope you shop at Scan again.

Regards

[haku]

thanks Paul. I have been shopping with scan since 2008 and I hope to do so in the future. However, I have never experienced the return process at scan and TBH I am not liking the experience. It definitely needs improvements like "faster resolution time and keeping the customer updated more proactively". My RMA hasn't been resolved completely and it has taken 12-15 days already. I will be a more cautious on buying critical hardware with scan from now on but I expect to keep shopping with scan.

BTW can you give me a rough estimate on when I can expect my refund?

Thanks