(RESOLVED)Scan, Im sorry to say, you have just kept a long time loyal customer

[AlexHaden]

Hi Scan,

Im resorting to messaging in the forums, as my last two emails have either been missed or ignored. I have been a loyal customer since the days of rummaging around in a box in a back room at scan for R1 DVD's when they first came out. I bought my original creative labs decoder card and DVD drive back in the day of Little Lever. Never had an issue, i loved, cherished and told everyone i knew to buy from scan and no where else.

Until now that is.

A good few weeks back, i purchased my 3xs bundle, but was plaugued with BSOD's. 23 in the space of a day - all pointing towards memory corruption. I followed the 3xs code and spent around 2 weeks of trouble shooting to see if there was anything that it could be other than hardware. Despite everything it continued, so i had no choice but to RMA. I supplied all the BSOD dumps and Memtest errors that i had taken a picture of.

You tested them and despite not even being aware of the detailed letter i placed with the RMA explaining the issues, came back as NFF, so i spent another £250 to buy a new PSU and GFX card to rule out those as the issue, as they were the only legacy components left in the build. They were less than 18 months old, but no problem i thought. I arrived to collect the RMA to try again.

Imagine my amazement when the RMA came out just put in its motherboard box, no antistatic protection, no bubble wrap, no nothing whatso-ever. Then to make matters even worse, the RMA counter chap picked up the MOBO and placed it on the counter, again taking no anti static precautions whatso-ever. He scanned the box and passed the empty box back to me and wandered off. Leaving me looking bewildered.

So, i get the stuff home, rebuild the PC, instantly BSOD's galore - all again pointing towards memory corruption. I contacted you again and you agreed to replace the RAM this time. I got the ram home and at stock speeds, fixed all of the issues. The pc runs stable as i would want. So loaded the 3xs overclock settings and again BSOD's galore. So i have dropped back down to Stock and its running fine. Prime 95'd and Rthdrible'd it for 3 days and its stable as a stable thing being stable. Just not at the overclock - it just doesnt work.

Not wanting to go through the dismantle, return to sacn, NFF palava again, i emailed with a suggestion.

I would accept the pc at stock speeds, but in recognition of the fact of my repeated trips, the fact you missed my letter and problems on the original RMA, and then the fact that the packing was less than satisfactory on collection, i asked if you would consdier refunding the difefrence between the 3xs overclocked build and the components. It was only £30 or so, but would have been a nice gesture i thought.

I also said that if you decided to say "no", then i wouldnt persue a full RMA against the overclocked build, as a PC at stock stable was more important to me.

I got no reply, nothing, not even a "No" - that hurt, after all i had done as part of your 3xs "ethos" you ignored my email.

I tried again, still no reply.

Its been almost a week now, and nothing, not even a "no" which, i would have accepted and been happy with. The fact that you chose to ignore me completely is what has caused me to post.

Scan pride itself on its customer service, but the bigger you get the less you seem to care.

I know one customer wont matter to you, same as a small refund doesnt matter to me, but its the support, the aftercare, the 3xs ethos that you advocate. How can you then just ignore a customer?

Component prices around are much of a muchness these days, its always been the thought that sacn is customer focussed more than anyone else that brought me back.

Seems that was in vain.

Goodbye scan, it was nice while it lasted, bring back the days of the small shop in little lever, where you went out of your way to help, and cared about the customer.

[r_j_k_p]

subscribed to the thread!

[Disturbedguy]

Far easier and quicker to complain, then praise.

[AlexHaden]

Hi disturbedguy,

Not sure I understand what you are trying to say.
If you read the thread, you will see I did indeed praise scan, years of faultless service, I don't deny

I'll always give praise where it's due.

What would you do? Accept bad service? I would guess the majority would rma the whole bundle. I think I have been more than fair and overly patient

[jim]

Far easier and quicker to complain, then praise.

If it's a factual account of what happened, then what more can you ask for?

[razer121]

Sub'd! i want to see the outcome of this.

[AlexHaden]

Hi All,

I just want to say, that for past (counts on fingers....) well probably over the 15 or so years I have been building PC's and have never had anything close to the number of BSOD's on this bit of kit. I guess I must have been very lucky. Each time, i (or the wifey) drove to scan to drop off / collect which is a round trip of about 70 miles. Mad? Possibly.

I have used scan for years and years and years, infact as far back as I can remember, driving to little lever to buy the bits and pieces. One of the best times was when i had just purchased my creative labs MPEG decoder and DVD drive, back when they were first out. Went in as Scan were selling Region one DVD's. Went in, and they had them all in a box "out back" got taken through to the other side ;-) I can remember picking up my first ever american DVD and rushing home to play it.

Scan have always been my choice, and to be honest, even if they had said no to my request, they would have still been my choice of supplier, as i have never had a problem and support has always been second to none.

However, when you spend £1000 on components, ignoring emails is like a kick in the teeth and shouting at you "we have your hard earned cash, we dont care anymore"

Thats what got me annoyed, not the fact the kit broke, or i had to spend £250 more than i needed to, or the bad packaging when i collected the RMA, or even the fact that my original letter detailing the issues was overlooked.

The PC is stable at stock, the offspring is playing on it fine now, and can do his homework without any BSOD. Thats why i happy to accept it. 2.8 stable is far better than 4ghz unstable.

I know this will go right in the "file under bin", but hey whats the internet and forums for? A darn good moan, look back in history to make me feel old, and then move on to playing Two Worlds 2 (which is rather good by the way)

Oh well, off to sleep for me.

[Chris P]

AlexHaden

Please PM me your RMA / Invoice number so we can look into this in the morning.

Best Regards

[wesleyaldred]

AlexHaden

Further to our Telephone call, I hope everything is now to your satisfaction, again sorry for not coming back to you earlier, I was waiting for confirmation everything had been processed before coming back to you.

Wesley

[AlexHaden]

Hi All,

Just to update you while i look for the /looks sheepish emote.

Just taken a call from Wesley, who has let me know that it was all in hand in the background at Scan, they just hadnt told me as it was awaiting authorisation.

Thank you scan for looking at this and updating me first thing this morning. I appreciate it, i really do.

Am i allowed to go back on what i said and come running back into the open waiting arms of Scan? I'll bring some flowers and box of chocolates?

[wesleyaldred]

Hi All,

Just to update you while i look for the /looks sheepish emote.

Just taken a call from Wesley, who has let me know that it was all in hand in the background at Scan, they just hadnt told me as it was awaiting authorisation.

Thank you scan for looking at this and updating me first thing this morning. I appreciate it, i really do.

Am i allowed to go back on what i said and come running back into the open waiting arms of Scan? I'll bring some flowers and box of chocolates?

Of Course, Chocolates = Yum Yum but you can keep hold of the flowers

Wesley

[BobF64]

Just to update you while i look for the /looks sheepish emote.

Frustration + Forums = Free stress relief.

[razer121]

Glad to see it got sorted out just go's to show customer service is top notch with scan

[dangel]

Far easier and quicker to complain, then praise.

...a long lengthy post that took obvious effort to write versus "thanks scan!"? Really?

Glad the OP got sorted regardless.

[AlexHaden]

Yep all sorted.

Im happy - scan came through for me,

Scan's happy as they keep me as a customer

Win Win :-)

Anyway - shouldnt we all be playing COD:Black ops about now?

[dave87]

To the posters who seem determined to have a spat, pack it in or you will all be having an enforced holiday away from here.