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.