[Resolved] Customer service from Scan in 21 steps

[brownn]

Sorry for posting this here, but Im hoping someone at Scan may finally take notice and stop ignoring my emails!!

I placed an order for a ASUS P5QPL-AM motherboard along with various other items. Upon receiving it didnt boot with both DIMM slots filled. After hours of trying different settings, trying the memory in a PC i built for a relative (fitted with an Asus P5QPL-VM) which booted I turned to the web to find that the board I had ordered had numerous known issues with memory.

I then filled an RMA request and thats where the fun begins...

1. Sun 31/10/10 - Initial Order - Order Number E1530299
2. Tue 02/11/10 - Delivery
3. Tue 02/11/10 - Fault Discovery
4. Wed 03/11/10 - RMA Requested
5. Wed 03/11/10 - RMA Accepted - RMA Number 233234
6. Wed 03/11/10 11:26 - Query 0869885 - Scan: Requesting my details asking to where to ship replacement
7. Wed 03/11/10 11:26 - Query 0869885 - Scan: Requesting my details for courier collection
8. Wed 03/11/10 11:59 - Query 0869885 - Me: asked if I could pay the difference for a different board as I had read numerous issues with this one
9. Wed 03/11/10 12:50 - Query 0869885 - Me: returned my details as requested
10. Wed 03/11/10 13:05 - Query 0869885 - Scan: Wesley "We could process the RMA as a refund, but we cannot exchange to different items."
11. Wed 03/11/10 13:11 - Query 0869885 - Me: (in response to Wesley) confirming I would like this to be processes as a refund and would place order for replacment
12. Wed 03/11/10 13:11 - Query 0869885 - Scan: Wesley "I can confirm I have ammended the RMA to reflect refund required."
13. Thu 04/11/10 05:40 - Query 0869885 - Me: (in response to Wesley) confirming new order number for my replacement and if dpd where collecting the faulty item
14. Thu 04/11/10 09:44 - Query 0869885 - Scan: "Please reply to the collection email and we will arrange the collection, the one you refer to asking you to send back yourself, is just actually giving you the details for the address label."
15. Fri 05/11/10 12:42 - Query 0869885 - Me: Confirmed dpd collection details again (even though already had above at #09) for RMA again as was yet to receive any notification of courier attending
16. Fri 05/11/10 14:19 - Query 0869885 - Scan: Courier Collection Confirmed for Mon 8th Nov 2010
17. Mon 08/11/10 15:12- DPD Collected Parcel
18. Thu 11/11/10 13:13 - RMA Notification - No fault found,
19. Thu 11/11/10 13:40 - Query 0869885 - Me: Requesting what happens now even though I had been told I could have a refund, and that I had ordered another board. Also asked what they had used in the item to get it working - NO REPLY
20. Mon 15/11/10 14:09 - Query 0869885 - Me: Chase up asking what was happening, why no one had answered my query - NO REPLY
21. Tue 16/11/10 13:59 - Query 0869885 - Me: Chase up yet again asking what was happening, why my emails were being ignored. Quoted the Sale of Goods Act 1979 and Consumer Protection (Distance Selling) Regulations 2000 - NO REPLY

I am now at my wits end. Ive never had a problem with Scan before, delivery has been prompt, excellent product choice, but then I've never had to return anything before now.

Its very unfortunate as my home server is due for upgrade next year and I had started to build some specs with the majority of components quoted from Scan with the cost aproaching the £1k mark, and I will now be thinking twice before just handing my cash over to Scan and be taking a chance with some other online retailers

[jim]

If they find it as not faulty, you're a bit stuffed at the end of the day.

Try this link if you haven't already: http://web6.scan.co.uk/aspnet/Suppor...sTracking.aspx

It might give you some info about what they found during the testing process.

I would get on the phone to Scan, see if you can convince them to do a full test - assuming you bought all your stuff from them. Ask if they'll test your board, RAM, PSU, so on and work out exactly which bit is at fault. They don't always do it, heck knows what the criteria are, but if they can it at least eliminates all doubt and saves you from having to pay the extortionate nff fee.

[brownn]

I bought the memory from Crucial as I always have, and used their memory configurator by choosing the manufacturer and model so the memory was guarenteed to be compatible. The board wouldnt boot with both DIMMS filled but either dimm in the second slot and the board would boot, plus it worked in another board so the memory was ruled out.

I'm annoyed because I was told it would be processed as a refund (and under the Sale of Goods Act 1979 and Consumer Protection (Distance Selling) Regulations 2000 I am entitled to this). I knew I should of held off before ordering a replacement board but I thought everything would be fine seen as though I had it in black and white from Scan that my return was being processed as a refund.

The whole experience has left an extremley bitter taste in my mouth unfortuantly

Nick

[jim]

You're not really entitled. You could have cancelled under DSR within 7 days, but that's no longer an option - been and passed. Under the SOGA you're only entitled if it's faulty, and Scan are saying that it isn't, so that's an interesting scenario.

I'm not saying that the memory is faulty, but it doesn't have to be the motherboard. Have you eliminated the CPU, graphics, and PSU as possible causes of the problem as well?

[brownn]

You're not really entitled. You could have cancelled under DSR within 7 days, but that's no longer an option - been and passed. Under the SOGA you're only entitled if it's faulty, and Scan are saying that it isn't, so that's an interesting scenario.

I'm not saying that the memory is faulty, but it doesn't have to be the motherboard. Have you eliminated the CPU, graphics, and PSU as possible causes of the problem as well?

Hi

I was using the onboard graphics (as this was a budget system for my sister and her children for christmas) so thats ruled out, the CPU is now running perfectly fine in another board (Dual Core E5500) and the PSU again is powering the replacement board without any issue.

While your right in that I should of quoted the DSR earlier, the order was placed on the Sunday and by Wednesday the fault was reported and agreed to be processed as a refund by Scan, which hasnt happened. Under SOGA it states if the product was fit for purpose - as I did a process of elimination (as stated above) I can easily say the product was not fit for purpose. I have asked Scan to provide me with the type of memory they managed to get the board to POST with, but as yet with every other email - Im awaiting reply.

Cheers
Nick

[malfunction]

So it wouldn't boot with both DIMMs in but would boot with either DIMM in slot 2? What about either DIMM in slot 1? It could be a dead slot (or even just a bad contact)...

Or it could be a compatibility issue of sorts - if it boots with one stick you may find that you need to up the voltage and / or decrease the timings (or just flash to a later BIOS image that uses the correct settings for the RAM). Could also be dodgy RAM but something that's showing up a lot easier on the new motherboard than on the other one you used to test it with (if I'm reading this correctly)... Only thing I would ask Scan is if they tested it with both slots filled or only one.

Would also help if you could say what you bought - maybe someone else here has a similar setup.

[brownn]

I purchased from Scan:

Asus P5QPL-AM Motherboard
Intel E5500 Dual Core CPU
1 x Western Digital 320gb Caviar Blue

From Crucial:
CT2KIT12864AA800 2GB kit (1GBx2), 240-pin DIMM Upgrade for a ASUS P5QPL-AM System

And what I had from an existing system:
1 x Pioneer DVD-RW (cant remember which version but it was sufficient)
1 x Corsair 430W CX PSU 4x SATA 1x PCI-E

The board I actually tested the memory was an older Asus board that is now discontinued (Asus P5QPL-VM EPU) but it worked.

I tried:

• Different voltage settings
• Different timings
• cleaning the dimm sockets with compressed air
• removing and re-seating the motherboard

None of that made a difference. I even posted for help at the Asus forums but no one could help. I was at this from 4pm until the early hours of the morning, plus an hour or two the next day making me late for work (thank god for flexi time).

Ive been building systems for friends and family for over 10 years so wouldnt say that Im an amateur at doing this. Before ordering I checked the memory and CPU against the manufacturers compatibility list (I always do this to eliminate the hassle and stress of dealing with RMAs such as this one).

I exhausted every option before resorting to RMA'ing this board, it was my last option.

Ive asked Scan what memory they allegedly got it to post with, but like my other emails - it remains unanswered.

Thanks for all your replies, really appreciate your help

Cheers
Nick

[wesleyaldred]

brownn

I have emailed you through our internal system, this morning.

Wesley

[brownn]

Thanks for your help Wesley, received my email confirming the refund has been processed.

Thanks
Nick