Slow RMA then damaged replacement

[Wig]

Hi all

Where is the top class customer support service?

I originally returned a faulty GTX260 on the 23rd March to be told there was no fault and that it was caused by my system running too hot, I had ask for a retest and fortunately the problem was found.

After several phone calls a replacement eventually arrived today 18th May (nearly 8 weeks later).

On opening the plain brown parcel I found a damaged and dirty GTX260! The backing plate is bent and in turn has bent the corner of the pcb where the dvi socket locates. It is generally dirty and well used. The card which I originally spplied was in the original packaging, in good condition (apart from the fault), well looked after and very clean.

I contacted Customer Services and was told I would have to raise another RMA. I am not entitled to a refund even though the card was within the 2 Year Warranty and was told that it would be replaced with another second hand card that they have in stock for replacement purposes only.

If that is the case why did I have to wait nearly 8 weeks for a replacement that they have in stock and why should I have to accept a second hand card of unknown origin and condition?

To say I am dissapionted is an understatement.

All I want is a new replacement or a refund. Is that too much to ask? I thought that that was what a warranty was for.

So I ask again, where is the top class customer support service?

Wig

[Chris P]

Wig

Please confirm your Invoice Number.

[Wig]

Thanks for the speedy reply.

I/N: 1637228

[rabbid]

Wig, just curious how long had you had your 260 before first returning?

[Wig]

Wig, just curious how long had you had your 260 before first returning?

The card was purchased November 2009.

You're lucky they didn't give you a partial refund and rip you off like I did.

Well as this is still not resolved Im worried that this may still happen.

[Wig]

So the damaged replacement was collected and received by scan on the 23rd of May.
I patiently waited hoping that it may get rushed through a little quicker.

On the 27th I received an email saying I had an something ready to be shipped, even though the RMA tracking showed that it had not yet been received. I didnt think anything of it.

By the 1st of June the the invoice tracking still showed that it had not been despatched and RMA tracking still showed that it had not been received.

So I phoned again to find out what was happening. I was told that the emails were a mistake and it would be looked into and I would get an email asap.

Well, nearly 48 hrs later and still no email and RMA is still showing not received. The invoice number is no longer valid.

Does anybody there know what is going on?
Does anybody care?
Will this ever be resolved?

[blueball]

This is exactly the sort of reason I have stopped using Scan.

[Mark@SCAN]

Hi Please accept our apologies for the confusion with this RMA.

I am currently investigating this with our returns department and will update you with further information as soon as I have it.

Regards

[PowerPie5000]

Your best bet would be to return it to the manufacturer under warranty as they'll most likely send you a brand new one if it can't be repaired. I sent a faulty Radeon 4850 to PowerColor a while ago and they sent me back a brand new Radeon 5850 as they didn't have any other 4850's on hand (and they couldn't repair the damaged one).

Sending out a used item under warranty does seem a bit wrong though.

[UseItNow]

Your best bet would be to return it to the manufacturer under warranty as they'll most likely send you a brand new one if it can't be repaired. I sent a faulty Radeon 4850 to PowerColor a while ago and they sent me back a brand new Radeon 5850 as they didn't have any other 4850's on hand (and they couldn't repair the damaged one).

Sending out a used item under warranty does seem a bit wrong though.

Would you be able to help me with this as I'm looking for Powercolors RMA centre details, have no idea where to start, my HD4850's packed in, still under warranty.

If you could PM me with details I'd appreciate it very much, thank you.