Hello,

I sent in a VGA two weeks ago (RMA/order numbers submitted in the "Order number" forum field).

The card arrived on Friday 13th May, and was booked in/tested on the following Monday (16th). I received a NFF email shortly afterwards, asking me to contact the returns department.

I insisted the fault I found (excessive coil whine) was down to the VGA and not my PSU. I was therefore sent a re-test form email, and was told to reply to it ASAP.

I did reply by before 3pm (so well before closing time) with further details of the fault, how it presents etc. Also included two videos of the problem (uploaded to YouTube). Did not get any response, and had to wait until the next day (Tuesday) to call Scan, when I spoke to a returns assistant who told me he would pass on the email to the engineers. I was also told the re-test would be done within 24 hours.

Of course, I received no update, so at the end of the next day (Wednesday 18th) I called again and was told that the email had indeed been forwarded, but that one of the engineers was taking the day off. I was told to again wait another 24 hours.

Suprise, surprise, I was not updated the next day either. So at the end of Thursday 19th, I called once again and was told I would now have to wait until Saturday for a re-test. Further, Scan's phone lines close at 2pm on a Saturday but testing apparently continues until 4pm. So, even if I didn't get the email before Scan's phone lines closed, I would not be able to call as there was still the possibility the card could be tested by 4pm. So either way, I'd have to wait until Monday 23rd May to call.

As expected, no update on Saturday. Or the followig Monday. Or Tuesday. Getting close to two weeks of downtime and over a week of being left in the dark (with me having to hold for ages on the phone line to chase up anything regarding the RMA), I decided to write up a lengthy email complaining about my experience using Scan's online webform. This was submitted late on Tuesday 24th May. OLQ number is OLQ926326.

No response the following day (yesterday). And no response today. So I decided to post here in the hope my messages won't be continuously ignored.

As I mentioned in the more detailed OLQ message, I have been extremely disappointed with this experience.

There are many examples of people having successful RMAs for cards with loud coil whine on EVGA's forums, and this is one of the reasons I went ahead with the RMA.

At the time, I had the choice to directly RMA the card to EVGA, but I thought I'd go straight back to Scan as (laughably) I believed the process would be much quicker. Unfortunately, it also seems to be the case that returning the card to Scan will also be miles more expensive, as I was told I would be charged collection/delivery/testing/re-testing fees.

I made clear in my initial email what the issue was, the subjectivity of my diagnosis of an issue, but the RMA was still approved immediately. So if it is simply the case that the engineer does not find the loud coil whine to be as irritating as I do, I do not find it acceptable at all that I be charged for this whole process. And it is certainly not acceptable to have to put up with something like this on a £200 video card. Almost all of the reference nvidia cards I've used have the issue, but none as loud as this.

And regardless of whether there is a fault or not, it is most certainly totally unacceptable to ignore customers' emails, especially considering they are to request updates after such lengthy delays. These aren't the first instances of my emails being ignored by Scan either. Each time I was told (after complaining here) the issue would be looked into, but of course, it never is solved.

In the rare instances I used these forums for support, I was often told by Scan reps that submitting an OLQ via Scan's site would be easier and faster.

I sincerely hope that this issue will be resolved as soon as possible, and look forward to a Scan rep getting back to me on the issue.

Best Regards,

Odai.