RMA Issues

[{SAS}TB]

Re-posted from the other forum, as requested:

The short story / facts are:

I bought 2 GTX 460s -1 for me and one for my cousin, both installed, both are great
Just over a year down the line Cousin's card fails to post / wont pass BIOS
Card is tried (and fails) in 2 PCs - same PCs boot fine with an alternative card
Scan issue an RMA number and the card is returned
Scan confirm the card is faulty, but no longer stock the card and its with Gigabyte for refund / replacement
almost a month later, despite several queries as to what is going on, nothing until were told the card is in for replacement with GB as Scan no longer stock this model - great
Card is returned, the SAME card, the one found faulty, by Scan and GB have allegedly "repaired" the faulty card
Card doesn't post, EXACTLY the same issue as before, call Scan
ANOTHER RMA issued
Return the card
Scan now can't find an issue with the card and it allegedly boots and runs fine
I get the "computer says no" attitude and "it works on our PC", therefore the warranty doesn't apply as the warranty is the card, not the card in your PC - great CS Scan
I ask how many PCs they have tested it in - 1 -despite 2 here not getting past post / boot up that is enough for Scan to wash their hands of the whole episode apparently
Very arrogant chap i spoke to tried to feed me the usual line, but agrees to try it, and send me video proof (his offer) of it working on all 5 Scan test rigs and the GB repair sheet (again his offer)
Several days later, nothing, so chase it up
Scan now say there was never a fault with the card and they don't have any way of taking video evidence and don't have a report from GB as there wasn't a problem with the card - completely contradicting their earlier emails on the original RMA and their offer of "proof" of the card being OK
Something isn't right here - I have emails confirming the card is not working from Scan and GB are going to replace the card then its fine and it hasn't happened - Nothing to see here, move along
Scan now refuse to move on the matter and have changed their story completely from "yes, sorry its knackered, lets get it replaced" to "oh, no, all is fine" - what a shower of .....
Is this how Scan treat their customers?
Is this their idea of "Customer Service" if so they are sadly deluded, I have over the many years of PC building and using had to RMA a number of items , for a number of reasons, with a number of re / e tailers and directly with suppliers and manufacturers and this is by far the worst experience to date
Im hoping someone from Scan reads this and can investigate before I have to take this further and obtain more consumer and legal advise as they are constantly changing their stance and, yet again, trying to fob us off despite previous admissions of a faulty card and promise of a refund / replacement

Come on Scan, restore some faith?

Original Invoice: 0001752905
First RMA Number:*251226
Return Invoice Number: 01864780
Second RMA Number:*252918

[{SAS}TB]

Can someone from Scan even ackowledge this has been seen as is being looked at ?

[wesleyaldred]

[SAS}TB

Here's everything Gigabyte sent us, regarding its return to them:

From: Sent: 22 September 2011 13:57
To: Subject: RE: <REMOVED>

Dear <REMOVED>,

Item was tested twice and found to be fault free after 15 hours on continuous loop testing.

Details below. We advise fault may not lie with VGA and cables and monitor should be checked.

Regards

Returns Dept (REMOVED)

Top of Form
RMA SN Product ID RMA No Cust_Name Repaired Date Reason Error Key_Part Key_Part_Desc Engineer Engineer Name Remark by Tester/Engineer last code
Removed 5VN460OGI-00-10F1 UKA-1180164 SCAN COMPUTERS INT. LTD. 2011/09/02 N01 TESTED OK P06 NO BOOT/NO DISPLAY 0 5VN460OGI-00-10F1 GV-N460OC-1GI 1.0F1 PCI-E 957015 ???(R182) TEST OK Y
Removed 5VN460OGI-00-10F1 UKA-1180164 SCAN COMPUTERS INT. LTD. 2011/09/02 N02 Tested Ok 0 5VN460OGI-00-10F1 GV-N460OC-1GI 1.0F1 PCI-E UKA002 Ringo FURMARK & 3D STABILITY TEST AFTER 15 HOURS ITEM WAS NORMAL Y

[wesleyaldred]

+ Our Technicians comments on the current return:

Booted straight to windows, ran Heaven benchmark. Please note the card previously returned also booted into windows so there may be some other issue with the customers components

[{SAS}TB]

Then why was I advised that both Scan and Gigabyte HAD found fault with the card?

I was also advised that fault had been found and due to you no longer stocking the model it was with Gigabyte for REPLACEMENT or REFUND?

The fact of the matter is it will not work on two PC here where as the PCs run fine with alternate GPUs.

There IS an issue with the card, it worked fine until the recent(ish) episode where it will not boot past BIOS.

Scan's staff have (written and verbally) confirmed they DID find fault with the card - when it booted into windows it would fail under load.

It will not even boot to windows here, on two pcs. The PCs boot fine with alternate GPUs.

Scan's staff admitted they have only tested the card once, on one rig, since return from Gigabyte, Scan's staff offered to re-test the card on all 5 test rigs and provide video evidence of this. I am still awaiting proof of this.

It very much sounds like an intermitent fault, which we all know are, by their very nature, hard to replicate, but the simple fact of the matter is a card that ran fine here for circa a year no longer even boots. There IS an issue with the card, as your own staff have previsouly admitted.

The card, in its current state, is of no use to me as it will not work and I would therefore like, as I understand I am legally entitled, for it to be replaced or be refunded.

Please can you advise at to Scan's response to this request

Many thanks

[wesleyaldred]

We have already explained to you the answer to the first question:

"The paperwork we get shows items repaired as there is no other option on their system. "

Unless a fault can be replicated, which is doesnt seem it can be, there is no further action we can take.

I can arrange for the card to be returned to yourself, but I cannot arrange a test on 5 systems, this is simply not practical nor do we have camcorders so we cannot video the setup.

You can always liase directly with Gigabyte on the matter if you wish.

[{SAS}TB]

Your second post was made before the above reply.

So if the card booted into windows but failed under load with Scan (as you have admitted) and Gigabyte say they found no issue on both returns (and I honestly don't believe its been to Gigabyte twice as i think its physically impossible in the time scales) who is wrong?

Im claiming a fault with the card
Scan found a fault with the card
Gigabyte twice (?) haven't !?

Something is wrong somewhere is it not ?

[{SAS}TB]

The offer of test on 5 machines and video evidence was offered by Scan's staff - I accepted this offer - your now saying this isn't available - well theres a surprise.

As above, I understand legally I am entitled to a replacement or refund.

[wesleyaldred]

The offer of test on 5 machines and video evidence was offered by Scan's staff - I accepted this offer - your now saying this isn't available - well theres a surprise.

As above, I understand legally I am entitled to a replacement or refund.

No we cannot test on 5 test systems this is not practical.

you are only entitled to a repair or replacement if the item is faulty, which currently both the people who make the card and our Technicians say it is not.

[{SAS}TB]

Again, this was offered, by a Scan employee.

You have found fault (it failed under load) Gigabyte did not and you allegedy now can't either, but their has been no "repair" to the card?

By its very definition and process outlined above their is a fault, youve admitted this, but now can't replicate this.

As for leagal entitlement, I shall be taking further advise on the matter

[{SAS}TB]

I would like the direct contact details and reference / report number at the department who dealt with this at Gigabyte please so we can corroborate your statement; to be honest the amount of u-turns and contradictions from Scan is atrocious.

Any further comment from Scan on their position regarding this matter?

[wesleyaldred]

I will PM you the full email, so you can reply directly with reference numbers still included.

Wesley

[{SAS}TB]

Thank you, and for the record, can you please confirm Scan's position / stance on the RMA, given my comment that

Im claiming a fault with the card
Scan found a fault with the card (it failed when put under load)
Gigabyte twice (?) haven't, allegedly, found a fault
No repairs have been undertaken on the card

Yet you are still claiming there are no grounds for a replacement, despite you admitting and confirming in writing that you did find fault with the card?

[wesleyaldred]

Thank You, I cannot give a final position / stance on the RMA at the moment, because I am still trying to get this resolved for you and am awaiting the results of a re-test here @ Scan from our Technicians.

[{SAS}TB]

Thank you - I await your findings

[wesleyaldred]

SAS

We have re-tested the card now on the same test bench as the original return and with the exact same test software we did originally and the card has been running since yesterday evening with no issues.

Throughout all of this your fault report has always been no display from the card, we have always had a display from the card at everypoint, Gigabyte spent 15 hours testing the card and found no fault, we have now spent a further approx 18 hours testing the card and again cannot replicate any fault of any kind.

We have to conclude now that the card currently contains no fault and concur with the manufacturers of the card.

Wesley