MSI 460GTX hawx Talon Attack RMA

[camalbitboy]

Hi Scan,

I've RMA'd my 2x MSI 460GTX hawx Talon Attack cards due to noisy fans on them. You guys have received them, tested them and found fault and sent them on to MSI yesterday as they aren't available anymore (all very prompt ).

I'm assuming that they will be repaired as I'm sure they must have spare coolers and fans about, but do you know how long it would be untill they are returned? When I called a nice lass said that they would be returned within 28 days, is that correct?

Also if they aren't repaired, and they can't be replaced as they are no longer made, do i get a full refund/credit? I've heard some disturbing runours that I may get only a partial refund despite the fact i have returned them within the warrenty period. could you please confirm that this isn't the case?

Cheers

[camalbitboy]

Hmm bumpity bump.

Been 2 weeks and all I've had is a return call, a week after my question, to say that it could take 28 days or more to resolve, and frankly thats not good enough for a 2 year warrenty.

Its been 2 weeks since Scan has said that you have sent them to MSI so I'd like an update if poss plse, and when I'm likely to have my £300 of graphics cards back.

No offense but my sale and warrenty is through you, and not MSI under british law, so I'm looking for a prompt response and resolution and I'll be speaking to you in the next couple of days.

Cheers
J

[Mossy]

I will chase this for you with Returns straight away.

Regards

[Mark@SCAN]

Hi,

Please accept our apologies for the delay, I will chase this for you with our supplier returns team.

Can you drop me a PM with your RMA/Invoice number?

Thanks

[camalbitboy]

Hi Mark and Paul,

I've sent the invoice and RMA numbers to Mark as requested.

To be honest as I didn't get a response here I took to chasing on the phone (which is a bit annoying) and was pretty much told that you guys had a legal responsibility to return it within 28 days and after that we would discuss a replacement. Not quite the response I was looking for, surely 28 days is the longest it should take and not the target timescale? Very polite and that, but all I was really looking for was confirmation that the cards are in the system and are on the way back. By my calculations 28 days is up at the end of the week.

I also spoke to MSI directly who told me that at the moment their turn around is 3-6 days, they don't repair cards, they just test for a fault and send a replacement straight out. The guy at scan told me that the cards are bundled up at Scan and not sent off straight away (although it does seem mine were sent off pretty promptly) but they are sent to the distributer, and not directly to MSI. So it looks like the delays are for the postage chain.

I'm not very impressed with my £300 gpu's being off for nearly a month when they are only halfway through their warrenty purely because of how long it takes you (and your distributer) to post cards back and forth.

If you could have a look into where they are and when I should be getting them back, that would be very much appreciated.

Cam

[Mossy]

camelbitboy

Although we try to answer the forums as soon as possible we have to concentrate on our internal systems so you may not get as quick a reply on here but there are free ways to contact such as our web forms.

Hopefully your card will be back soon sorry for the delay in the chain.

Best Regards

[camalbitboy]

Any chance of contacting your distributers/MSI and finding out where they are and when I'll be getting them back?

Cam

[Mark@SCAN]

Ygpm

[camalbitboy]

Hi Mark,

Any news from the supplier? You guys first chased them over a week ago now and I've heard nothing back. I assume that you have emailed them, can't you give them a call?

Cam

[Mick@SCAN]

Hi Mark,

Any news from the supplier? You guys first chased them over a week ago now and I've heard nothing back. I assume that you have emailed them, can't you give them a call?

Cam

camalbitboy,

I have spoken to Mark and he has been advised we should have the replacement by the end of this week or very early next week.

Kind regards,

[camalbitboy]

camalbitboy,

I have spoken to Mark and he has been advised we should have the replacement by the end of this week or very early next week.

Kind regards,

Hi Mick, thanx for the update. I hope you mean replacements
There are 2 cards on the way back still I hope

Cam

[camalbitboy]

I have to say I'm really not impressed. I finally get confirmation that scan have the cards back late last week and so I ask for the despatch to me to be delayed till Monday as I'm away Sat to Mon abroad.

Call scan today to be told that they still haven't been sent out.... Come on Scan thats a pretty simple request to follow!!

So I still don't have the cards 32 days after sending them off despite a max 28 day turn around promise (it might have been 31 days if I hadn't asked for a delay over the weekend, so not my fault).

And all this despite MSI confirming that they have a 3-6 day turn around time to RMA cards at the moment as they just test the cards for a fault and then send out a new one. Scan blame the rest of the delay on the time it takes them to post the cards to their suppliers and how long the suppliers take to send them on. So thats 24-26 days in the post....... Thats rubbish, sort it out.

[Mark@SCAN]

Hi,

Firstly please accept our apologies for the delay in getting the goods shipped out for you for delivery today as requested.

I can confirm instructions were made for the goods to be dispatched yesterday however a human error in our dispatch team resulted in the goods not being shipped last night.

With regards to your comments about MSI's 3-6 day turnaround please note this is per item, note that when we return goods back to supplier/manufacturer they are not sent one at a time they are sent in batches of between 20-30 items and are only returned when all are completed not one by one.

I believe you have spoken to Gareth this morning and he has confirmed the goods will be dispatched today for delivery tomorrow, however he noted that you requested delivery after 1pm? DPD only offer delivery slots of pre 10, pre 12 and all day.

Please confirm which option above is most suitable and once again please accept our apologies for any inconvenience caused.

Regards

[camalbitboy]

I'm in meetings tomorrow morning and so can't be at home to accept the delivery till after 1300. Of the options available go for the all day one and hopefully I'll be back in time.

[camalbitboy]

Wow I seem to be having the worst luck at the moment.

Got the 2 replacement cards and they are both faulty

First card has artifacts all over it



and the second card makes a cheeping sound like its got a baby bird stuck in it, and one of the fans doesn't work even after 10 mins of load.


Not Scans fault as these were meant to be new replacement cards from MSI, but I think that they are both 'repaired' faulty cards that others have returned.

Just waiting to hear from Gareth at Scan what the next step is.

[camalbitboy]

Hmm at a bit of an impass now. Scan want me to send back the cards so they can replace them, with no promise of how long or what they will replace them with. No way I'm waiting another month without cards.

I would like to agree their replacements and to send back the old cards on receipt of the new ones as one of the cards i have works well enough to turn the pc on (the card with one dead fan).

I even offered for the cost of the new cards to be billed to my credit card untill they receive the duff cards back so they aren't at risk of being ripped off, but no joy.

I don't think that I'm asking for much considering that i've been without cards now for 5 weeks (so much for the 28 days rma promise).

Awaiting a manager call back to discuss, but I have since received a bunch of emails for a DPD pick up today when we haven't agreed what is happeening yet.

Come on Scan where's this fabled customer service?

Cam