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Thread: RMA or Technical Support?

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    RMA or Technical Support?

    Hi Everyone,

    I built a computer with all new components bought from scan in July this year, after the build was complete the system run without noticeable problems for 1-2 months. Now it has started rebooting randomly, this happens without any intervention of the OS and it happens in two different OS (Windows 7 and OSX). It happens with or without load. It even happens before login.

    It all points to a hardware failure and no test have returned any issues or errors so I suspect it's either the motherboard, PSU (or it could be Memory or CPU). In any case all the components are from scan and fairly new.

    I have a couple of questions.

    - This morning I went to the scan website and raised a technical question asking for help. How long should it take for scan to come back to me? Since I am seeing a delay in dealing with RMAs would it be better to raise an RMA directly? So RMA or technical support?

    - Since I am not sure which component is faulty and all of the components are from scan and in warranty, how does the process work for an RMA? Do I send the whole computer to scan and they work-out the faulty component and replace it?


    Many thanks!
    Emilio

  2. #2
    SUMMONER
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    Re: RMA or Technical Support?

    Because you bought parts, not a whole PC, you should only send individual part back for repair/replacement.

    PSU and RAM should be your prime suspects. Also random reboots does usually mean it is the PSU that is duff, I would still suggest running MemTest86+ and may be try a PSU from another computer.

    Keep in mind that Scan can charge you both postage and a testing fee, if the part works for them.

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    Re: RMA or Technical Support?

    Thanks, I will try the MemTest86+ tonight. I have 4 sticks so I can also try to run with one and see if it makes a difference.

    Unfortunately I don't have another PSU handy :-( Are there any other ways to work out if the PSU is faulty?

    It was a b**ch to get it in to the case since it is a silent CPU with a silicon dampening thing.

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    Re: RMA or Technical Support?

    memtest86 run for the whole night without any errors.

    I am now thinking the issue is going to be with either the GFX card or the PSU failing when it gets to a certain power level. My rationale is that id did not not fail when it was running the whole night on the text resolution. After I restarted into windows this morning I run a CPU (lintest) test for 30 minutes and stayed up. Then I run a mix test and it rebooted in 5 minutes. It could have been a coincidence but...

    So PSU or GPU are suspects...

    Not sure if that makes sense... Any suggestion appreciated?


    BTW: I am still waiting on any reply from scan on my request for technical support, I will wait a bit more and then raise an RMA. Is scan usually very slow getting back to customers? I didn't even get an email acknowledging the query. It seems very different to the slick, always keeping you in the loop, quick buying process. I am a bit disappointed.

    Update: After posting this message I had a reply from scan. They suggested running memtest, so I replied I already had...
    Last edited by emilio; 25-10-2011 at 11:31 AM.

  5. #5
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    Re: RMA or Technical Support?

    Can you borrow a "demanding" video card from friend?

    If not then it is time to get in touch with Scan returns department. Call them to discuss sending off both part and potential charges.

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    Re: RMA or Technical Support?

    I unfortunately none of my friends are much into computers so no.

    Scan asked me if I could try with another psu (which I can't either) so probably you're right and the best would be to return both components.

    Tonight I'll try running with the motherboard/i7 graphics see if it crashes then, if it crashes then I guess I could rule out the GFx and would most likely point to PSU.

    Or maybe scan come up with some great test.

    For reference, system parts List:

    Mobo: GigaByte GA-Z68MX-UD2H-B3
    CPU: Intel Core i7 2600K
    GPU: 1GB XFX HD6870 BLACK Ed. 2xFAN
    DISK: 128 Crucial M4 SSD
    PSU: 600W CM Silent Pro M RS600AMBAD3
    Case: Silverstone Fortress FT03B Case
    Memory: 16GB 4x4GB CMZ8GX3M2A1600C9B
    PSU: 600W CM Silent Pro M RS600AMBAD3
    DVD: AD-7690H Optiarc 8x Slimline Black Bare Slot SATA


    And PSU calculations

    http://tinypic.com/r/qntjdj/7

    http://tinypic.com/r/r72el1/7


    Thanks!

  7. #7
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    Re: RMA or Technical Support?

    My bet is on the PSU being dodgy.

    If the video card was faulty you are more likely to end up with a frozen display or odd pixels on the screen than random reboots.

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    Re: RMA or Technical Support?

    UPDATE:

    I sent the PSU to Scan on Monday and they replied last night that no fault was found.

    I am now sending the rest of the components to them (GPU, Motherboard, CPU and memory) so they can test it all together.

    It is going to be a pain to take everything off, put in their box and send it.

    I must say I was quite sure it was a PSU problem. Scan is sure that the PSU is fine. When I asked scan how they test it they say they check it boots. Then I told them that the problem sometimes doesn't occur for 1 hour, then he expanded and said they test for 5 hours on full load. That sound like a good test.

    I hope I can get a resolution soon, getting a bit nervous every time he told me they'll charge me if no fault is found. The reality is I have an expensive computer that doesn't work, so there's a fault some where.

    Wouldn't things be so much easier if computer parts never developed faults.

  9. #9
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    Re: RMA or Technical Support?

    Oh dear, hope this gets resolved quickly.

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    Thumbs down Re: RMA or Technical Support? RMA Number: 255777

    They received the items at 11.59 today and got the infamous "No Fault Found" at 15.07. Just over 3 hours test including assembly.

    I called them and I must say I am very disappointed with the communication:

    - The scan person kept telling me if I wanted the items back or if they should be disposed off, what sort of thing is this to tell to a customer? We are talking about hundreds of pounds worth of latest components only three months old. Why would I want to dispose of them? Why ask that?

    - The testing could only have been done through 3 hours, which in my opinion isn't enough to rule out a problem. He mentioned it has been tested and I asked for the test details so that it can help me continue trying to resolve it. I requested an email with those details but I suspect will have to chase for this.

    - The first thing they did was reset the BIOS which now leaves me thinking maybe some setting I had (no overclocking) causes the malfunction. That would still be a fault.

    - I had to provide my credit card to pay for 2 collections, testing and sending back or the items will be disposed! Almost £70 but since they cannot take payment it will be done Monday or Tuesday.

    - Why are collections charged at £15+VAT when it clearly doesn't cost them that much. I understand scan is a business but to be honest customer services shouldn't try to run a profit making operation. All big retailers amazon, ebuyer offer better deals.

    I would like scan to do a more through test and ensure that "No Fault Found" means there's no fault, not just they didn't find it. After asking a few times they offered a retest for an extra £5 but this didn't sound like anything more thorough, I chose to get the items back.

    If anyone from scan wants to look at this problem in more detail it would be appreciated. As it stands I don't feel scan has offered good customer service.

    RMA Number: 255777

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    Re: RMA or Technical Support?

    RMA 255777 Anyone from Scan can you please look at this problem? I can't PM you but this has not been tested thoroughly enough.

    Thanks.

  12. #12
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      • CPU:
      • i5 4670k @ 4.7 Ghz
      • Memory:
      • 16GB Corsair Vengeance LP 1600
      • Storage:
      • 120GB Samsung 840 / 2TB Seagate SATA III ST2000DM001 / 120GB Vertex Plus
      • Graphics card(s):
      • 8GB MSI 290X
      • PSU:
      • Enermax Modular Infiniti 650Watt
      • Case:
      • Fractal Design ARC MIDI R2 Tower Case
      • Operating System:
      • Windows 10
      • Monitor(s):
      • Iiyama ProLite G2773HS-2
      • Internet:
      • Virgin Media 200Mb

    Re: RMA or Technical Support?

    emilio,

    I am sorry to hear that you are unhappy with the testing carried out. Having reviewed the query I do personally believe that the tests our engineers carried out are sufficient for the original fault report you provided Scan.

    The returned power supply was tested on an i7 system powering two hard drives and a GTX 570 under full load for 4 hours, at no point did the system reboot.

    Once we received the rest of your components the following tests were carried out:

    Connected all of the components together and loaded BIOS defaults. Set RAM to XMP Profile, Installed Win764Bit, Installed latest chipset drivers and ATI drivers. System has been running MSI Kombustor all afternoon (approx 4 hours now) GPU is at 100% load. Temperatures are fine and voltages are fine on the PSU.

    The system was then left under full load for the entire weekend, still running fine as of 9am Monday.
    Please be aware that the charges you have quoted were agreed by yourself prior to the RMA being raised.

    Kind regards,

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    Re: RMA or Technical Support?

    Hi Mike,

    First let me thank you for getting back to me.

    The information you just provided me is different to the information I had from the person I spoke with initially. What I knew on Thursday was that the system (all together) had been tested for about 3 hours and found not faulty. I enquired about performing further testing and was told that was not a possibility.

    I would have liked the person I spoke to to offer the testing you mention in your message. If that's what happened then I would have been happy with that. It is unfortunate the returns person did not have this information. There's no excuse however for the way I was treated, being told if I wanted to have the components disposed off. I was treated as a problem not a customer. Thankfully you are being more helpful.

    I received the components today and with the data you have given me, I feel more positive that it might well be a problem in my setup. Let's hope for that.

    One thing you mention in the notes is "Set RAM to XMP Profile" I did not do that in my setup.Can you provide me instruction in how to do that?

    Before I sent the motherboard and CPU back I spoke to the the returns person in Scan and asked about the compound between the CPU and the heat sink. He told me I could wipe that off and that the will send some back if they return it. I ended up sending it together as I found it easier. In any case I got it back separately but there's no compound in the box to assemble it again. I expected the components in a state that they can be put togther, that is not the case now. Can you arrange for scan to send the compound so that I can assemble the PC again. Can you arrange this?

    Thanks,
    Emilio.

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    Moderator Mick@SCAN's Avatar
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      • Motherboard:
      • Gigabyte GA-Z87X-OC
      • CPU:
      • i5 4670k @ 4.7 Ghz
      • Memory:
      • 16GB Corsair Vengeance LP 1600
      • Storage:
      • 120GB Samsung 840 / 2TB Seagate SATA III ST2000DM001 / 120GB Vertex Plus
      • Graphics card(s):
      • 8GB MSI 290X
      • PSU:
      • Enermax Modular Infiniti 650Watt
      • Case:
      • Fractal Design ARC MIDI R2 Tower Case
      • Operating System:
      • Windows 10
      • Monitor(s):
      • Iiyama ProLite G2773HS-2
      • Internet:
      • Virgin Media 200Mb

    Re: RMA or Technical Support?

    emilio,

    I am not sure why the returns person you spoke to did not have access to the above information, it was certainly made clear on the RMA itself, I can only apologise for the lack of information given at the time of the call.

    As for being told that your components would be disposed of, I am not sure why he would have suggested this as it is not something we have ever done, I have passed this information to the returns manager who will investigate this appropriately.

    In the mean time I will send out a spare tube of thermal compound.

    Kind regards,

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    Re: RMA or Technical Support?

    Hi Mick,

    Thanks for that.

    Can you find out how to "Set RAM to XMP Profile" as per notes in your mail?

    I would like to retest in the same conditions as your team has and take it from there.

    Best regards,
    Emilio.

  16. #16
    Moderator Mick@SCAN's Avatar
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    • Mick@SCAN's system
      • Motherboard:
      • Gigabyte GA-Z87X-OC
      • CPU:
      • i5 4670k @ 4.7 Ghz
      • Memory:
      • 16GB Corsair Vengeance LP 1600
      • Storage:
      • 120GB Samsung 840 / 2TB Seagate SATA III ST2000DM001 / 120GB Vertex Plus
      • Graphics card(s):
      • 8GB MSI 290X
      • PSU:
      • Enermax Modular Infiniti 650Watt
      • Case:
      • Fractal Design ARC MIDI R2 Tower Case
      • Operating System:
      • Windows 10
      • Monitor(s):
      • Iiyama ProLite G2773HS-2
      • Internet:
      • Virgin Media 200Mb

    Re: RMA or Technical Support?

    Quote Originally Posted by emilio View Post
    Hi Mick,

    Thanks for that.

    Can you find out how to "Set RAM to XMP Profile" as per notes in your mail?

    I would like to retest in the same conditions as your team has and take it from there.

    Best regards,
    Emilio.
    emilio,

    You should be able to activate the XMP profile within your motherboards bios, simply go to the MB Intelligent Tweaker(M.I.T.) menu and select Advanced Memory Settings, from this menu you should be able to activate the XMP memory profile which will select the correct memory frequency, timings and voltage. Please refer to page 40 and 41 in your motherboard manual for more information.

    Kind regards,

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