Scan Customer Service

[Dr Krepz]

I recently made an order with Scan for a load of new parts including a CPU, motherboard, PSU and RAM. After putting my system together, it booted fine and everything seemed perfect. The next day, I restarted the machine and it wouldn't boot. In fact it would only power on for around 2 seconds before powering off again and repeating this pattern indefinitely. After around the 8th reboot, I saw a small puff of smoke appear from somewhere on the motherboard. At this point I decided to RMA.

Since returning the goods, I've read a lot of horror stories about the RMA service from Scan. However, it is often the case that people only make posts when something has gone wrong. When it goes right, they have no need to. I will post the results of my dealings with Scan in this thread - hopefully it will end up as some good publicity

Yesterday, I was contacted and informed that NO FAULT was found! This seems to me to be completely impossible. However I have told Scan that if there is no fault, I would still like to return my goods for a refund anyway, as I've read that problems like this are common with current gen Gigabyte boards and I would like to go with an ASUS instead.

Wish me luck. lol

[Dr Krepz]

I've just got off the phone with the returns dept and been told that RMA orders are currently taking up to 10 days to process. When I initially sent in the good for RMA, I was told that it would take 3 to 5 days. How has this time frame doubled in the last week?? I am currently losing money while I don't have these parts as I require my computer for work. I've had to email all my clients and tell them that I cannot work until my PC is back up and running again.

Can someone from Scan please clarify some sort of time frame for me? Also, is there any way that I could speak to somebody more closely responsible for the actual testing process? I would like to know how the motherboard (which is undoubtedly faulty, in my mind) was deemed as not faulty? It seems that the testing process was very brief.

Thanks.

[wesleyaldred]

Thank you for the posts, the thread has been moved to the After Sales Support section, please reply with your RMA number and I will look into this further for you.

[Spank]

Sounds like it could be a PSU problem, how are you so certain that its the MOBO & not the PSU?

[Dr Krepz]

Thank you for the posts, the thread has been moved to the After Sales Support section, please reply with your RMA number and I will look into this further for you.

Sure - my RMA number is 260454. I would really appreciate anything you can do to help!! I am essentially sitting around waiting for my equipment every day until I can start work again, and I'm supposed to be working on the final project for my Digital Media degree as well as work for clients so this is really stressing me out a lot.

Sounds like it could be a PSU problem, how are you so certain that its the MOBO & not the PSU?

Apparently this is a common problem with current gen gigabyte boards. I've had the exact same symptoms as a lot of other people. a quick google search for "gigabyte smoking" or "gigabyte boot loop" should explain why I am so sure its a motherboard problem.

just in case, i have asked to be refunded for the PSU as well.

[wesleyaldred]

Dr Krepz,

I can confirm that all items have been tested and are in full working order, the motherboard has been examined and shows no sign of any damage at all.

I can as a gesture of goodwill I can arrange for a refund of the motherboard, however, before this was authorised you would need to send back the IO Shield you have not returned.

The remaining components will be returned to you by courier.

Wesley

[Dr Krepz]

thank you so much, i really appreciate it! i didnt realise until you mentioned it that the IO shield was still in my case. i will send it asap. what details should i include with the package and where should i address it to?

on a side note, i did ask for a refund for the psu (unrelated to fault issues), as i would like to replace it with a modular one. could you please advise me as to whether this is possible? if not, it's ok - i will probably sell it on and buy a different one but a refund would save me a lot of hassle and it is in perfect condition.

thanks again.

[Dr Krepz]

also, i'd just like to say that if this all goes through ok, i will leave positive reviews for the scan customer service dept wherever i can! after all i read, i really wasn't expecting this to be dealt with so promptly and i am really grateful!

[Dr Krepz]

As I didn't get a reply from you (I assume you finished work), I put the IO shield in the post on next day delivery, sent to the same address as the one my order was returned to originally. I included my RMA number and a description of the package contents. Hopefully you will receive this tomorrow and can process the return of my other components then, as I would love to have them back by Friday.

I hope to hear back from you tomorrow regarding receipt of the IO shield and maybe my refund for the PSU. Thanks again.

Emil

[wesleyaldred]

Dr Krepz,

Apologies for not coming back to you earlier, I was absent due to illness yesterday, I can confirm the IO Shield has been received and as such I have requested the RMA proceed as agreed.

Wesley

[Dr Krepz]

No problem, glad you're feeling better.

Any word on the PSU? Also could you give me an ETA for the parts to be sent back to me? I'd reeeally appreciate it if I could have them by tomorrow or Saturday.

Thanks again for sorting all this out for me. Lifesaver!

[wesleyaldred]

Dr Krepz,

No problem I'm looking into it for you and will come back to you shortly.

Wesley

[Dr Krepz]

great, thanks.

[wesleyaldred]

Dr Krepz,

I can confirm a full refund on all the returned goods has been processed, so you are able to purchase as new all the required components.

Wesley

[Dr Krepz]

That's amazing, thank you!!

Just to clarify, I'm being refunded for EVERYTHING? Just want to double check before I go and spend hundreds of pounds!

Cheers

[wesleyaldred]

Dr Krepz

Yes, everything that was returned.

Go ahead and order you new items.

Wesley