RMA Rejected

[Cozwin]

Hi guys,

Just got an email saying this rma failed can you tell me why, because I literally opened this, put my ram in and then realized it had no pci-e, it wasn't even used how can It have failed.

This isn't the first time you have failed and RMA for me, and honestly If I get stuck with this motherboard you can kiss good bye to me as a customer, and I have spent quite a lot of money on you as well as recommending you and that can be very easily changed.

Hope you can correct your mistake.

[Mark@SCAN]

Hi,

I have edited the subject to remove your RMA number.

I will look into this and come back to you.

Regards

[Mark@SCAN]

Hi Cozwin,

The reason for the rejection is due to the board being returned physically damaged.

More specifically damage to the CPU socket, I will attach some pictures of the CPU socket on your returned motherboard.

[Cozwin]

I don't understand how I never even put a cpu in, the cap was in place when I returned it, so much of come to me damaged, I literally only put ram in and then noticed it while it was still in the box and I created a thread here asking for RMA.

[Mick@SCAN]

Cozwin,

After reading your post I had a word with the engineer who reported the damaged socket, he advised me that the socket protector was loose and not firmly attached to the CPU socket.

Now having looked closer at the socket and the protector, this board seems to use a bespoke socket protector which fits on the outside of the socket rather than the inside.

It looks like the protector has been placed inside the socket and then the socket clamp has been closed, there are two plastic prongs on the socket protector that are slightly bent out of shape which perfectly line up to the two groups of bent pins inside the socket.

As these prongs are bent, the socket protector will now not clip into place on top of the CPU socket and is very loose.

If this was present upon delivery to yourself, this would have been very obvious when you received the board as the socket protector will fall out of place with the slightest knock or movement.
When checking your board I noticed that the protector had again come loose, the engineer assured me that it was in place when he had re-boxed the motherboard after taking the photos of the socket, all he did was place the board back to its shelf location with the minimal of movement.

In this instance Scan would not be able to offer a refund for your motherboard, we can of course return your item you at no cost.

Kind regards,

[Cozwin]

Okay that's a whole bunch of crap, I never took the cap off and you claim I would of seen the damage, and I literally opened the box, got the sata cables out put my ram in then saw the gpu nothing else, and no cpu went in, and no socket removed, clearly it arrived to me in whatever state your showing or you engineer did the damage.

You have an obligation under sales of good act to prove it wasn't faulty when it arrived to me.

Honestly right now I can promise you if that motherboard comes back to me, you have lost my custom for life and I will inform all my tech buying friends and tech societies at uni of my experience.

[Cozwin]

Also you mention two groups of bent pins match the cap yet your picture clearly shows one set of bent pins so has yourengineer bent more since you took that photo?

[Mick@SCAN]

Cozwin,

I can confirm that at no point Scan have caused any damage to your motherboard, it would make no business sense what so ever to purposely damage a customer’s item.

We have a duty to prove that the item was not faulty within the first six months which we cannot do due to the physical damage. However you have a duty to report any physical damage upon receipt which you have not done, as such we cannot take any further action.

Also you mention two groups of bent pins match the cap yet your picture clearly shows one set of bent pins so has your engineer bent more since you took that photo?

If you look carefully at the first photo that Mark has uploaded, you can clearly see that some of the pins are out of alignment on the opposite side, in the second picture this area is slightly darkened as the light is not reflecting in the same direction, due to the angle of the photo it is not immediately obvious.

I can take some more photos of the socket if you like?

Kind regards,

[Cozwin]

Cozwin,

I can confirm that at no point Scan have caused any damage to your motherboard, it would make no business sense what so ever to purposely damage a customer’s item.

We have a duty to prove that the item was not faulty within the first six months which we cannot do due to the physical damage. However you have a duty to report any physical damage upon receipt which you have not done, as such we cannot take any further action.



If you look carefully at the first photo that Mark has uploaded, you can clearly see that some of the pins are out of alignment on the opposite side, in the second picture this area is slightly darkened as the light is not reflecting in the same direction, due to the angle of the photo it is not immediately obvious.

I can take some more photos of the socket if you like?

Kind regards,

You state I have a duty to report any damage, yet the damage was under the cap which I never took off so how would I have seen it? Sound business sense or not, doesn't mean it is physically impossible your engineer put the cap on wrong (of which you are claiming caused the damage) as stated I never removed the cap.

Oh and I think you will fine that physical damage is also classed as faulty, so back to sales of good again, you have to prove the item did not come to myself with damage under the cap, as I did not remove it.

[Mark@SCAN]

I don't understand how I never even put a cpu in, the cap was in place when I returned it, so much of come to me damaged, I literally only put ram in and then noticed it while it was still in the box and I created a thread here asking for RMA.

Cozwin,

Please see the attached image, at the top of the image is an undamaged CPU socket protector off another 1155 MSI motherboard I have just checked. At the bottom is the socket protector that was returned on your damaged motherboard.

It is obvious to see that the bottom socket protector has been damaged as a result of it being installed onto the CPU socket incorrectly. The bent pins correspond exactly where the plastic on the protector would make contact with the pins.

Your comment quoted above that the cap was in place when you returned it simply cannot be true as the cap will not stay on the socket due to the damage it has sustained due to incorrect installation.

This is further evidenced by the staff member who booked in your board advising the protector was not firmly in place on the CPU socket.

We are not claiming the board has been damaged as a result of installing/removing a CPU but the protector which protects the very pins that have been bent.

[Cozwin]

Okay I can see you aren't even going to concede, just consider yourself at least one customer lost, but most likely a lot more.

[Mark@SCAN]

Cozwin,

It is unfortunate that you would consider not shopping with us again for something that we have had no control over.

We have Scansure protection available for exactly this type of situation, unfortunately you chose to remove this from your basket when ordering.

http://www.scan.co.uk/scansure/

I would only hope that you direct your tech buying friends and tech societies at uni to this thread so that they can make up their own minds on whether to purchase from SCAN or not.

Regards

[Cozwin]

ha, and there you sum up the entire experience of dealing with yourselves, you say hey screw you, but if you would of bought insurance you would of been fine, well guess what its called Customer Service, I have no idea how you win that award with Custom pc every year, as I wouldn't even rate you as anything besides terrible, this is now the second time I have had a bad returns experience with you, and my dad also had a bad one.

Just to mention it again (because you ignored it last time) your engineer report in my last return I had issues with actually said "this guys keeps complaining about this and being a pain in the ass so test it again" lovely customer service.

Gave you a second chance, and you have made me regret that, and so never again and I will happily tell this story to all those I know, back to ebuyer and amazon I go where I actually get customer service.

Oh and before you quote your amazing service, heres a great quote "PLEASE DO NOT CONFUSE THIS WITH THE "UPSELL EXTENDED WARRANTIES" OFFERED BY YOUR TYPICAL HIGH STREET RETAILERS"
and yet you actually force people to have to say NO to the insurance which is actually added by default, seems pretty similar to high street to me.

[Mick@SCAN]

Cozwin,

Please post or pm the rma numbers that you have had grievances with and I will certainly investigate for you.

Kind regards,

[Cozwin]

It was a couple of years back, plus wouldn't make any difference the parts are no longer in our possession we had to buy replacements.

[wesleyaldred]

Cozwin,

I have checked through our entire system and can find no record anywhere of the "Quote" you mention, however, ultimately, this is moving away from the subject at hand.

Wesley