RMA Issues.

[Fluffyfox]

I have been redirected from forums.hexus.net/2322333-post75.html

I sent a Graphics Card mid December which would Nvidia artefact or BSOD during gameplay with a mix of low to high demanding DX10 and DX11 games.

They diagnosed as being No Fault Found on 19th December with Heaven Benchmark being ran for 24 Hours, which is quite a stress test, but I have ran this and simular stress test utilities with no issues also, its in actual games the problem shows itself on my PC and another, fresh install of Windows and other Graphic's cards not causing this issue.

After a few phone calls and emails, I manage to get this point across, and told Scan Engineer's aren't able to test for this due to not being able to install and run games on their test systems.

The only options given to me were to have the faulty card returned to me or sent to the manurfacturer MSI, I agree'd to for it to be sent to MSI and wait 28 days since Scan had limited testing available.

After 1 month, I decide to call up to check the result and find it has sat on a shelf at Scan for the entire time, and told that Scan engineer's could test games the total opposite of what I was told to before, this made me feel as if I had been lied to.

I have made various calls to Scan since then, each time I am the one left to chase up the status of this RMA, only to find it has sat on their shelfs doing nothing still after I have been promised a retest again and again.

After all this, I am left without a computer to play or work on for three months and three months less on my 1st year warranty, I have felt lied to and driven in circles by RMA customer support employees causing great stress to myself.

I find how I have been treated totally unacceptable, I work for a large computer retail/repair company and our number one motto is customer first, its a shame Scan Computers does not do this also.

[Fluffyfox]

The fault sounds very simular to this person's problem, but mines alot more frequent and the MSI return part never happened... if thats any help in resolving thisissue with this.

forums.hexus.net/scan-care-hexus-after-sales-support/216498-msi-580-gtx-rma-problem.html#post2189022

[Mossy]

Sorry to ressurect an old thread, but it was near the top on a Google search for "Scan Computers Bad Company?".

In the past, I purchased from and recommended Scan Computers to family, friends and work collegues due to the high stock levels, good pricing and excellent delivery services.

But sadly my view of Scan has dramatically taken a turn and I will not be doing this anymore due to very poor after sales support when dealing with RMA my 1st faulty part which is still in its 1st year warranty.

I sent a Graphics Card mid December which would Nvidia artefact or BSOD during gameplay with a mix of low to high demanding DX10 and DX11 games.

They diagnosed as being No Fault Found on 19th December with Heaven Benchmark being ran for 24 Hours, which is quite a stress test, but I have ran this and simular stress test utilities with no issues also, its in actual games the problem shows itself on my PC and another, fresh install of Windows and other Graphic's cards not causing this issue.

After a few phone calls and emails, I manage to get this point across, and told Scan Engineer's aren't able to test for this due to not being able to install and run games on their test systems.

The only options given to me were to have the faulty card returned to me or sent to the manurfacturer MSI, I agree'd to for it to be sent to MSI and wait 28 days since Scan had limited testing available.

After 1 month, I decide to call up to check the result and find it has sat on a shelf at Scan for the entire time, and told that Scan engineer's could test games the total opposite of what I was told to before, this made me feel as if I had been lied to.

I have made various calls to Scan since then, each time I am the one left to chase up the status of this RMA, only to find it has sat on their shelfs doing nothing still after I have been promised a retest again and again.

After all this, I am left without a computer to play or work on for three months and three months less on my 1st year warranty, I have felt lied to and driven in circles by RMA customer support employees causing great stress to myself.

I find how I have been treated totally unacceptable, I work for a large computer retail/repair company and our number one motto is customer first, its a shame Scan Computers does not do this also.

From the other Thread

[Fluffyfox]

Spoken via phone, artefacting under BF3, but that could be caused by Nvidia Drivers as there was a fix released on 21st for it, those have apparently been updated, and retesting.

Hopefully my fault will appear.

[Mick@SCAN]

Fluffyfox,

I have just finished testing the card in Battle Field 3 and I can confirm that on initial testing the card showed artifacting within the first 10 minutes of game play.

After updating to the latest Nvidia 295.73 driver, the card has been running flawlessly. It has been on test for around 45 minutes on a busy 64 player server set to Ultra detail in 1920x1080.

The latest Nvidia driver Fixes instances of texture corruption/artifacts in Battlefield 3 when memory constrained (typically on 1GB or less graphics cards running Ultra settings and high resolutions).

http://www.geforce.com/News/articles...ivers-released

So in summary as well as testing in Battle Field 3, the card was tested at 1920 x 1080 using Heaven benchmark and ATITool for approximately 16 hours with no issues. Then tested with the Nvidia supersonic sled demo for approximately 24 hours, again with no issues.

As the fault you were describing was out of your control as the Nvidia driver had not been released while the card was in your possession we will return the card to you at no cost.

Kind Regards,

[Fluffyfox]

Artefacting/BSOD happens on games of those I played fine from April to November without issue, I don't own Battlefield3 and have not witnessed that Nvidia BF3 issue, so I can't say if its the one I have or not.that appeared for you.

I understand you can not find a problem at your end, as I know its hard to force intermittant issues to show.

Thank you for running the game as a test as I requested, but I won't be accepting the same card back since I have longer usuage of this card then you and other Scan engineers, and know this card is faulty.

If this card is perfectly sound as you say, you wouldn't have a problem reselling it and providing me a replacement to keep a customer happy then considering I have been without a computer for 3 months...?

[KeyboardDemon]

Maybe it would help the engineers if you could list some of the games on which you experienced issues and maybe posted some screen shots if you were able to capture any.

[Fluffyfox]

A list of games low and high demanding DX10 and DX11 games has been emailed to them previously, they are well aware of my issue, but only are able to run stress tests and Battlefield 3 when I confronted them about not being able to run games as tests.

[wesleyaldred]

Fluffyfox,

We have now concluded our hardware testing of the card and can verify there is no hardware failure. Any item supplied is covered for hardware failure only, compatibility with specific games are not and never will be warranted, as you can see above it has taken many months just to make software drivers work correctly for the game BF3.

We will not be performing any further tests on the card as we have exhausted all avenues of tests and verified the physical hardware does not contain a fault.

Unfortunately as you have stated you will not be accepting the card back I will shortly be issuing you via OLQ with a deadline for retrieval of your property.

This thread will now be locked as it has reached the end of its useful purpose.

[Fluffyfox]

I'm very sorry to bring this up again, but why has the thread where we were discussing my problem been closed?

Feels like I'm being swept up under the carpet.

I have been very patient considering the period of time I have been without my computer being 100% useable for my purposes and have been given wrong information or lied to on serveral occassions since opening this RMA in December.

Previous Thread for more information can be found here:
http://forums.hexus.net/scan-care-he...ma-issues.html


Scan Computers being the point of purchase, is legally obliged do deal with my defective product under the Sales of Good Act 1979.

Please send my product to manurfacturer, I request this actually happen this time and not sit on a shelf for 28 days.

As evidence of this happening I also request MSI's offical diagnosis report to be sent to me as I have lost trust in Scan employees ability to tell the truth.