Requesting RMA for RMA replacement

[iNoXious]

Hi

In January I had to RMA a faulty GTX 570 from Point of View, the item was found faulty and after 40 days I was sent a suitable replacement, to my dismay my replacement item has recently been showing signs of instability when trying to play any game, See below image.



Things I have tried:

Flashing motherboard BIOS to latest version
Removing CPU overclock
Reinstalling Windows 7
Reinstalling nvidia driver 296.10
Tried Driver 301.24 (BETA)
Tested the graphics card in another PC (same outcome)

The graphics card can still be used for 3D rendering (using CUDA) and watching films/videos but always fails when trying to game.

Originally the item was falsely advertised, then the graphics card died and I had to wait 40 days for a replacement and now the replacement is also faulty so I'm sure you can understand my frustration.

My previous RMA: http://forums.hexus.net/scan-care-he...ml#post2328097
I contacted Scan via the contact form on scan's website on the 4th but received no reply hence my post here.

[iNoXious]

10 days since I sent a web note asking for an RMA number, Can I have one please?

[iNoXious]

34 days since I received an E-mail explaining that you guys were sending the card to Point of View, No update at all during that time despite me asking for one several days ago...

I find it ridiculous that I have to complain like this to get a response.

Not sure why Scan couldn't of offered me credit or a suitable replacement after they found the item to be faulty, would have saved me all this waiting...

[Mark@SCAN]

Hi,

I believe a suitable replacement card has now been offered for the original faulty card returned? This should be dispatched today for delivery tomorrow.

Regards

[iNoXious]

Hi,

I believe a suitable replacement card has now been offered for the original faulty card returned? This should be dispatched today for delivery tomorrow.

Regards

Well first of all Scans customer service dept offered me a Palit GTX570 worth £180, even though in January I had received a card worth £300 so I obviously declined that offer, Soon after I received a second offer of a GTX 570 Twin Beast ed. from PoV worth £290, from what I can tell it is the same card as the one I had sent in for RMA (same cooler, clocks, VRAM amount ETC...) which is confusing as I have been told several times that the card I had sent in is no longer available. Anyway I find it very under-handed that scan should offer a product that has a much lesser value as a replacement, scan should offer the most suitable replacement, not what they think they can get away with.
Also when I've previously asked for RMA numbers and updates via E-mail and the webnote system I have to wait along time (10 days for my last RMA number) but when I use this forum I seem to get a response within a short amount of time, I suspect this is because anyone can view this forum and scan would like to look pro-active at dealing with issues, seems poor that people have to go to this length to get a response.

Anyway that's my rant, hopefully my replacement card will be fine and I won't have to RMA for a 3rd time.

[Mark@SCAN]

Hi,

Indeed the first card offered to you was an error for which we apologise, we simply offered a GTX570 for a GTX570 however we did not look at the clock speeds, the GPU speed of your original card was 841mhz and 3960mhz on the memory as such it is quite a highly clocked factory overclock, other than the clock speed and design of the cooler there is no difference between the card offered originally and the card offered when we realised our mistake, this is despite the £92+ vat difference in price.

The model number of the card purchased originally in Jan 2011 was TGT-570-A1-BST this card has been made end of life.

The card you have now been sent is: TGT-570-A3-1-BST-D, why POV saw fit to make your original card EOL and then release another model number with the same specifications is unknown.

According to the notes against this RMA you contacted us to chase on the 25/06 and we replied to you today 28/06 with the suggested replacement as discussed above.

Whilst I accept the turnaround of this RMA has not been the usual 3 - 5 working days (due to us having to return your original card to our supplier for credit) we have tried to deal with it as quickly as possible.

I can only apologise if on this occasion you have been unhappy with the service received from SCAN.

Regards

[iNoXious]

Hi,

Indeed the first card offered to you was an error for which we apologise, we simply offered a GTX570 for a GTX570 however we did not look at the clock speeds, the GPU speed of your original card was 841mhz and 3960mhz on the memory as such it is quite a highly clocked factory overclock, other than the clock speed and design of the cooler there is no difference between the card offered originally and the card offered when we realised our mistake, this is despite the £92+ vat difference in price.

The model number of the card purchased originally in Jan 2011 was TGT-570-A1-BST this card has been made end of life.

The card you have now been sent is: TGT-570-A3-1-BST-D, why POV saw fit to make your original card EOL and then release another model number with the same specifications is unknown.

According to the notes against this RMA you contacted us to chase on the 25/06 and we replied to you today 28/06 with the suggested replacement as discussed above.

Whilst I accept the turnaround of this RMA has not been the usual 3 - 5 working days (due to us having to return your original card to our supplier for credit) we have tried to deal with it as quickly as possible.

I can only apologise if on this occasion you have been unhappy with the service received from SCAN.

Regards

An error was it, ok well that wasn't mentioned in the E-mail I received after the first suggestion.

Hopefully PoV have revised the stepping (A1 to A3) in order to make the factory overclock stable, or at least increase the voltage slightly.

Yep, it only took 3 days for your guys to reply which is pretty good, but would I have received a reply so fast if I didn't complain on this public forum, I have my doubts.

and I fully accept that sometimes scan will have to return the faulty product to the manufacture for further testing ETC... but being told it could take up to 28 days and then taking longer is bad customer service and so is no update at all in 34 days.

I wish it was just this occasion, but the last RMA took even longer (40 days) and before that the original product was not as described on your website (was listed as having a waterblock, but arrived with a reference cooler).

Anyway I look forward to receiving my card tomorrow