Rma 276273

[shaithis]

Could you please test this again please? I cannot believe it has passed testing.

The first one you sent had the same symptoms after 3 weeks, the replacement had the symptoms immediately upon opening.

I have each time tried a replacement and the machine works perfectly on the replacement......as the PC it is in is a Q6600 with GTS250, it isn't as if it's being asked to do a lot!

Perhaps try increasing a load slightly when testing?

[Mick@SCAN]

shaithis,

I will foward your request over to our engineers.

Kind regards,

[shaithis]

And 2 weeks later I still don't have a reply to this...or the other RMA which I last responded to 2 weeks ago.

Scan are really going down the pan with regards to returns from where I am sat.

[Mark@SCAN]

Hi,

I can confirm a re-test was requested by Michael on the 31/10 as the above post suggests.

I have chased this for you with the testing manager.

Looking into it further given the nature of the PSU purchased, is it possible the PSU is just not up to job of powering the system it is connected to? I understand the original PSU supplied was confirmed to be dead upon return, however the replacement that was sent has been tested with a PSU tester which confirms voltage on all of the lines and in addition we have connected it to a modest test bench which it powers fine?

Regards

[shaithis]

Of course its possible....if it's a complete POS that should never be on sale...
The PC its failing in is a Q6600 with 4GB RAM and a GTS250 GPU. I wouldn't exactly call that asking too much of a 450W PSU, especially one advertised as "SLI/Crossfire".....
Also, the PSU I am using to ensure the motherboard/cpu etc is fine is a 400W unit that is not SLI/Crossfire certified.....and it is working fine with that.

Also, why have I got to post here to get a response? Why have I not been contacted?

At this rate (and considering the other joke of an RMA on-going) I am on the brink of stopping both my custom and recommendations of Scan. This last month has become a total farce with regards to your returns department.

[Mark@SCAN]

Hi,

Having checked the spec of the PSU I am unsure that it is SLI/Crossfire compatible as the website suggests, I say this as according to the specs it only has 1x PCI-E 6pin power connector, I would have thought for it to support SLI/Crossfire it would need at least 2x 6pins, can you confirm if the PSU does have only the 1x 6pin PCI-E?

According to our query system there has been no e-mail/telephone contact from yourself since the RMA was returned, the last notes were made by Michael on the 31/10 the day after you posted on here, if you do not wish to deal with this via Hexus you can always submit a query via the website: https://secure.scan.co.uk/aspnet/sup...px?QueryType=R or give us a call to discuss.

I assume the other RMA you are referring to is for the Corsair headset? I can see that we offered a couple of alternatives as the original headset has been made EOL by Corsair, both of which you declined. As such we are in contact with Corsair on your behalf to try and obtain an upgraded replacement on your behalf. I can see you have referred to a for sale thread where a customer has recieved an upgraded replacement from Corsair: http://forums.hexus.net/classifieds-...-unopened.html, please note however this service would normally only be applicable if you had returned the headset yourself directly to Corsair.

Regards

[shaithis]

Oh yeah, logging in to your silly RMA section does show that he tested again (yet never emailed me to say so!)...and tested fine again.

Oh well, I ain't paying for 2 x testing + postage on a POS power supply that IS faulty.

Just keep it along with any future custom and recommendations from me.

[Mark@SCAN]

Not sure what to make of the "silly RMA section" comment can you explain further?

The fault report you supplied to us is below:

"The replacement PSU sent out died immediately in exactly the same way as the previous one did after a few weeks."

Yet when we tested the PSU (twice) it checked out fine on both a PSU tester and powered up our test system. Below are the comments from the member of testing staff who tested the returned PSU:

"Tested ok using the PSU voltage tester and powers my test system with no issues."

Please note the SCAN have incurred the postage costs as the PSU was collected by us on both occasions...

I tend to agree with your comment on it being "a POS power supply" (it's £20+ vat after all) however I have to disagree with your comment that it is faulty as the testing we have carried out proves otherwise.

Whilst I accept the PSU may not work with your system I would put this down more to it being a "POS power supply" than it being a faulty one.

Regards

[Mark@SCAN]

To add to this as a gesture of goodwill I have requested the PSU returned is refunded.

I would hope you would look upon this favourably, as we would not normally refund something that has been tested NFF purchased originally in August.

My advice is to spend a little more and get a better quality PSU for the system you were using it with, something you already alluded to in a previous e-mail.

Regards

[shaithis]

Firstly, the RMA section...

You are required to input the RMA and Order number......this is antiquated. Especially when you have the amount of orders on the system as I do. I have to go clicking through orders to find the correct order number. Tiresome when your RMA takes this long and you check it frequently. Every other site I use just lists RMAs for the account you are logged into to. Even adding a summary of total order price to the main orders page would make it considerably quicker to find the order/order number......although why the RMAs are not just listed once you login to your account bemuses me.

As for the quality....it was a build for someone on low income and cost was the primary concern. I had very little say in the product.......but are you really going to argue that it's my fault you are selling items of such poor quality? and the real kicker is that the person got so sick of waiting they went to some local store and paid 20 quid for a 700W crappy PSU.....yet funnily it works!

Now add that to what I observed from my testing and I am 100% sure that there is a problem with the PSU. As I said before BOTH units exhibited the same symptoms...symptoms that are quite unique and the first one you even tested as faulty......the first one took longer to exhibit them for me, the second one looks to take longer to exhibit the issue for you....

Just look at my order history and then cross-reference it with my RMA history. I do not send stuff back unless I know it's broken.

It also says in the email you sent that you tried to refund £14.39....for a device that cost £26.39 - and I have to get that sent by cheque anyway as for some reason you can't credit me via my card....

You'll have to forgive me if I feel your "goodwill gesture" is nothing more then a gesture.

And the RMA for my headphones is still open with no feedback what-so-ever.

Really....what has happened at scan lately? I have lost all my confidence in purchasing from you.

[shaithis]

And now you say the headphones will be credited as "current market value" or I can have a real cheap crap pair instead of the highend ones.....

And I am guessing both (poor) refunds you will have to provide by cheque (mysterious issues prevent you refunding any other way after 4 weeks...)


Well done losing a long time customer. Well done losing my recommendations. Well done losing all the business from builds I perform for other (thousands each year in items I do not order myself).

And mostly, well done incurring my scorn on these forums.

I hope your recent form of "screw the customer" has been worth it for you.

[Mark@SCAN]

shaithis,

I did acknowledge you about the Corsair headset see my post #6:

We offered to refund the non-faulty PSU as a gesture of goodwill despite no fault being found, and in regards to the Corsair headset we offered 2 alternative replacements as the original was EOL both of which were declined by you.

The price you paid for the original headset was £24.98+ vat however the replacement you want was £57.71+ vat surely you can understand this sort of upgrade is simply not possible?

Regards

[shaithis]

Corsair have been replacing the HS1s with the headset that has replaced them...I just wanted the same....and how is it an upgrade when one model has replaced the other? It's a replacement for the current model in the line AFAIC. Now I am in a situation where I could have RMAed them with Corsair and got exactly that but you cannot provide the same for some reason.....and it's how long since I sent them to you now? 2 months....as soon as I said no to the cheap headphones you just stopped communicating....at least until a very visible thread appeared in general today!! Funny that.....

As for the PSU refund...

I quote:
"On the 21/11/12 we attempted a refund of £14.39 it appears today that the refund has bounced this is because it is over 59 days from the original date of purchase. We can refund this to you by cheque."

The PSU cost £26.39

So, while you state you offered to refund.....you conveniently do not mention this large discrepancy in the refund amount...almost 50%.....nor mention why you cannot just refund me and need me to request a cheque.

Please put yourself in my position, look at my order history, look at my returns.....look at how long this fiasco has gone on now and ask yourself how you would feel in my shoes.