Problems with return

[teppic]

No, I wasn't running that version, I had the latest stable. I was constantly getting errors, like you say.

In that case I'll have to accept that I've just had extremely bad luck with the board and memory combinations I've tried.

[Mark@SCAN]

Please contact the returns department at your earliest convenience to make payment for the collection, testing and return of the goods.

Regards

[teppic]

You intend to charge for collection, testing and return? I don't think that is acceptable, it would look to be half the cost of the CPU. I did not return this to you without adequate testing with various high quality components all specified to work with it. Note that while I accept you have run it at its specification successfully, I have not. I will accept the APU back, but not at unreasonable cost to me.

[Mark@SCAN]

teppic,

We made very clear prior to the return that we charge for collection, testing and return if no fault is found (I should add that I do not intend to charge you for the additional testing carried out)

You sent the following e-mail in reply to our e-mail stating the charges so it seems you were already aware of the possibility the APU was not at fault but proceeded with the return anyway

Thanks for raising the RMA. One thing that does concern me is that there's
a small chance the board is causing the problem (though it supports memory
up to 2400MHz, and ASRock said they've tested memory on these APUs at that
rate). I know it isn't the RAM, since I tested the two sets in my other
machine, and they passed memory tests without error at 2133MHz.

If you test it successfully on your FM2 board, will it still be returned to
me?

To which we replied:

Regarding your query,

If we test it and it's no fault found there will be a charge to send the item back, we can however add the motherboard to the RMA if it was purchased from us, please advise.

Many thanks,

You then proceeded to provide details for us to arrange the collection, I would take this as a clear acceptance of our terms?

[teppic]

I sent that email before ordering a second board to reproduce the problem and eliminate the doubt over the ASRock board, as I've made perfectly clear in this thread. That quote serves no purpose.

As already stated I returned it to you after exhaustive testing and fully reproducing the problem.

[Mark@SCAN]

I can only suggest you raise an RMA for the APU directly with AMD then, I think we have tested the APU to the best of our ability.

If AMD confirm a fault with the CPU then we will refund any charges you are being asked to pay.

I do not disbelieve that you had the problem when testing in your board and with your memory (neither of which were supplied by SCAN) but we cannot replicate the problem reported when the APU is tested with our memory and motherboard, we have carried out every single test you have asked for and provided ample proof of that in this thread but it's still not enough...

[teppic]

I said that I would accept the APU back, given that you have got it working on one set of hardware.

It hasn't worked on two sets of completely different hardware (with further additional testing), but felt that this would be the easiest resolution to this problem.

What I will certainly not accept is unreasonable charges to get back a CPU I have not been able to run at its specification with multiple attempts.

[Mark@SCAN]

I wish you had made that known before we had collected the goods from you and done all the testing.

The charges were made clear prior to the return and in our terms and conditions http://www.scan.co.uk/terms.aspx

Insofar as it may be established that there was no defect in the goods at the point of delivery to you, we reserve the right to charge you £10 as a contribution towards the cost of inspecting and testing the goods.
In any case where it is established that there was no defect in the goods at the point of delivery to you
we will nonetheless try to assist you in resolving the problem
depending upon the age and condition of the goods, we may be prepared to accept the return of the goods subject to a restocking charge and refund or credit the balance of the costs of the goods.
insofar as the age or condition of the goods is such that we are unable to accept their return, we will redeliver the goods to you. You agree to pay to us the reasonable cost of re-delivering the goods to you.

[teppic]

This has to be resolved one way or another.

Please email me the charges you would make to return this to me. Or, given the perfect condition of the goods on return and the short time I had them, the restocking charge you would make. This latter option is preferential since I've already had to return the boards I ordered.

With that information I can decide whether it's simpler in the long run to agree to disagree.

[Mark@SCAN]

The charge for collection and return is £24 in total £10 collection and £10 return + vat. As per your other thread on bit-tech which now seems to have been locked... http://forums.bit-tech.net/showthread.php?t=261648 I have waived the £10+ vat we charge as a contribution towards the costs involved in testing.

Presumably you wanted the part to serve a purpose, the motherboard and memory purchased from the other reseller did not do that and you have received a refund from them?

You know the motherboard and memory we sell both work with the CPU in the way that you want so there is always that option available.

Regards

[teppic]

I have been refunded for the other parts, yes. I would have to reorder things to try again, but I am not happy doing this because all the attempts so far have not worked with the APU. Hence I would also like to know what your restocking charge would be; the item was returned exactly as received, save for the open box.

[Mark@SCAN]

We wouldn't be able to restock this part i'm afraid.

[teppic]

Your terms said you would only not restock if its condition or age prevented that?

Anyway, I have raised a ticket with AMD about RMA procedures with them and will post an update when I hear back from them.

[Mark@SCAN]

from our terms http://www.scan.co.uk/terms.aspx

"depending upon the age and condition of the goods, we may be prepared to accept the return of the goods subject to a restocking charge and refund or credit the balance of the costs of the goods."

This is purely at our discretion, and would be done as a gesture of goodwill only.

Given how badly you have tried to paint us out on both Hexus and bit-tech why should we?

Keep us posted with regards to your ticket with AMD.

Regards

[teppic]

I have not posted anything untrue, just my experiences. I posted on bit-tech in a forum that was explicitly about my frustration on this and nothing more. It wasn't in the Scan forum nor was I expecting any response from you or the company in that thread.

I must say it's a little petulant to say "why should we?", however.

I'd ordered from Scan for parts for more than the last 10 years. I would have continued to order if this had been resolved in a way that every other company I've dealt with previously has. Instead for the sake of a few pounds you've lost a customer for life.

AMD tech support has responded saying that the 6800K APU is fully compatible with RAM rated at 2133MHz. They said that if I have tried multiple boards and multiple types of memory, and I'm sure that the BIOS settings are correct, the APU may be faulty and I should return it to them for testing.

Therefore the simplest situation is for me to pay the £20+VAT you're telling me I need to pay to get this back, and if AMD finds a fault with the CPU, I will get back to you for a refund on those fees.

[Mark@SCAN]

Sorry for the delayed response, I have been away from the office all weekend.

I'd ordered from Scan for parts for more than the last 10 years. I would have continued to order if this had been resolved in a way that every other company I've dealt with previously has. Instead for the sake of a few pounds you've lost a customer for life.

We do of course appreciate your custom and do not wish to lose you as a customer, however I cannot see the above comment as anything other than deal with this in the way I want or I won't shop with you again. All of the competitors you have mentioned charge for returns in some form or another for items returned that are found to have no fault so in this respect we are no different to anybody else.
In addition we have agreed to waive the testing fee despite the extra testing carried out.

Again we do not disagree that the APU you purchased supports 2133mhz and from all the testing we have carried I hope you can appreciate that has been our experience hence the no fault found finding.

Please call the returns department at your earliest convenience to make payment for the return of the goods quoting your RMA number.

Regards