RMA passed then all of a sudden Rejected?

[TehH4rRy]

Hi All

I raised an RMA with Scan on my faulty NZXT Phantom 630 case wherein the power and HDD LEDs were faulty (I tested and it wasn't my board), they just wouldn't light and the light on the IO panel was really dim.

The customer support guy (for this thread I'll call him Mr Sheen) was excellent he was very polite and efficient, got the collection booked and it made it back to Scan in a day. Being without a case has left me to run a test bench of a rig where by it's on some cardboard boxes and I'm running with minimum components, it does the job but the Cat is growing ever more curious. I was checking the RMA tracker daily and was pleased to see it on Awaiting replacement / credit. The RMA checker reported that Scan had found the fault and it was all tested.

I eagerly awaited an email from Mr Sheen, I've worked in returns/repairs in the past so I have an understanding of the procedure, I knew Mr Sheen was working on it. This morning I got an email to say that my RMA was rejected...No explanation, no email from Mr Sheen, nothing. I dropped him an email asking for more detail on why this RMA was rejected, I am yet to hear back from him.

I just feel it's a bit poor to seemingly pass and RMA and then the next day reject it, more so to not contact me immediately. I am expecting an email back tomorrow with the details on this.

Has anyone else had experiences with RMA where it's not been as smooth as once thought?

Regards

TehH4rRy

[Mark@SCAN]

Hi,

Please provide your RMA number and I will have a look into this for you.

Regards

[TehH4rRy]

Hi,

Please provide your RMA number and I will have a look into this for you.

Regards

Sorry if I put this thread in the wrong place.

Thanks!

[Mick@SCAN]

TehH4rRy,

I can see that the returns manager reviewed the situation yesterday afternoon and a replacement case was dispatched.

If you have any further issues please do not hesitate to contact us.

Kind regards,

[TehH4rRy]

Thank you for the update, and thank you to all that helped with this.

Cannot fault your Customer service!

Kind Regards

TehH4rRy