RMA status - constant problems 1 month after the initial order

[bijomaru]

Mark, this seems to be going nowhere. I've been without my computer for 2 months now since I am constantly waiting for a working part from Scan.

I am self employed and I work from home for most part, so not having my PC is a great difficulty for me, and I have to resort to doing some of my work on a table, which is not ideal and not most productive in what I do. This has obviously resulted in missed deadlines, dropping some work simply because I could not bear the thought of doing it on a tablet.

All I wanted was a silent replacement for my old and now dead PSU. What I have received is a hassle of testing and returning a faulty PSUs to Scan, opening RMA cases, complaining on the forum, and loss of income.

What do you suggest in this situation? I've had no response for yesterday's message, which is something I would expect due to the length of this case and seeing as there's been some sort of failure on each step of the process.

It may be just a single Power Supply sold and not delivered for Scan amongst hundreds or thousands of orders you get a day, but it's a very important part for me and it's crucial to my work.

[Mark@SCAN]

I had requested the replacement was tested last Thursday and expected this had been done and dispatched.

I have escalated this to the manager of the testing department and stressed this is done today and the delays are unacceptable.

Regards

[bijomaru]

Hi Mark

I am looking forward to receiving an email with an RMA status updated today.

Regards,

[Mark@SCAN]

Hi Robert,

Just tried to call you on both landline and mobile to discuss but no answer, can you call me back at your earliest convenience?

Regards

[bijomaru]

Mark, I am currently out so might have had no reception. I have no missed calls on my mobile. How do I get in touch? You can try again on my mobile.

[Mark@SCAN]

Hi,

I tried to call a number of times on your mobile yesterday but I just got a recorded message from your operator saying you couldn't be reached but they would send you a text when you are available?

Can you please give us a call when you have reception and we can call you back.

Thanks

[bijomaru]

Mark. Can you please try again today and if I have no reception leave me a short message so that I know which number to call back to get to you? I don't even know why am I still waiting for the replacement.

[Mark@SCAN]

Hi,

A member of our returns team has attempted to call you again today without success unfortunately.

Our returns department have advised against sending another identical PSU, as such we have e-mailed you a suggested replacement.

Please either respond to our e-mail or give us a call to discuss.

Regards

[bijomaru]

Hi Mark

Apologies for the problems in contacting me.

Here's my response to Gareth's email:

Thanks for your suggestion, however I don't think it's a power supply that would suit my needs. I believe this was suggested because of the extra capacitors on the GPU power line to reduce and coil whine generated from high performance graphics cards. My graphics card is GTX 750TI, and it does not even require additional power, so the improvement in this design is completely irrelevant to me.

Also, as I made clear for the whole duration of the case, I bought "be quiet" PSU because of it's low noise, 13db at low load, up to 16db at 50% load. The Silverstone starts at 19db at low load then only goes up.

Unless all BeQuiet PSUs have a problem with coil whine, I'd prefer something of this brand for reasons above (low noise fans, cool-down, chassis fan connections). If you can't offer me a tested BeQuiet PSU with no coil whine, then I'd like to receive a full refund for the item.

[Mark@SCAN]

I wouldn't say that BeQuiet have a problem in general with coil whine but it seems obvious that due to the number of PSU's returned with the same problem that the combination of components you have that sending another identical unit is not a good option.

We can send another model BeQuiet as per your suggestion of the following:

http://www.scan.co.uk/products/650w-...2v-fan-atx-v23

Is this ok?

Regards

[bijomaru]

Hi Mark

I'm happy to give it a try.

[bijomaru]

So after being asked to pay £23.88 to cover the difference I've emailed Scan saying that:

After 2 months of going back and forth over this, unexcusable delays at your end, inconvenience and loss of income it has caused me, and with no guarantee this model will be free from fault, I believe asking me for any more money is out of order.

Unless you can provide the upgraded model without any additional charges, I'll be asking for a full refund and will be looking elsewhere.

I have since received an email confirming the refund will be processed shortly.

Fair enough. Only a shame a retailer can't own up to its many failures in addressing RMA and delays in the RMA and testing department. I'm hoping this thread will stay here to show people that Scan is not at all about customer satisfaction. From now on I will be taking my money elsewhere, even if it means paying few £s more.