How long is it reasonable to wait for an RMA to be resolved

[Laatab]

On the 5th June 13 I purchased a Razor blackwidow keyboard. After several weeks use it developed first sticky keys and then later it started either not displaying some keystrokes or adding multiple keystrokes in a different area then the other mechanical fault I described. After this the keyboard was unusable after around august 13. I packed it away and intended to return on my next visit to the scan store.

I returned on the 18 march 14 and it was tested by scan and found to be faulty. They then sent to the manufacturer. Since then the status of my RMA remains unchanged. After four weeks I queried the status and asked for an update but the email I sent has been ignored which i think is a serious indication of failed customer service. I don't expect the earth to be moved for a keyboard but I would like some indication of just how long it will take to resolve this issue.

So if anyone can help with this I would appreciate it.

Laatab

[Mark@SCAN]

Laatab,

Sorry for the delay, please provide your invoice and OR RMA number and I will get this chased up for you.

Regards

[Laatab]

Hello mark, thanks for the reply. The information you asked for is as follows. RMA 329908 and the invoice is 0002072105. I appreciate you help.

Regards

Laatab

[Laatab]

Re: How long is it reasonable to wait for an RMA to be resolved
Hello mark, thanks for the reply. The information you asked for is as follows. RMA 329908 and the invoice is 0002072105. I appreciate you help.

Regards

Laatab

[Mark@SCAN]

Hi,

Sorry for the delay, it seems we have received a credit from our supplier.

Unfortunately the item purchased originally is no longer available.

As such would you accept either of the following as a replacement:

http://www.scan.co.uk/products/razer...l-usb-keyboard

http://www.scan.co.uk/products/razer...l-usb-keyboard

Regards

[Laatab]

Hi, either of those items are acceptable, i guess if I must choose the stealth would be better if it's less colicky. I have an order pending and I would like the item dispatched at the same time but the RMA tracker shows no change. If you could add the replacement to my cart i can pay and complete my order.

Many Thanks

William aka. Laatab

[Mark@SCAN]

Hi,

I have instructed our returns department to send you the stealth as requested.

Please note the replacement keyboard and your pending order will be packaged separately, just proceed with the pending order as normal.

Regards