Confused by SCAN support queries

[djsarcher]

I created a Tech Support query last week, hoping for some help resolving a question I have with a PSU I bought that at the end of December (invoice number 00E2408632). I have not had a reply to that query, so submitted the same issue as a returns query yesterday.

How do I know if these queries have been received or if they have been responded to? I did not receive email confirmation for either queries, but was given a page with the query numbers (sorry, I didn't write them down).

Will I receive an email if they queries are responded to? And what timescale should I expect a reply? It's been 5 or 6 days now since I submitted the Tech Support query.

In contrast, I submitted a support ticket with Cooler Master directly yesterday, received email confirmation, and had two replies (each notified by email) within the space of 3-4 hours.

[Mark@SCAN]

Sorry for the delayed response, following our telephone conversation I have now issued an RMA number for the PSU in question.

Regards

[djsarcher]

Mark, thanks again for the call. I have received an email to begin the RMA process.

Could you confirm for future reference whether replies to queries usually come through to the user's email?

[djsarcher]

Also, for clarity, the reply I received from Cooler Master:

Thank you for your inquiry,

The sound that you send us as attachment, is that the sound of the PSU?
If yes, then the PSU is really faulty.

That was the most bizarre noise that we ever heard of a PSU.

"SCAN" has got really good service, and if you need any help from (if Scan asked for it), feel free to contact us again.

We apologize for the inconvenience.

Best regards,
Cooler Master Support.

Which made me laugh a little.

[Mark@SCAN]

Yes any future replies will be directly to your e-mail address.

Regards

[djsarcher]

Great, thanks for clearing that up Mark. I dropped the unit off at a drop-off point Wednesday evening, so hopefully it'll be with the team shortly.

[djsarcher]

Called up the returns team today to check on the status of this.

Have to say I'm not particularly impressed with Scan communication at the moment. UPS informed me my package was delivered Tuesday, but no notification from Scan, and the Returns Tracking page hasn't updated to reflect this. I was hoping it was an oversight, but from talking on the phone it seems that the PSU hasn't been booked in yet as the returns team are still working through Monday's arrivals.

Would be nice to know these things, been without the PSU not for a week already, and looks like it will be another week before I get a replacement. Should've just ordered another so I could use the PC.

Sorry to rant, but wanted to make it clear I'm not having a particularly easy experience with this order, I know its a low value order, but makes me think twice about future orders.

[Mark@SCAN]

djsarcher,

I can confirm the PSU has been booked in, tested and confirmed faulty this morning, please accept our apologies for the delay.

A replacement will be shipped out for next day delivery from point of dispatch, please keep an eye out for dispatch confirmation e-mails.

Regards

[djsarcher]

Thanks again Mark for looking into this for me. I received a dispatch confirmation yesterday, so am hoping the receive the replacement unit today.

Could I suggest that emails be sent to RMA customers for each stage of receipt, booked, tested, etc? It seems to me from this experience and reading others on the forums here that more automated communication would ease several customers situations, and potentially reduce your workload!