Scan claiming broken pins on RMA of motherboard - total nonsense

[Disturbedguy]

Just as a bit of a note to Nudey, I had a system that was perfectly stable for ~2 years it was only when I came to play a particular game that I had crashes, other games ran absolutely fine.

It was only after taking the machine apart, that i noticed a bent pin on the CPU socket, so its not entirely unlikey that you may have accidentally damaged a pin while building and just not noticed.

[Nudey]

Scan have fixed the pin and found fault in the board, so are going to replace.

I felt like I should reply to the thread since I started it off so negatively.

My feelings here would be I've been a bit quick to jump the gun in blaming scan, but at the same time the RMA procedure could probably be updated to give the customer a little more info in the automated mail that is sent out. Where the pin got bent I have no idea, but at least upon fixing that it has still proven to have needed to be returned and replaced.

Thanks again Mark, once proper communication was started (myself at fault) it has actually been handled really well

[peterb]

Scan have fixed the pin and found fault in the board, so are going to replace.

I felt like I should reply to the thread since I started it off so negatively.

My feelings here would be I've been a bit quick to jump the gun in blaming scan, but at the same time the RMA procedure could probably be updated to give the customer a little more info in the automated mail that is sent out. Where the pin got bent I have no idea, but at least upon fixing that it has still proven to have needed to be returned and replaced.

Thanks again Mark, once proper communication was started (myself at fault) it has actually been handled really well

Glad it has all been sorted. Most of the pins on the CPU are power and ground pins. The pins are small, the CPU takes quite a high current, so you need lots of them, so if one does get bent, unless it is a data or control signal, and it isn't touching another, you will probably be OK.

I can understand your frustration, and it is easy to perhaps post in haste! I had a similar issue NOT Scan, with a hard drive that was giving intermittent errors. The retailer claimed no fault found on testing, but changed their mind when I sent them the SMART data. I think it had been damaged in transit through poor packaging, one reason why I almost invariably by HDDs from Scan.

But, as I said earlier, glad it has been resolved to your satisfaction.

[excalibur2]

Thanks to this thread I've had another look at the pins on my motherboard and using a loop and needle levered the pins up further and into position that looked right with all the other pins and the motherboard boots up now....so was it like it from new i.e. just about making contact with CPU......h'mm I'll never know.

[voxstream]

Sorry, a bit off topic, but may be useful.
Removing CPU of any make can be fought with dangers, I dropped one a few years back and, well that was that!
I found a rubber sucker on a small stick while browsing in a London market a while later, I thought that at around 20mm in diameter it would fit on the top of a processor.
It does and it sticks well even with thermal paste still in place. I can now get hold of the little awkward beasties and lift then out straight with no possibility of dropping the thing on to the socket.
A little care is needed to remove the sucker as it sticks well, but hey, it works!
After looking for one of these, a friend told me a sucker on a stick is used for grinding in engine valves, so you may find one in a car accessory shop should you like the idea.

[Nudey]

Hey, Jim since you are an ASUS guy - do you know the usual turnaround after RMA?

Scan is saying up to 28 days, that is a fair long time without a motherboard... I'm also getting no useful updates about where in the pipeline the replacement procedure is at. I'm at about week 2 now, so just curious if anyone can update or if I'm just meant to wait it out for the full 28 days before trying to chase it up.

[Ttaskmaster]

Can you not take a photo of the socket before sending it back, or do you have to send it with the CPU in place?

[Jim - ASUS]

Hey, Jim since you are an ASUS guy - do you know the usual turnaround after RMA?

Scan is saying up to 28 days, that is a fair long time without a motherboard... I'm also getting no useful updates about where in the pipeline the replacement procedure is at. I'm at about week 2 now, so just curious if anyone can update or if I'm just meant to wait it out for the full 28 days before trying to chase it up.

It could certainly take a while as there are a fair few steps to go through, not least of which is the actual repair - so you may need to give it a while longer yet.

[Mark@SCAN]

Hey, Jim since you are an ASUS guy - do you know the usual turnaround after RMA?

Scan is saying up to 28 days, that is a fair long time without a motherboard... I'm also getting no useful updates about where in the pipeline the replacement procedure is at. I'm at about week 2 now, so just curious if anyone can update or if I'm just meant to wait it out for the full 28 days before trying to chase it up.

Nudey,

This isn't strictly true we have provided you with an update I will quote it again for your reference below:

"Hi,

Your motherboard has been returned through the supply chain for a repair, replacement or credit in the unlikely event that a repair or replacement is not possible.

This action unfortunately has to be taken as the motherboard is question is end of life.

I cannot provide an exact E.T.A. however returns of this type generally take no more than 28 days at the very latest."

[mikerr]

I have sent some instructions to you via e-mail to enable us to proceed with the repair to the CPU socket.

If once tested no fault is found the fee applicable is £10

That's pretty reasonable TBH
but I expect the OP wouldn't have resorted to forums if both the image and potential cost were send after RMA testing,
instead of a simple RMA reject "CPU contains a bent pin, unable to test"...

[excalibur2]

That's pretty reasonable TBH
but I expect the OP wouldn't have resorted to forums if both the image and potential cost were send after RMA testing,
instead of a simple RMA reject "CPU contains a bent pin, unable to test"...

re "If once tested no fault is found the fee applicable is £10"

Well that's cheap as I had a new hard disk and sent back for RMA......for 5mins work for Scan testing the drive and if found no fault were going to charge me £30 plus VAT...the drive only cost £40.
Sometimes paying a bit more at your local computer shop is better, as if something new is faulty, then the guy would just connect to a computer to check it out...with no charge if ok.

[Nudey]

Nudey,

This isn't strictly true we have provided you with an update I will quote it again for your reference below:

"Hi,

Your motherboard has been returned through the supply chain for a repair, replacement or credit in the unlikely event that a repair or replacement is not possible.

This action unfortunately has to be taken as the motherboard is question is end of life.

I cannot provide an exact E.T.A. however returns of this type generally take no more than 28 days at the very latest."

Hey that post wasn't meant as a negative to scan, it was on the off chance of finding out more details about where it was at, rather than just a no more than 28 days. I'll stop posting, I'm crap at wording things

[Nudey]

Bump for any kind of update please? Think we're over a month now or thereabouts.

Thanks

[Lee H]

Nudey.

I've asked the returns team to check on this and get back to you shortly with an update.

Best Regards,

[Nudey]

Nudey.

I've asked the returns team to check on this and get back to you shortly with an update.

Best Regards,

Many thanks Lee,

Any luck yet? Got the email saying someone was going to look in to it but nothing further

Going to have to consider buying a new one at this rate, which is good news for a retailer but bad news for me ;(

[Nudey]

Hate to do it but I have to bump this again due to no feedback. Anything at all?