Scan claiming broken pins on RMA of motherboard - total nonsense

[Nudey]

Nudey.

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

Best Regards,

Can someone at Scan please get back to me on this?

I've had no follow up other than an email last week saying that someone was going to look in to it.

Thanks!

[Lee H]

Nudey.

I've asked the Returns team to update you so 1 of them should be in contact soon with an update.

Best Regards,

[Nudey]

Nudey.

I've asked the Returns team to update you so 1 of them should be in contact soon with an update.

Best Regards,

Thanks Lee

What's the realistic outcome of this?

It has been over a month. Is it likely to be a refund?

If so I don't mind just buying a new board and waiting for the refund. It's taking way too long now though.

[Mark@SCAN]

Thanks Lee

What's the realistic outcome of this?

It has been over a month. Is it likely to be a refund?

If so I don't mind just buying a new board and waiting for the refund. It's taking way too long now though.

We have chased our supplier on this and expressed that we unhappy with them due to the length of time this is taking, I have been assured that our complaint has been escalated with our supplier.

I am afraid that I cannot currently advise if the board returned will be repaired, replaced or credited as we are awaiting a further update from our supplier.

I appreciate the inconvenience caused as a result of this delay and can only assure you that we are chasing this regularly with our supplier to get it resolved as quickly as possible.

Regards

[MouseMonkey]

I had the same thing happen to me recently except I sent my board back with the protective cover in place which is why I am certain that there was no damage but after getting no response for a week I phoned Scan just to be told immediately by the person who answered the phone that if I had taken out ScanSure Insurance then would have just been replaced. He then went on to explain that if they tried to repair it and failed then they would replace the board anyway, so why didn't they just do that in the first place? The insurance bit got my back up straight away as it seems like you now have to take out PPI on your computer bits and as the stick of RAM they supplied at the same time is also faulty I felt like I was being shafted. If I'm going to have to pay a bit more then I may as well shop at a brick and mortar store where things can be examined on the counter before being handed over.

[Nudey]

I had the same thing happen to me recently except I sent my board back with the protective cover in place which is why I am certain that there was no damage but after getting no response for a week I phoned Scan just to be told immediately by the person who answered the phone that if I had taken out ScanSure Insurance then would have just been replaced. He then went on to explain that if they tried to repair it and failed then they would replace the board anyway, so why didn't they just do that in the first place? The insurance bit got my back up straight away as it seems like you now have to take out PPI on your computer bits and as the stick of RAM they supplied at the same time is also faulty I felt like I was being shafted. If I'm going to have to pay a bit more then I may as well shop at a brick and mortar store where things can be examined on the counter before being handed over.

Sounds frustrating. After the initial query with Scan it seemed things were getting resolved pretty well. Now it's stuck with ASUS. Over a month with no word on a replacement or a fix. Something is broken in the RMA pipeline.

[Mick@SCAN]

Nudey ,

I am sorry for the delay, you should receive an update from our returns team today.

Kind regards,

[Nudey]

Nudey ,

I am sorry for the delay, you should receive an update from our returns team today.

Kind regards,

Thanks Mick. Just wanted to post a reply on here as sometimes I can't tell if emails get read or not. The offer was to replace the board with LN 51143 ASROCK/Z87/OC/FORMUL

I've asked if it is possible to replace with a like for like (price and feature set (wifi in particular)) that the previous board was
http://www.scan.co.uk/products/asus-...sub-dp-dvi-atx


If this could be resolved by the weekend it would be great.

[Mick@SCAN]

Nudey,

I have passed your message over to our returns team, they should be in touch soon.

Kind regards,

[Nudey]

Nudey,

I have passed your message over to our returns team, they should be in touch soon.

Kind regards,

Thanks Mick

I have to say I am extremely disappointed after such a long drawn out RMA process that you guys will not offer a replacement board of the same value and feature set as the one that broke. I understand that the legal requirement appears to be less, but in this particular situation you literally had the exact same board that needed replaced in stock maybe 2 - 3 weeks ago (I checked because the RMA was taking so long, but held off buying) and were selling it at £184. The replacement board while not crappy by any means is considerably cheaper, and also cheaper than I paid for the original board which has failed while under warranty.

To replace an Asus board with a cheaper ASRock board is frankly terrible service under the circumstances in which it has been offered. Legally you guys are fine so there is bugger all I can do, but 2 weeks ago you had my board in stock. So between Scan and ASUS taking forever I have to accept an inferior product or pay extra money even though it failed while under warranty.

I'll follow the email instructions tomorrow and pay the difference anyway, but please for the love of God find some way of dealing with these things better in the future.

Thanks
Nudey (yes Nudey is a ridiculous username, it's a game name from many years ago so I'm signing off with it)