Scan Care and Real Customer Care

[billbruen]

I emailed Scan about this issue, asking if they would consider a replacement, as this was a known issue with certain Asus mobo and Seasonic combinations.

This was their reply……..

Hi
Unfortunately due to the length of time you have had the product we would be unable to accept the item back for refund or exchange. We allow 7 days for the return of products purchased that are not suitable for any reason.
Apologies for any inconvenience caused.
Regards

Ian h (technical returns)
Scan Computers


I couldn’t get immediate help from Seasonic Europe, as their (one) techie was away on a business trip.

So, I phoned Seasonic California who asked me to email them….thus…..


To: 'kevinh@seasonic.com'
Subject: Seasonic S12 600

I have recently built a computer using this PSU with an Asus P5B DeLuxe WiFi AP motherboard.
My PSU serial number is R0609AA482280499.
Sometimes the computer boots OK: sometimes it just hangs, as though no power is getting to the motherboard.

I am aware that Asus have implemented time delays (booting up) on some of their motherboards, which caused problems with some highly efficient PSU's (like Seasonic).....although I believe you have now made circuit board changes to allow for this.

I'm wondering if, perhaps, my PSU is of an earlier vintage, before you made the circuit changes.

I'm hoping you can tell this from my PSU serial number and maybe point me towards some later serial numbers that don't have this problem.

This would help me greatly in getting an exchange PSU from the supplier I bought it from.

I'm sure you appreciate that 'suppliers' are not very well informed on this kind of issue.

Hoping you can help....
Kind regards,
Bill Bruen.


Hi Bill,
I was told that we have to send you a psu for replacement.
Please fill out the attached RMA Request form for me.
So I can process your RMA ASAP.
Best Regards,
Kevin Han
Seasonic Electronics, Inc. (USA)

Hi Bill,
I just forwarded your email RMA to our Europe contact window for you.
Best Regards,
Kevin Han
Seasonic Electronics, Inc. (USA)

[mart_haj86]

So what exactly is your problem? Scan have done what every other computer retailer would have done and are perfectly within the rights of the distance selling regulations... Scan werent saying they wouldnt accept the PSU back for a replacement of the same type of model, were they?

[Robert]

I'm with Mart on this...I don't see your point. Scan have done done what they should.

[Blitzen]

Its up to you to do your homework on good/bad configurations of hardware, especially if you have had the PSU a while.

You can't really expect Scan to be responsible can you?

[billbruen]

..... Scan werent saying they wouldnt accept the PSU back for a replacement of the same type of model, were they?

Yes, absolutely they were.....what does ".... unable to accept the item back for refund or exchange. We allow 7 days for the return of products purchased that are not suitable for any reason." ....mean to you?

I've had the PSU for about 3 weeks by the way.

I'm not arguing about whether Scan are correct to the letter of the law or not (in fact, I'm not arguing at all). My post contained no comment from me.

I'm just pointing out the differing attitudes of a Company reading from the 'script' and one who clearly just wants to fix a Customer's problem.

If you had a similar problem to me, which response would you rather get?

The Asus/Seasonic incompatibility issue is little known and not widely publicised, as far as I'm aware. Certainly, I didn't know about it till I started investigating after building my rig and hit the problem.

Wouldn't you expect any PSU (especially from a Premium manufacturer) to work with your motherboard, providing you weren't overloading it?

So, please, no more holier than thou comments like..."it's your problem"...."you should have known better".

The PSU is not fit for purpose, in conjunction with my motherboard.

If you bought any other product that failed to work, as you have a right to expect it to, you would return it for replacement or fix, seven days later or not (if you had any sense).

I'm not slagging off Scan here....I'm sharing my delight that my problem is getting fixed (hopefully) and sharing my disappointment that my supplier couldn't see past the 'script' and provide some real customer service, albeit beyond the call of duty (as they saw it).

In a Forum with a strong smell of fan fanaticism, I felt a little spray of fresh air wouldn't go amiss.

I have no wish to continue this thread....I've made my point....I have computers to build.

[Blitzen]

Wouldn't you expect any PSU (especially from a Premium manufacturer) to work with your motherboard, providing you weren't overloading it?

With new hardware it is rarely the case.

ASUS are having problems with other PSUs all the time.
Antec NeoHE was a prime example.

Its not a good situation to be in but if all components arent faulty then you cant expect a swap really. Especially seeing as its almost a month since purchase which is plenty of 'test time' in anyones book.

[jimbouk]

Obviously either the motherboard or the PSU wasn't fit for purpose (I guess something about not conforming to ATX power standards), which one it was could be up for a debate but he should've been well in his rights under the sale of goods act to get a refund on one of them. The seven day policy Scan and other companies have is just the Distance Selling Regulations, however the Sale of Goods Act comes into play when the goods don't work as expected.

This is not a jab at scan (had great service from them so far), but companies like to hold up there own policies on returns and try and pretend that the sale of goods act doesn't exist, with many it takes threats or even action in a small claims court to get them to respect your consumer rights.

Well done to Seasonic for customer service, and I'm glad the issue was resolved for you. However the sale of goods act holds the seller not the manufacturer to account for a product, so Seasonic really did go above and beyond to sort it out.

[grayg1]

It's just like companies stating things like a 1 year warranty on a new TV, complete BS because by British law consumers are protected so that things are warranted to last for a reasonable amount of time i.e 5 years. Just like when PC World or Dell try to sell you their extended warranty services, you're paying for something which by law you are already entitled to lol

It's just these companies pray on the consumer because they know for a fact the vast majority have no idea about what their real rights are.

[Lucio]

Actually, there's several different laws in play governing a situation like this. The first and foremost piece of legislation being the Consumer Protection Act - Distance Selling (2000). It was under this piece of legislation that Scan have rightfully informed you that you had only 7 days in which to get a no-questions asked refund.

Once that period expires, then you're left with things like the various Sales of Goods Act (1982 I believe is the most recent) that give you protection against faulty goods, or as you're trying to state, goods not fit for purpose. However, from my experiences in the past, I'd be inclined to say that any incompatbility between parts cannot be used as a reason to state something is unfit for purpose when it could be EITHER of the two components at fault.


Either way, I wouldn't fault Scan on their response, it's within the law and whilst slightly frustrating for you to have to contact the manufactuers to solve your problem, imagine Scan having to do that times 100 each and every day? It'd be nigh on impossible for the company to still function profitably.

[Blitzen]

Obviously either the motherboard or the PSU wasn't fit for purpose (I guess something about not conforming to ATX power standards), which one it was could be up for a debate but he should've been well in his rights under the sale of goods act to get a refund on one of them. The seven day policy Scan and other companies have is just the Distance Selling Regulations, however the Sale of Goods Act comes into play when the goods don't work as expected.

This is not a jab at scan (had great service from them so far), but companies like to hold up there own policies on returns and try and pretend that the sale of goods act doesn't exist, with many it takes threats or even action in a small claims court to get them to respect your consumer rights.

Well done to Seasonic for customer service, and I'm glad the issue was resolved for you. However the sale of goods act holds the seller not the manufacturer to account for a product, so Seasonic really did go above and beyond to sort it out.

'Fit for Purpose' is a very broad statement unfortunately.

If the PSU list mobos its compatible with then you would be right.
The know issues with some mobos/PSUs though is never published officially.

I would be annoyed if i had of hit the issue aswell but be far on Scan, the PSU did work, it just didnt like that board. Or is that true? The board may not like the PSU so therefore should the mobo manufacturer be to blame (i think so).

This isnt the first time ASUS have been guilty of this and it prolly wont be the last.

I just think the blame should be laid at ASUS's door and not Scan's.

[jimbouk]

If the blame falls on ASUS's door for a bad product then unfortunately for Scan the consequences fall on them for refunding or replacing it. And unless Scan has the information about the incompatability on their website then it isn't up to the consumer to search beyond this. Sucks for the retailer I know, but it sucks even more for a customer who buys something and through no faults of their own doesn't work.

[Blitzen]

If the blame falls on ASUS's door for a bad product then unfortunately for Scan the consequences fall on them for refunding or replacing it. And unless Scan has the information about the incompatability on their website then it isn't up to the consumer to search beyond this. Sucks for the retailer I know, but it sucks even more for a customer who buys something and through no faults of their own doesn't work.

Not after 7 days it doesn't......especially if its not faulty.

I think people are getting 'fit for purpose' and 'faulty' mixed up.

In this instance its 'fit for purpose'. Whether it is or isn't, Scan cannot possibly have control over this.

To also say that Scan should have the info is also unfair.
When i was buying my new mobo i was looking through their ABIT boards.
I saw one that did have a compatibility issue with a certain RAM and Scan did leave a message on the description to say this.

If they havent got the information then how can they be to blame?

To be fair, and this is no disrespect to any online retailers, but direct RMA's to manufacturers are often quicker and easier anyway.

[wesleyaldred]

billbruen

Please see the email i have just sent you.

Wesley